Personalization: Page 3
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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 -
Best Buy leans into customer experience as a sales driver
With the vast majority of its revenue coming from known shoppers, Best Buy plans to upgrade its app to better serve its most valuable customers.
By Bryan Wassel • March 4, 2024 -
Explore the Trendline➔
blackCAT via Getty ImagesTrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
This Valentine’s Day, give the CX gift that matters: personalization
As the rate of returned Valentine’s Day gifts increase, some retailers are looking to improve personalized offers to make sure customers get the right gift.
By Kristen Doerer • Feb. 14, 2024 -
Smokey Bones revamps loyalty program
Members now receive five points for every dollar spent compared to one point, accelerating the rate in which points are accrued.
By Julie Littman • Feb. 13, 2024 -
Why Build-A-Bear is pushing checkouts to tablets
The tools let associates better serve and personalize shopper journeys while providing customers faster checkout options.
By Bryan Wassel • Feb. 12, 2024 -
McDonald’s sets sights on $45B in loyalty sales
A larger loyalty member pool will provide more customer data for the fast-food chain to improve personalization.
By Bryan Wassel • Feb. 7, 2024 -
Why Kellanova turned to customer-provided data to bolster personalization
Companies like Kellanova are turning to zero-party and first-party data to deeply understand and engage their customers as privacy standards change.
By Rosalyn Page • Feb. 5, 2024 -
Starbucks to capitalize on record loyalty membership with app improvements
Starbucks Reward members spent more than ever during Q1 2024, as the company looks to incentivize further patronage with greater personalization.
By Bryan Wassel • Feb. 1, 2024 -
5 CX trends to watch in 2024
Customer experience leaders will wrestle stark challenges in 2024, from navigating how to implement generative AI to increasing personalization while maintaining customer trust.
By Bryan Wassel , Kristen Doerer • Jan. 10, 2024 -
General Mills, Del Monte pilot ads on Instacart’s AI-powered smart carts
Ads on the grocery platform’s Caper Carts include personalized recommendations based on real-time shopping behaviors.
By Chris Kelly • Jan. 9, 2024 -
Deep Dive
Personalization will rule restaurant loyalty programs in 2024
Major chains are using real-time consumer data and artificial intelligence to provide more personalized perks.
By Danielle McLean • Jan. 8, 2024 -
Personalization can bring in new consumers, but merchants are falling short
Nearly three-quarters of consumers received a personalized offer in the past month, but most say their relevance was lacking.
By Bryan Wassel • Jan. 3, 2024 -
Q&A
Cava is bolstering customization through catering, loyalty strategy
The Mediterranean fast casual is looking to deepen engagement with existing customers and win new fans by expanding its catering and introducing a new loyalty program.
By Emma Liem Beckett • Dec. 15, 2023 -
How J. Jill nurtured brand loyalty through customer connection
When it comes to strengthening loyalty, CX is a key ingredient. So what lessons should brands apply at a time of overwhelming choice and heavy competition?
By Rosalyn Page • Dec. 11, 2023 -
Marriott’s Renaissance Hotels debuts AI-powered ‘virtual concierge’
The hotel brand is the latest to adopt AI-assisted technology in a bid to personalize the guest experience.
By Jenna Walters • Dec. 8, 2023 -
Dave & Buster’s sees future in revamped restaurants and loyalty growth
The restaurant chain is remodeling its store fleet and enhancing its loyalty program with personalized offerings.
By Bryan Wassel • Dec. 6, 2023 -
World of Hyatt ‘reimagines’ loyalty program benefits
In its latest bid to improve the guest experience, Hyatt updated its milestone rewards tiers based on direct feedback from loyalty members.
By Jenna Walters • Dec. 4, 2023 -
Kroger improves pickup experience, personalized offerings in CX push
Improvements to the grocer’s pickup program have resulted in higher NPS for the service, CEO Rodney McMullen said.
By Bryan Wassel • Dec. 4, 2023 -
Nordstrom hinges CX strategy on personalization and convenience
Investments in better data and analytics, as well as faster delivery times, aim to benefit shoppers whether they prefer shopping in-store or online.
By Bryan Wassel • Updated March 11, 2024 -
Amazon sets the pace in grocery personalization, Dunnhumby finds
The e-commerce giant earned the top score in a report released Tuesday by the data analysis firm, followed by H-E-B, Kroger and Giant Eagle.
By Sam Silverstein • Nov. 14, 2023 -
Businesses are rich with data, but they want more value from it
Data defines the customer experience, but the full potential remains elusive if it's not shared across teams.
By Bryan Wassel • Nov. 6, 2023 -
Microsoft leans on AI to power experiences across LinkedIn, Bing
The technology giant is using AI tools to enhance search and personalization across its apps and social media platforms.
By Bryan Wassel • Oct. 31, 2023 -
Brand loyalty slides as consumers ask for more
Falling brand loyalty isn’t a reason to despair. In fact, it has returned to 2021 levels.
By Kristen Doerer • Oct. 23, 2023 -
Amadeus launches booking solution aimed at personalizing the guest experience
The iHotelier StayPlus technology aligns marketing and revenue strategies to help independent hotels and midscale chains capture and convert more bookings.
By Jenna Walters • Sept. 13, 2023 -
IHG launches cloud-based booking experience aimed at customization
The platform allows guests to filter by individual room attributes and add-on experiences, with hotels standing to earn an average of $22 in additional revenue per night.
By Noelle Mateer • Sept. 13, 2023