Personalization: Page 2
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Citi tops list of bank customer satisfaction for financial advice
Advice is a key component of customer experience at financial institutions, but banks have room to improve, according to J.D. Power.
By Kristen Doerer • June 28, 2024 -
Cara Salpini/CX Dive
Customers want rewards and exclusive perks from loyalty programs, survey finds
Consumers want the ability to earn rewards points towards discounts, bonuses or exclusive merchandise, according to a Snappy survey.
By Kristen Doerer • June 27, 2024 -
Explore the Trendline➔
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TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
Courtesy of Walmart
Walmart opens access to off-site customer journey insights for suppliers
With Digital Landscapes, Walmart is looking to help suppliers answer questions about customer journeys beyond the retailer’s website and app.
By Chris Kelly • June 17, 2024 -
Sam Silverstein/CX Dive
How pricing intersects with CX
Not all businesses consider pricing a function of customer experience. But one typically impacts the other.
By S.L. Fuller • June 13, 2024 -
Courtesy of Stitch Fix
Amid ongoing declines, Stitch Fix pilots customer experience improvements for summer launch
A core group of customers is keeping and spending more per box, suggesting that the company is on the right track, analysts said.
By Daphne Howland • June 6, 2024 -
Courtesy of Timeshifter
Hotel Tech-in: The app helping guests beat jet lag
InterContinental Hotels & Resorts has tapped Timeshifter, which uses science to help travelers navigate time differences, to improve the guest experience.
By Noelle Mateer • June 5, 2024 -
Justin Sullivan via Getty Images
PayPal readies advertising platform rooted in reams of transaction data
The new offering in the expanding media network market will be led by Mark Grether, who helped grow Uber Advertising into a $1 billion business.
By Chris Kelly • May 31, 2024 -
Justin Sullivan / Staff via Getty Images
OpinionWhy CX leaders shouldn’t wait for Google to phase out cookies
Google delayed the deprecation of cookies yet again last month, but CX leaders can take steps now toward privacy-first user experiences.
By Thomas Wyatt • May 28, 2024 -
Daphne Howland/CX Dive
Best Buy updates mobile app with personalization, discovery features
The electronics retailer is adding elements like Shop with Videos, Best Buy Drops and other additions to promote its products.
By Tatiana Walk-Morris • May 17, 2024 -
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Online shopping takes excessive effort for many customers, study finds
Most customers feel like online purchasing decisions take too much effort despite companies’ recent emphasis on personalization, Accenture found.
By Bryan Wassel • May 10, 2024 -
Justin Sullivan via Getty Images
Wendy’s credits loyalty program, mobile app investments for customer growth
“The experience we deliver to our customers is the most impactful driver of our business,” CEO Kirk Tanner said.
By Bryan Wassel • May 7, 2024 -
Brandon Bell via Getty Images
McDonald’s credits speed, personalization for high satisfaction
The fast food chain is attracting customers with customized messaging and cementing their loyalty with fast and consistent service.
By Bryan Wassel • May 2, 2024 -
Jesse Grant via Getty Images
IHG taps Salesforce’s CRM to standardize customer data profiles
By unifying its customer profiles across 19 brands, the hotel chain said it can offer customers more tailored experiences.
By Bryan Wassel • April 29, 2024 -
Quinn Rooney via Getty Images
Effective or creepy? How to offer personalization while maintaining trust
Customers enjoy personalization, “but only when they feel like the main purpose of it is to improve their experience,” one expert told CX Dive.
By S.L. Fuller • April 29, 2024 -
Courtesy of Krispy Kreme
Krispy Kreme switching to points-based loyalty program
Loyalty members will earn 10 points for every dollar spent starting April 23 as the chain shifts away from a consistent 8.3% discount rate on rewards.
By Aneurin Canham-Clyne • April 18, 2024 -
Courtesy of Perfect Corp.
Perfect Corp. releases AI hair-identifying tool for personalization
The company said the tech lets brands and retailers provide personalized advice online and in-store.
By Xanayra Marin-Lopez • April 16, 2024 -
pixdeluxe via Getty Images
Companies overestimate how well they know customers, consumers say
A majority of business leaders say personalized engagement is an important priority, but many only apply it to sales-driven experiences.
By Bryan Wassel • April 11, 2024 -
William Thomas Cain / Stringer via Getty Images
Only 1 in 5 consumers trust self-service for support, report finds
Even with the lack of confidence, most contact center leaders believe personalization from generative AI may be key to building consumer trust.
By Bryan Wassel • April 8, 2024 -
Permission granted by JPMorgan Chase
JPMorgan Chase to let brands target customers based on spending data
Chase Media Solutions connects customers to retail deals, tailored to their spending, directly through their bank app.
By Gabrielle Saulsbery • April 8, 2024 -
Alex Wong via Getty Images
Why brands are turning to data clean rooms to drive CX initiatives
Data clean rooms have become an attractive solution for brands seeking privacy-compliant, cookie-less customer insights.
By Rosalyn Page • Updated April 5, 2024 -
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How 7 companies are boosting brand loyalty
From Target to Swarovski, brands are stepping up efforts to engage customers, rethinking loyalty and rewards programs or finding new ways to apply feedback.
By Naomi Eide • March 28, 2024 -
Mario Tama via Getty Images
Alaska Airlines launches $5 per month loyalty subscription
Alaska Access offers customers early access to sale flights, a monthly Wi-Fi voucher and a personalized fare page.
By Kristen Doerer • March 21, 2024 -
Daphne Howland/CX Dive
Nordstrom emphasizes personalization as digital assortment grows
The luxury retailer expects personalization to improve digital experiences as Nordstrom rolls out a marketplace open to third-party brands.
By Bryan Wassel • March 11, 2024 -
Taunya Moore/CX Dive
Tractor Supply revamps loyalty program with lower threshold for perks
The over 30 million Neighbor’s Club members represent more than three-quarters of sales for the retailer.
By Tatiana Walk-Morris • March 8, 2024 -
nimis69 via Getty Images
Back to CX basics: Where does modern tech fit in?
Business leaders need to keep customer expectations in mind when pursuing new tech and consider how modern tools can enhance foundational experiences, experts told CX Dive.
By Bryan Wassel • March 7, 2024
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