Technology

  • Casey's
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    Retrieved from Casey's.
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    C-stores see higher loyalty retention than QSRs, data shows

    However, they sign up new members much more slowly than quick- and full-service restaurants, according to data from Paytronix.

    By Jessica Loder • July 25, 2024
  • Best Buy's "spokeshologram," Gram, which debuted as part of a larger refresh and introduction of its "imagine that." tagline
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    Courtesy of Best Buy
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    Best Buy updates brand with new tagline, hologram spokesperson

    As part of a refresh, the company is updating its color palette and emphasizing personalized discovery and support.

    By Tatiana Walk-Morris • July 24, 2024
  • Woman displays an app to rate your experience at a store. Explore the Trendline➔
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    Hispanolistic via Getty Images
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    Trendline

    Top 5 stories from CX Dive

    The top stories from CX Dive look at customer experience trends, generative AI use cases and the components of a good tech stack.

    By CX Dive staff
  • Passengers crowd an airport due to delays and cacelations
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    Jack Taylor via Getty Images
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    Airlines aim to mitigate customer frustration following mass delays and cancellations

    Companies are waiving fees and helping customers get refunds after a global IT outage caused thousands of delays and canceled flights.

    By • Updated July 19, 2024
  • Blue, red and purple store sign saying Patagonia
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    Michael M. Santiago / Staff via Getty Images
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    Lawsuit accuses Patagonia’s customer support of violating privacy rights

    The class-action suit alleged Patagonia failed to disclose that it shares call recordings with third-party vendor Talkdesk for analysis.

    By • July 18, 2024
  • BofA CashPro
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    Courtesy of Bank of America
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    BofA tackles digital banking’s transaction pain points

    The latest CashPro platform update is designed to better address transaction-related inquiries — one of the top reasons business customers call and email the bank.

    By Maura Webber Sadovi • July 16, 2024
  • Exterior of a grocery store.
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    Courtesy of Hy-Vee and VusionGroup
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    Hy-Vee adopts electronic shelf labels

    The regional grocer has linked with VusionGroup to add the digital tags to more than 230 stores.

    By Catherine Douglas Moran • July 15, 2024
  • A Guitar Center signage hangs outside a storefront against a blue sky backdrop
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    The image by JeepersMedia is licensed under CC BY 2.0
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    Guitar Center revamps tech leadership to tune the customer experience

    Adolfo Rodriguez, incoming chief technology and information officer, most recently served as SVP of technology transformation at Advance Auto Parts.

    By Roberto Torres • July 12, 2024
  • Close-up of a person using a self checkout machine.
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    Julia Gomina via Getty Images
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    Self checkout boasts ‘record’ year: report

    The U.S. is the world’s largest self-checkout market, driven in part by supermarket chains and c-stores, even as some retailers pull back on the tech. 

    By Tatiana Walk-Morris • July 9, 2024
  • The outside of a Foot Locker store
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    Scott Olson via Getty Images
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    Foot Locker makes it easier for loyalty members to earn and redeem rewards

    FLX Rewards’ streamlined benefits and enhanced search reflect broader loyalty program trends in the retail industry.

    By • June 25, 2024
  • A leather bag with a Marriott Bonvoy tag beside a Starbucks cup and a smartphone.
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    Courtesy of Starbucks
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    Starbucks, Marriott Bonvoy link loyalty programs

    The deal is the latest in Starbucks’ large, corporate rewards partnerships, which have seen the coffee giant link up with Bank of America and Delta SkyMiles.

    By Aneurin Canham-Clyne • June 21, 2024
  • People mill around an Apple store at location in Maryland.
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    Chip Somodevilla via Getty Images
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    Apple to drop BNPL option in US

    The tech giant said it will discontinue its buy now, pay later service and shift to offering consumers alternative payment options.

    By Patrick Cooley , Lynne Marek • June 18, 2024
  • An image of a sign post with yellow print that says drive-thru
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    Joe Raedle via Getty Images
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    McDonald’s ends IBM drive-thru voice order test

    The fast food chain still sees a future for automated order taking at the drive-thru and expects to make a decision about the tech by year’s end.

