How to fix subscription pay friction

What can a subscription-based company do when a customer hasn’t canceled but their payment fails? Butter has an algorithmic fix.

By Justin Bachman • Feb. 16, 2026

Marriott added more than 40 million loyalty members in 2025

The hotel company has fueled its loyalty program through partnerships with companies like Uber and Starbucks, CEO Anthony Capuano said.

By Bryan Wassel • Feb. 10, 2026

Humana rolls out AI support tool for call centers

Agent Assist, developed with Google Cloud, summarizes conversations between workers and beneficiaries while highlighting relevant information, like enrollees’ benefit and eligibility details.

By Emily Olsen • Feb. 5, 2026

Qualtrics appoints former Oracle executive CEO

Jason Maynard takes the helm of the experience management company as AI’s role in customer experience grows.

By Kristen Doerer • Feb. 3, 2026

How Sprouts gamifies employee training

Swapping out longer learning modules for “bite-sized” games has improved associate performance, the grocer shared at the National Retail Federation’s Big Show.

By Peyton Bigora • Feb. 2, 2026

Amazon to halt palm payments

The online retailer said all Amazon One palm readers will be removed from physical stores by June 3.

By Patrick Cooley • Jan. 28, 2026

How Dine Brands, Michael Kors introduce data to employee workflows

The parent company of Applebee’s is using tablets to speed up service, while Michael Kors offers its associates data to improve their clienteling capabilities.

By Bryan Wassel • Jan. 16, 2026

Rivian hires chief customer officer ahead of R2 launch

Greg Revelle will oversee the EV maker’s go-to-market strategy, including leading sales, marketing and operations.

By Eric Walz • Jan. 15, 2026

Amazon to roll updated Dash Carts into more Whole Foods stores

The latest version of the smart carts, which includes a real-time savings tracker, will expand to more than 25 of the specialty grocer’s locations this year.

By Catherine Douglas Moran • Jan. 12, 2026

Albertsons launches new offsite shopping capability

The feature allows online customers to add products, recipes, coupons and offers from media like display ads directly to their digital Albertsons cart. 

By Peyton Bigora • Dec. 18, 2025

Could digital product passports transform customer experience?

Today, customer and product experiences are often separated, but DPPs force “those two worlds to merge,” said Renascence Consulting CEO Aslan Patov.

By Michael Brady • Dec. 15, 2025

Alaska Airlines works to simplify travel discovery with AI trip planning tool

The airline, alongside Microsoft, said the tool reduces destination planning time by 75% with personalized travel advice.

By Bryan Wassel • Dec. 12, 2025

Coborn’s to implement AI-based pricing system

The Minnesota-based grocer is adding the new pricing system as it takes steps to expand its footprint and build “differentiated retail experiences.”

By Sam Silverstein • Dec. 10, 2025

Your go-to-market strategy in the AI era

AI is changing how teams connect with customers. See what’s working and how to stay ahead.

By Jaideep Bajaj, Maria Whitman, Arun Shastri and Omer Hancer • Dec. 8, 2025

Kroger targets convenience and flexibility in e-commerce

The company is investing in digital experiences, including a cart assistant, in pursuit of reaching a profitable e-commerce business next year, executives said on an earnings call.

By Bryan Wassel • Dec. 5, 2025

PNC wants human-level quality in its digital experience

The Pittsburgh-based lender aims to launch its new mobile app in the first half of next year, said Alex Overstrom, the super-regional’s head of retail banking.

By Caitlin Mullen • Dec. 4, 2025

AI in customer experience won’t help if you’re solving the wrong problems

Is your CX solving the wrong problem? Leaders focus on the moments that matter, not the map.

By Arun Shastri and Maria Whitman • Dec. 1, 2025

Best Buy reports better-than-expected sales as NPS rises

The company's experience investments — from leveraging AI in the contact center to specialized training for associates — are translating into sales growth.

By Kristen Doerer • Nov. 26, 2025

Why a people-focused grocer brought robots into its stores

Utah independent grocery chain Harmons sees the automated inventory equipment it recently installed from Simbe as a way to build ties with shoppers, CIO Bruce Hatch said in an interview.

By Sam Silverstein • Nov. 19, 2025

Consumers want to connect with lenders via text, not apps

RCS messaging is gaining momentum and can help financial service providers collect payments, boost consumer engagement and win market share, a recent survey found. 

By Michael Brady • Nov. 19, 2025

Expedia Group AI agents handle more than half of queries, CFO says

The travel company sees AI as a way to improve its customer experience from the initial search through their entire stay.

By Bryan Wassel • Nov. 7, 2025

Sonos wants to be at the center of ‘AI personalities’

The company has “restored the quality of our software” and is now looking at the future of its experience, according to CEO Tom Conrad.

By Bryan Wassel • Nov. 6, 2025

Kroger, Sprouts to pioneer Instacart’s new AI tech

The grocers will be among the first retailers to implement Cart Assistant, a tool that lets shoppers build baskets by conversing with a chatbot.

By Sam Silverstein • Nov. 5, 2025

AI assistants haven’t killed mobile apps — yet

As more consumers turn to AI assistants, some are leaving their apps behind, a TELUS Digital survey found.

By Michael Brady • Nov. 5, 2025

Delta begins roll out of generative AI-powered virtual assistant

Delta Concierge is meant to offer customers personalized support, make travel easier and eliminate stress.

By Kristen Doerer • Oct. 28, 2025