Technology: Page 2
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Is customer experience Best Buy’s key to sales growth?
The company is investing in initiatives to improve mobile app personalization and revamp merchandise presentations as it aims for sales growth.
By Bryan Wassel • Sept. 3, 2024 -
Office Depot parent company rolls out generative AI assistant to 900 stores
ODP Corporation, which also operates OfficeMax, introduced the ODP Personal Assistant to enable associates to spend more time helping customers.
By Bryan Wassel • Aug. 30, 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 -
Business satisfaction with AI, automation solutions and services languishes
The gap in customer satisfaction scores stems from a disconnect between technology expectations and reality, ISG found.
By Kristen Doerer • Aug. 30, 2024 -
Nordstrom credits faster supply chain operations for improved CX
The retailer credited improved availability of popular products, better e-commerce search and discovery, and faster in-store service for sales growth.
By Bryan Wassel • Aug. 28, 2024 -
Mobile shopping forecast to drive over half of online holiday sales: report
With more people shopping on mobile devices, a “tipping point” with consumer behavior is on the horizon, according to Adobe Analytics.
By Tatiana Walker-Morris • Aug. 28, 2024 -
Zoom doubled its contact center customers in the past year. Can it maintain the momentum?
Experts think Zoom has the potential to become a top contact center solution vendor, but competitors are still ahead of the company in certain aspects.
By Bryan Wassel • Aug. 23, 2024 -
BNPL providers won’t face penalties during transition to new CFPB rule
CFPB Director Rohit Chopra said in a blog post that the agency will not fine companies making a good faith effort to follow regulations treating buy now, pay later loans like credit card transactions. His remarks follow significant industry pushback.
By Patrick Cooley • Aug. 22, 2024 -
How embedded payments are changing the way we pay
As payments technology advances, more companies are embedding the payments process in websites and apps, streamlining the checkout process for customers.
By Patrick Cooley • Aug. 21, 2024 -
Lowe’s continues to upgrade in-store experiences in pursuit of pro customers
The retailer saw year-over-year improvements to customer satisfaction scores as it continues to introduce new CX-focused technology to use in store.
By Bryan Wassel • Aug. 21, 2024 -
Albertsons’ loyalty program sees growth spurt
The grocer’s number of rewards members has increased by nearly 63% since the end of its fiscal year 2020.
By Catherine Douglas Moran • Aug. 14, 2024 -
Home Depot wants to help associates help professional customers
The home improvement retailer says associates will be able to better guide professional customers through complex projects with new insights available through its Sidekick app.
By Bryan Wassel • Aug. 13, 2024 -
How restaurant loyalty programs can drive more traffic and improve experiences
Restaurant brands that tie their loyalty programs into payment and ordering systems can increase convenience and personalization for customers.
By Bryan Wassel • Aug. 13, 2024 -
Aldi adding Instacart’s omnichannel tech to all US stores
The discounter is also rolling out the grocery technology company’s Caper Carts overseas for the first time.
By Peyton Bigora • Aug. 9, 2024 -
To boost Olympics engagement, the IOC turned to a customer data platform
The International Olympic Committee blew its digital engagement targets out of the water in the first week of the 2024 Paris Games, crediting its customer data platform, developed with Deloitte, for its success.
By Kristen Doerer • Aug. 8, 2024 -
Wendy’s is ‘confident’ experience improvements will drive loyalty — and growth
A $15 million investment in its app and loyalty program is starting to pay off, CEO Kirk Tanner said.
By Kristen Doerer • Aug. 5, 2024 -
Amazon’s checkout technology is getting an AI upgrade
Just Walk Out is rolling out an advanced AI model the e-commerce giant says will make its system more accurate and efficient, and less costly to implement.
By Jeff Wells • Aug. 2, 2024 -
Beyond invests in digital CX basics in push for profitability
Better search, personalized experiences and a cross-brand loyalty program are Beyond’s primary goals in the coming 18 months.
By Bryan Wassel • July 31, 2024 -
Affirm says CFPB’s proposed BNPL rules will confuse customers
The bureau’s proposed rules would give consumers who use BNPL to pay for goods and services the same protections as credit card users.
By Patrick Cooley • July 31, 2024 -
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 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 -
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 Bryan Wassel • Updated July 19, 2024 -
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 Bryan Wassel • July 18, 2024 -
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 -
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 -
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