How Chase, Visa use customer transaction data for personalization

First-party data is a boon for personalization, and financial institutions are awash in it. But careful tactics are required to ensure customer trust is not violated.

By S.L. Fuller • Aug. 12, 2024

ThredUp debuts AI search, chatbot tools

The recommerce company said the tools are designed to understand natural language and visual cues to help customers get more personalized results.

By Tatiana Walk-Morris • Aug. 9, 2024

Explore the Trendline➔

Loyalty

In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.

By CX Dive staff

Aldi adding Instacart’s omnichannel tech to all US stores

The discounter is also rolling out the grocery technology company’s Caper Carts overseas for the first time.

By Peyton Bigora • Aug. 9, 2024

To boost Olympics engagement, the IOC turned to a customer data platform

The International Olympic Committee blew its digital engagement targets out of the water in the first week of the 2024 Paris Games, crediting its customer data platform, developed with Deloitte, for its success.

By Kristen Doerer • Aug. 8, 2024

Good loyalty programs drive word-of-mouth recommendations

Most customers will recommend brands with good loyalty programs, but few pass the test and make members feel recognized, a recent study found.

By Bryan Wassel • Aug. 6, 2024

Google granted cookies a stay of execution. Is it still time to move on?

“The Google announcement removes a sense of urgency for a lot of brands, but in my opinion, they're burying their heads in the sand,” Forrester’s Stephanie Liu said.

By Bryan Wassel • July 29, 2024

Customers enjoy social media shopping despite overwhelming ads

More customers are using social media to find products, buy items and contact customer service, a Medallia survey found.

By Kristen Doerer • July 18, 2024

Bank of America credits customer service for consumer banking growth

“Our emphasis on personalized financial solutions and superior customer service has strengthened customer loyalty, attracted new clients across all our businesses,” CEO Brian Moynihan said Tuesday.

By Kristen Doerer • July 16, 2024

Nearly all leaders feel unprepared for third-party cookie phaseout, study finds

Companies should review their personalization practices ahead of the phaseout and future-proof their strategies, according to Research Group's Thomas Randall.

By Bryan Wassel • July 15, 2024

Kroger steps up drive to promote value for customers

The retailer will offer shoppers extra savings opportunities, free items and cut-rate access to its Boost membership program for two weeks.

By Sam Silverstein • July 9, 2024

Albertsons, Fresh Thyme execs talk grocery consumers’ changing behaviors

Where shoppers are fulfilling their meal needs “looks really, really different than it did a few years ago,” Lisa Kinney of Albertsons said during a virtual event.

By Sam Silverstein • June 28, 2024

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

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

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

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

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

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

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

Why 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

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

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

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

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

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

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