Technology
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Target launches generative AI gift finder
The Bullseye Gift Finder debuted with a focus on toys and provides shoppers with personalized product recommendations.
By Tatiana Walk-Morris • Dec. 12, 2024 -
Slow website? It’ll cost you.
Three-quarters of consumers have simply abandoned a cart because of a slow website, Liquid Web found.
By Kristen Doerer • Dec. 11, 2024 -
Trendline
Technology
In this Trendline, CX Dive explores what technology businesses are investing in to improve CX and examples of successful rollouts.
By CX Dive staff -
Pizza Hut tests new US store design
The Yum Brands chain hopes self-service kiosks and other new features will drive more transactions and in-store traffic.
By Aneurin Canham-Clyne • Dec. 5, 2024 -
Nearly 75% of baby boomers plan to use pay-later services this holiday season
Consumers in that generation are often on fixed incomes and mindful of avoiding high-interest credit card debt, according to Splitit CEO Nandan Sheth.
By Howard Ruben • Dec. 5, 2024 -
Foot Locker’s loyalty revamp shows early signs of success
The footwear company’s overhauled loyalty program and mobile app contributed to more digital purchases even as overall sales declined.
By Bryan Wassel • Dec. 4, 2024 -
Walmart updates virtual store with seasonal shopping features
Four new holiday environments showcase a selection of gifts curated by content creators and inspired by social media trends.
By Tatiana Walk-Morris • Nov. 27, 2024 -
Citizens upgrades digital experience to ‘make banking quick and convenient’
Citizens Financial Group rolled out advanced appointment scheduling, a streamlined mobile onboarding experience and a savings tracker.
By Kristen Doerer • Nov. 22, 2024 -
Chipotle reaches 1K Chipotlane milestone
The fast casual chain is also on track to open a record number of restaurants this year.
By Julie Littman • Nov. 21, 2024 -
Google Lens can now tailor search results to the store you’re in
Users can take a picture of an item to receive insights tailored to the store they’re in, such as similar items that are in-stock.
By Bryan Wassel • Nov. 19, 2024 -
Nordstrom leverages generative AI for holiday app refresh
Among the new app features are trend reports, which blend the expertise of Nordstrom stylists with AI to deliver relevant trends.
By Aaron Baar • Nov. 19, 2024 -
Bojangles to install ordering kiosks across its system
The chicken chain said its pilot of the Grubbrr technology had high adoption rates and helped increase throughput.
By Julie Littman • Nov. 18, 2024 -
Cava emphasizes people over technology in its CX upgrades
The company is rolling out tech designed to speed up order accuracy and fulfillment on the backend so workers can handle customer-facing interactions.
By Bryan Wassel • Nov. 13, 2024 -
Eventbrite upgrades customer support as revenue dips
CEO Julia Hartz expects an improved app experience to drive greater demand for business customers’ events.
By Bryan Wassel • Nov. 12, 2024 -
Airbnb credits app upgrades, supply quality for bookings and NPS growth
The company cut 300,000 listings from its platform that didn’t meet customer expectations and introduced Guest Favorites in an effort to drive quality.
By Kristen Doerer • Nov. 11, 2024 -
Expedia Group boosts app user experience, loyalty offerings
The travel booking app now uses AI to summarize reviews and offer customers detailed property information.
By Bryan Wassel • Nov. 8, 2024 -
Amazon debuts virtual holiday shop
The immersive 3D shopping experience includes music, animations and a guided journey to help with product discovery.
By Tatiana Walk-Morris • Nov. 8, 2024 -
FTC orders Sitejabber to stop misleading customers with reviews
The agency alleges the online platform published reviews from customers who hadn’t received or experienced the product or service being reviewed.
By Kristen Doerer • Nov. 7, 2024 -
‘Sufficient but unspectacular’: How banks can improve their mobile app experience
U.S. Bank and Bank of America lead in offering the best banking app experience, according to Forrester. Both have improved their conversational assistants.
By Kristen Doerer • Nov. 6, 2024 -
Starbucks brews CX plans to improve in-store, mobile ordering
The company is building faster order fulfillment, revamping in-store ambiance and bringing back Sharpies to improve customer experience.
By Bryan Wassel • Oct. 31, 2024 -
Chopra defends CFPB open banking rule in face of lawsuit
Consumer Financial Protection Bureau Director Rohit Chopra called out bank litigants that sued over the rule, saying he didn’t think they’d even read it.
By Patrick Cooley • Oct. 31, 2024 -
Amazon, Google sue over fake online reviews
The dual complaints in federal court target sellers of fake reviews for retailers and local businesses that market on the web giants.
By Justin Bachman • Oct. 30, 2024 -
How The Vitamin Shoppe builds flexible customer experiences
The retailer upgraded its point-of-sale system to add flexibility for shoppers and associates, from redeeming loyalty points to curating customer journeys.
By Bryan Wassel • Oct. 30, 2024 -
Inside the Store: Sam’s Club unveils its store of the future
Shoppers must use Scan & Go at the newly opened Dallas-area location, which boasts a large sushi island, a pizza-making robot and more e-commerce fulfillment tools.
By Catherine Douglas Moran , Sam Silverstein • Oct. 24, 2024 -
CFPB finalizes open banking rule in push for more consumer choice
The rule would require financial institutions, credit card issuers and other firms to transfer personal financial data to other providers for free at the consumer’s request.
By Dan Ennis • Oct. 23, 2024 -
Ally Financial touts high satisfaction and retention for its digital banking tools
The financial services company attributed its success to best-in-class customer service and digital convenience.
By Bryan Wassel • Oct. 21, 2024