Lowe’s expands in-store pilot of kitchen visualization tech

After initial tests last year, the home improvement retailer is bringing its Style Studio tech to stores in California and Texas for three months.

By Howard Ruben • May 1, 2025

Google keeps feedback, experience top of mind as it expands AI search

A more advanced version of AI Overview, called AI Mode, is collecting feedback from more advanced users that could inform the general search experience.

By Bryan Wassel • April 25, 2025

Explore the 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

American Airlines redesigns app in response to customer feedback

The airline aims to make the mobile app a one-stop shop for travelers with an intuitive layout.

By Kristen Doerer • April 24, 2025

FTC lawsuit: Uber made it too hard to cancel Uber One subscriptions

Uber contests the allegations, which include claims the delivery platform signed consumers up without their consent and charged them too early, according to a complaint filed Monday.

By Aneurin Canham-Clyne • April 23, 2025

Wegmans’ elevated shopping experience goes digital

The East Coast grocer recently launched a “new and improved” website and mobile app with enhanced personalization. Here’s a closer look.

By Peyton Bigora • April 22, 2025

How KFC’s customer listening program helps it nail the first experience

The program is designed to collect data from a range of sources, disseminate findings across the company and coordinate teams to solve customer pain points, KFC COO Rob Swain said.

By Bryan Wassel • April 21, 2025

Tillster: 61% of users want more restaurant kiosks

Diners are becoming more comfortable with kiosks since they can review their orders for accuracy, per a report.

By Julie Littman • April 16, 2025

Consumers say product discovery is key to better shopping experiences, survey finds

Smart page layouts and product summaries are just some of the steps that can help improve the discovery process.

By Bryan Wassel • April 11, 2025

Customers want easier search experiences

Brands that fail to offer seamless discovery experiences may cause customer frustration and dissatisfaction, Gartner’s Noam Dorros said.

By Bryan Wassel • April 11, 2025

Google Cloud touts new AI tools to simplify marketing, customer experience

At Google Cloud’s Next ‘25 conference, the tech giant will lay out innovations that speak to how brands and agencies can use artificial intelligence.

By Chris Kelly • April 10, 2025

Trader Joe’s roasts in-store retail media

In a recent podcast, company leaders emphasized that their marketing model focuses on human interaction, not robots and screens.

By Peyton Bigora • April 3, 2025

Most consumers care more about human connection than speed, survey finds

As more businesses deploy self-service options, it’s critical for businesses to offer customers the ability to talk to a human, Five9 finds.

By Michael Brady • March 25, 2025

4 experts on the role of generative AI in CX

Verizon and Indeed executives spoke at Qualtrics X4 about using generative AI to supercharge data crunching capabilities and reduce workers’ cognitive load.

By Bryan Wassel • Updated March 26, 2025

Yum Brands, Nvidia will deploy new AI at 500 restaurants

The restaurant giant is working with the tech company on drive-thru and call-center voice AI, computer vision to analyze operations, and AI analytics at the restaurant level.

By Aneurin Canham-Clyne • March 19, 2025

Most consumers wouldn’t let AI make purchases on their behalf, study finds

Shoppers still find AI useful for personalized product recommendations and discovery, according to an Omnisend survey.

By Bryan Wassel • March 17, 2025

Dick’s Sporting Goods builds on store success with employee investments

The retailer aims to expand on its experiential store success through increased use of RFID tags and a greater emphasis on associate training.

By Bryan Wassel • March 12, 2025

How Dick’s Sporting Goods is mastering the omnichannel game

The retailer has found success by shifting from a speed-at-all-costs strategy to one that prioritizes predictability for customers.

By Philip Neuffer • March 12, 2025

Retailers are pushing payment modernization as customers ask for more

A KPMG survey found that a majority of retailers plan to keep updating their payment programs to keep up with consumer tech demands.

By Xanayra Marin-Lopez • March 11, 2025

Amazon adds new grocery tools to Alexa

Alexa+ can order groceries from Amazon Fresh and Whole Foods Market, track purchase history, and remember recipes and dietary preferences.

By Peyton Bigora • March 10, 2025

Lowe’s, Home Depot bring advice online with AI-powered tools

Both of the home improvement retailers released tools this week that seek to offer shoppers the level of guidance they would receive in-store while browsing online.

By Bryan Wassel • March 6, 2025

Consumers say it’s harder to interact with businesses

Customers say companies are more interested in technological investments that improve profits rather than their experience, a Pegasystems survey found.

By Kristen Doerer • March 5, 2025

Target puts reliability at the forefront of its CX strategy

Leaders cited consistently fast checkout and high in-stock rates among their goals for the in-store experience.

By Bryan Wassel • March 4, 2025

Bank of America’s consistently convenient experiences boost digital engagement

The bank surpassed 26 billion digital interactions last year, including 676 million interactions with its AI-powered assistant Erica.

By Kristen Doerer • Feb. 28, 2025

EBay turns to AI to power the future of e-commerce experiences

Last year’s investments in LLMs will help refine experiences like Shop the Look in 2025, according to CEO Jamie Iannone.

By Bryan Wassel • Feb. 27, 2025

Generational differences govern online fashion shopping behavior: report

Older customers prioritized discounts and younger shoppers said they were especially motivated by products that offered high quality, according to a new report from Wunderkind.

By Howard Ruben • Feb. 27, 2025