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    agrobacter via Getty Images
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    Are organizations providing accessible digital experiences?

    Research shows businesses are missing an opportunity to embed accessibility in the design process, which can result in better products and reduce costs.

    By May 16, 2024
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    Permission granted by Uber
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    Uber adds student discount, restaurant lists in latest product rollout

    The Uber Eats changes could help it onboard customers at a younger age, building loyalty that lasts beyond college.

    By Julie Littman • May 16, 2024
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    Hispanolistic via Getty Images
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    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
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    RainStar via Getty Images
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    Shopsense launches retail media platform for second-screen shopping

    The technology allows TV watchers to purchase items inspired by on-screen programming in real time.

    By Xanayra Marin-Lopez • May 15, 2024
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    Kiran Ridley via Getty Images
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    Why digital product passports are tailor-made for CX

    While DPPs are part of the European Union’s larger plan to increase sustainable manufacturing practices, they also offer retailers a massive opportunity to engage with customers.

    By Lars Rensing • May 14, 2024
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    Sam Silverstein/CX Dive
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    Instacart sees smart carts as key growth driver

    The company expects to deploy thousands of its screen-equipped carts in grocery stores by the end of 2024, CEO Fidji Simo said.

    By Sam Silverstein • May 14, 2024
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    Brandon Bell via Getty Images
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    Shake Shack’s kiosks are now its largest ordering channel

    The chain added upselling options to its kiosks and made the channel’s customization experience more similar to online ordering.

    By Julie Littman • May 7, 2024
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    Permission granted by Diebold Nixdorf
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    Automatic age verification comes to self-checkout

    An AI-driven solution that’s being tested in Germany has eliminated the need for cashier intervention in 80% of age-restricted transactions, manufacturer Diebold Nixdorf said.

    By Jessica Loder • May 6, 2024
  • A picture of an IHOP server taking an order using a tablet.
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    Courtesy of IHOP
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    IHOP’s point-of-sale migration is boosting speed, check totals

    The diner chain has nearly completed a two-year migration of 1,500 restaurants to Tray’s platform, which integrates with handheld server tablets to trim order and pay times. 

    By Emma Liem Beckett • May 3, 2024
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    Courtesy of Williams-Sonoma
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    Williams Sonoma debuts new mobile app

    The app gives users access to recipes, the ability to create and manage registries, connect with design experts and shop by room. 

    By Tatiana Walk-Morris • May 2, 2024
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    Spencer Platt via Getty Images
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    Starbucks’ mobile ordering is so popular, it’s slowing some orders down

    The company will roll out new procedures that will help workers reduce wait times, CEO Laxman Narasimhan said Tuesday.

    By May 1, 2024
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    Courtesy of Sam's Club
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    Sam’s Club customers leave 23% faster with AI receipt verification

    The AI-powered receipt verification is increasing customer satisfaction, too, according to the company.

    By Updated May 1, 2024
  • Amazon introduces ad-supported shoppable channel to Prime Video, Freevee
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    Courtesy of Amazon
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    Amazon introduces shoppable, ad-supported channel to Prime Video, Freevee

    The channel leverages Amazon’s “shop the show” technology to enable viewers to easily purchase content seen on their TV screen via a mobile device.

    By Aaron Baar • April 23, 2024
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    Geber86 via Getty Images
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    Health insurance is missing the mark on digital CX

    Two in five consumers experienced problems when using their health insurance’s website or app in the past year, according to a J.D. Power study.

    By April 17, 2024
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    Courtesy of Teads
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    How Christian Dior made virtual try-ons a luxury experience

    A virtual activation made with Perfect Corp. and Teads led to a 17% rise in consumers who recognize Christian Dior as a premium brand. 

    By Aaron Baar • April 11, 2024
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    bombuscreative via Getty Images
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    Conversational support grows as AI improves the chatbot experience

    Conversational messaging has grown to meet customers’ demand for more self-service options, Infobip found.

    By April 9, 2024
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    Courtesy of Whole Foods Market
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    Whole Foods to pull Amazon’s Just Walk Out technology from stores

    The specialty grocer, which operates the checkout tech at just two stores, will follow the same path as Amazon Fresh stores in the U.S., a spokesperson confirmed Friday.

    By Peyton Bigora • April 9, 2024
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    Retrieved from Gopuff press release.
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    Gopuff adds 20-minute delivery

    The new $1.49-per-order service is the latest development for the instant commerce company’s subscription program.

    By Jessica Loder • April 5, 2024
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    Vladone via Getty Images
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    Marriott Bonvoy tests AI-powered search to personalize travel planning

    Homes & Villas by Marriott Bonvoy is letting shoppers search its rentals however they like — even without a specific destination in mind.

    By April 3, 2024
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    Cecilie Arcurs via Getty Images
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    Digital wallets to overtake debit cards in stores: report

    Having already dominated e-commerce transactions, digital wallets are projected to overtake at least one traditional form of payment in stores, according a Thursday report by Worldpay.

    By James Pothen • March 27, 2024
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    artiemedvedev via Getty Images
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    E-commerce expectations are high, and well-organized reviews are a must

    Consumers consider on-site reviews part of a good experience, while poor customer service can prevent them from returning, a Celigo survey found.

    By March 21, 2024
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    Courtesy of Afterpay
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    Afterpay expands merchant partners as it looks past apparel

    In addition to Kendra Scott and Diane von Furstenberg, the installment payments provider is bringing on brands like Made In Cookware.

    By Tatiana Walk-Morris • March 18, 2024
  • A woman puts clothing into an RFID self-checkout kiosk
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    Thai Liang Lim via Getty Images
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    Can tech perfect the self-checkout experience?

    Modern self-checkout technology can create experiences that are convenient, fast and easy — but it can’t fix every problem.

    By March 13, 2024
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    Michael M. Santiago / Staff via Getty Images
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    JPMorgan to launch biometric checkout next year

    The bank’s payments unit plans to engage in more pilots this year before rolling out the checkout service broadly next year, said Prashant Sharma, JPMorgan’s executive director of biometrics and identity solutions.

    By Caitlin Mullen • March 12, 2024
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    Kayoko Hayashi via Getty Images
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    IHG approves slew of hotel digital tipping solutions

    The hotel group approved several vendors that allow guests to tip staff digitally in a bid to improve guest and employee satisfaction.

    By Noelle Mateer • March 11, 2024
  • A man loads his truck in front of a Kroger store
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    Brandon Bell via Getty Images
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    Kroger invests in cross-channel customer experiences

    The grocer is planning on piloting drive-thru pickup lanes and tools to help associates more efficiently prepare items for pickup.

    By March 8, 2024