Technology: Page 2


  • The outside of a Best Buy store.
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    Bruce Bennett / Staff via Getty Images
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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 Sept. 3, 2024
  • The outside of an Office Depot store.
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    Joe Raedle / Staff via Getty Images
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    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 Aug. 30, 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
  • AI chat prompt
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    Tero Vesalainen via Getty Images
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    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 Aug. 30, 2024
  • A Nordstrom Rack store in Seattle, across the street from the flagship Nordstrom store.
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    Daphne Howland/CX Dive
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    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 Aug. 28, 2024
  • Mobile shopping.
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    Retrieved from Piqsels.
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    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 founder Eric Yuan poses in front of the Nasdaq building as the screen shows the logo of the video-conferencing software company Zoom after the opening bell ceremony on April 18, 2019 in New York
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    Kena Betancur via Getty Images
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    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 Aug. 23, 2024
  • A smartphone displaying the Affirm app
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    Courtesy of Affirm
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    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
  • Car driver's hand on the wheel with a smartphone to the right.
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    Drew Angerer via Getty Images
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    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
  • The outside of a Lowe's store
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    Spencer Platt/Getty Images via Getty Images
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    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 Aug. 21, 2024
  • Albertsons
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    Courtesy of Albertsons
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    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
  • An associate stocks a shelf at a Home Depot
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    Brandon Bell / Staff via Getty Images
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    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 Aug. 13, 2024
  • A man orders food on his phone
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    FG Trade via Getty Images
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    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 Aug. 13, 2024
  • Aldi in Florida
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    Thai Phi Le/CX Dive
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    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
  • Paris town hall draped with the city's 2024 Olympic logo and a plaza with people.
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    Pascal Le Segretain via Getty Images
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    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 Aug. 8, 2024
  • A view of a Wendy's restaurant on May 12, 2021 in Pinole, California.
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    Justin Sullivan via Getty Images
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    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 Aug. 5, 2024
  • A customer scanning their phone at an Amazon Just Walk Out terminal
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    Courtesy of Amazon
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    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
  • A slightly tilted image of a storefront, closeup, with the words "Bed Bath & Beyond."
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    Daphne Howland/CX Dive
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    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 July 31, 2024
  • Buy now, pay later
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    I going to make a greatest artwork as I can, by my head, my hand and by my mind. via Getty Images
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    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
  • 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
  • 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