    By Aneurin Canham-Clyne • June 17, 2024
  • A person in a blue vest in a store
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    Courtesy of Walmart
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    Walmart to bring electronic shelf labels to thousands of stores

    The retailer expects to deploy the technology to 2,300 locations by 2026 in a bid to improve efficiency and customer service.

    By Sam Silverstein • June 11, 2024
  • Walmart's generative AI shopping assistant on a phone
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    Courtesy of Walmart
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    Walmart tests in-app generative AI shopping assistant

    The tool will let shoppers narrow their searches using natural language queries, helping them dig through complicated product categories for the right item.

    By • June 10, 2024
  • Instacart shopper buying alcohol
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    Courtesy of Instacart
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    Q&A

    How smaller grocers can go big on loyalty

    Digital coupons alone aren’t enough for independent retailers to stand out, said Bill Gray, president of Givex Rewards. “They need to have that extra layer of panache, that extra layer of touch.”

    By Sam Silverstein • June 10, 2024
  • Four people sit in chairs on a stage.
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    Bryan Wassel/CX Dive
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    How engaged employees can become evangelists for new tech rollouts

    Frontline teams can serve as proponents of new technology, helping increase adoption across the enterprise, according to PNC’s Pete Wheelhouse.

    By • June 6, 2024
  • The Microsoft logo is displayed outside the Microsoft Technology Center near Times Square.
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    Drew Angerer / Staff via Getty Images
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    Microsoft enters contact center market with generative AI assistant

    The Dynamics 365 Contact Center Copilot is a step into an established vendor marketplace that includes AWS, NICE and Genesys.

    By • June 5, 2024
  • A TV screen displays a QR code for guests to scan that leads to the Timeshifter app.
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    Courtesy of Timeshifter
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    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
  • A worker assists a man in front of a display of Apple products.
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    Octavio Jones via Getty Images
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    Best Buy balances tech and staff investments to boost customer experience

    The retailer expects AI-powered review filters, personalized app home screens and dedicated staff in certain departments to improve shopping experiences.

    By • June 3, 2024
  • A Dollar General sign and brick storefront on a cloudy day with the company's signature black on yellow logo
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    Permission granted by Dollar General
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    Dollar General to eliminate ‘vast majority’ of self-checkout, reduce new store openings

    Despite a 6% Q1 net sales rise and performance that beat analyst expectations, shrink remains a significant headwind, CEO says.

    By Nate Delesline III • June 3, 2024
  • The Salesforce logo is seen at Salesforce Tower on December 1, 2020 in San Francisco, California.
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    Stephen Lam / Stringer via Getty Images
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    Salesforce earnings disappoint, but CX use cases are a bright spot

    The CRM provider expects its sales slowdown to reverse as more companies dig into customer data to fuel generative AI investments.

    By • May 31, 2024
  • A digital rendering of Walmart Realm.
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    Courtesy of Emperia
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    Walmart launches immersive digital shopping experience

    Walmart Realm is composed of influencer-led virtual shops that are meant to shorten the distance between inspiration and commerce. 

    By Tatiana Walk-Morris • May 30, 2024
  • Three smart phone screens with CosMc's branding
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    Permission granted by CosMc's
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    CosMc’s launches loyalty app

    The McDonald’s spinoff launched an app despite having only four locations, in a possible show of the burger giant's confidence in its new brand.

    By Aneurin Canham-Clyne • May 29, 2024
  • A person uses a credit card to pay for a purchase on a computer
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    Poike via Getty Images
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    Fraud prevention efforts boost customer satisfaction, study finds

    Breaches erode trust, but improved cybersecurity measures can improve customer experience while protecting data, according to a survey by PYMNTS Intelligence and Nuvei.

    By • May 28, 2024
  • A Lowe's associate helps a customer in a store
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    Spencer Platt via Getty Images
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    Lowe’s customer satisfaction rises as it rolls out new in-store tech tools

    The company’s long-term store transformation plan includes updates to self-checkout and a tool that lets associates add online orders to in-store transactions.

    By • May 21, 2024