Technology


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    Daphne Howland/CX Dive
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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
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    Kosamtu via Getty Images
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    Slow website? It’ll cost you.

    Three-quarters of consumers have simply abandoned a cart because of a slow website, Liquid Web found.

    By Dec. 11, 2024
  • Women pays using automatic payment machine and smartphone. Explore the Trendline
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    nazar_ab via Getty Images
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    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
  • A store interior with white tile, red accents and pickup cabinets.
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    Courtesy of Pizza Hut
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    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
  • Person sits on a couch shopping on an iPad next to a Christmas tree.
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    Anchiy via Getty Images
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    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
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    Scott Olson via Getty Images
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    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 Dec. 4, 2024
  • Digital rendering of a Walmart Realm holiday and winter scene.
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    Courtesy of Walmart
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    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
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    Kate Tornone/CX Dive
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    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 Nov. 22, 2024
  • An image of a cream and beige building with a drive-thru lane. The building has a logo that says "Chipotle."
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    Courtesy of Chipotle
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    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
  • An example of Google Lens' in-store features.
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    Courtesy of Google
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    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 Nov. 19, 2024
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    Retrieved from Nordstrom on November 13, 2024
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    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
  • A man stands in front of two self-order kiosks at Bojangles.
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    Permission granted by Grubbrr/Bojangles
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    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
  • An image of a Cava logo
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    Mario Tama via Getty Images
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    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 Nov. 13, 2024
  • The outside of the Eventbrite headquarters.
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    Michael Vi via Getty Images
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    Eventbrite upgrades customer support as revenue dips

    CEO Julia Hartz expects an improved app experience to drive greater demand for business customers’ events.

    By Nov. 12, 2024
  • AIrbnb logo displayed on a phone
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    Carl Court via Getty Images
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    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 Nov. 11, 2024
  • The outside of the Expedia Group headquarters.
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    JHVEPhoto via Getty Images
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    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 Nov. 8, 2024
  • Amazon's virtual holiday shop.
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    Courtesy of Amazon
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    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 antitrust law
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    Chip Somodevilla via Getty Images
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    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 Nov. 7, 2024
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    Vaidik Trivedi

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    ‘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 Nov. 6, 2024
  • A Starbucks barista pours foamed milk into a cup.
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    Courtesy of Starbucks
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    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 Oct. 31, 2024
  • Consumer Financial Protection Bureau Director Rohit Chopra with his hand raised while speaking.
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    Win McNamee via Getty Images
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    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 retail online shopping lawsuit
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    Daria Nipot via Getty Images
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    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
  • A mobile POS system inside a The Vitamin Shoppe Store.
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    Courtesy of Ben Shaul/The Vitamin Shoppe
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    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 Oct. 30, 2024
  • Interior of a store.
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    Permission granted by Sam's Club
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    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
  • Consumer Financial Protection Bureau Director Rohit Chopra testifies before the Senate Banking, Housing and Urban Affairs Committee April 26, 2022 in Washington, DC.
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    Win McNamee via Getty Images
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    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, NYSE facade
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    Courtesy of Ally Financial
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    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 Oct. 21, 2024