Technology: Page 2


  • Passengers check in for United Airlines flights at O'Hare International Airport.
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    Scott Olson via Getty Images
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    United Airlines’ investments in CX pay off as NPS rises

    “Thanksgiving and the entire fourth quarter had the highest NPS scores in our post-pandemic history,” President Brett Hart said.

    By Jan. 24, 2024
  • Young people sitting on the stairs and using smartphones.
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    Stock via Getty Images
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    Loyalty programs use gamification to engage customers post-purchase

    Brands are looking to sustain long-term loyalty by encouraging customers to engage with them beyond purchases.

    By Jan. 24, 2024
  • Woman displays an app to rate your experience at a store. Explore the Trendline
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    Hispanolistic via Getty Images
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    Trendline

    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
  • ExtraMile
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    Permission granted by Samsung
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    ExtraMile pilots AI-powered ‘digital human’ and signage displays

    The California-based c-store has partnered with Samsung on a new program at three of its locations as it digs deeper into technology.

    By Brett Dworski • Jan. 24, 2024
  • In this photo illustration, the Facebook and Instagram apps are seen on the screen of an iPhone on October 04, 2021 in San Anselmo, California.
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    Justin Sullivan / Staff via Getty Images
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    Genesys to buy Radarr, a boost to customer sentiment analysis

    The cloud-based CX solutions provider is set to acquire Radarr Technologies, improving its ability to analyze and engage with customers on social media.

    By Jan. 23, 2024
  • A person holding a tablet with digital visualizations floating above it.
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    Nespix via Getty Images
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    Generative AI, looming over CX tech, raises the stakes for delivering results

    There’s a push for CX leaders to adopt generative AI, but they must balance the demand for innovation with the ongoing drive to pair back already bloated CX tech stacks.

    By Rosalyn Page • Jan. 22, 2024
  • A sign is seen outside of an Amazon Go store at the Amazon.com Inc. headquarters on May 20, 2021 in Seattle, Washington.
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    David Ryder via Getty Images
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    Amazon brings cashierless tech to hospitals

    After opening automated stores on college campuses and in sports stadiums, the tech giant is moving into healthcare facilities.

    By James Pothen • Jan. 16, 2024
  • Person using a keyboard with 3 digital options to choose indicating experience. they selected a smily face with five star rating.
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    krungchingpixs via Getty Images
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    Customer data platforms take a leading role in the battle to improve CX

    CDPs help drive better CX outcomes and are critical to address cookie depreciation and privacy requirements, a new survey found. Yet, the rise of AI poses opportunities and challenges.

    By Rosalyn Page • Jan. 10, 2024
  • A person pushes an Instacart Caper Cart
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    Courtesy of Instacart
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    General Mills, Del Monte pilot ads on Instacart’s AI-powered smart carts

    Ads on the grocery platform’s Caper Carts include personalized recommendations based on real-time shopping behaviors.

    By Chris Kelly • Jan. 9, 2024
  • A headshot of Khozema Shipchandler
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    Courtesy of Twilio
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    Twilio appoints new CEO after co-founder steps down

    Khozema Shipchandler took over leadership of the customer engagement platform company as activist shareholders demanded drastic changes.

    By Jan. 8, 2024
  • A Rite Aid pharmacy storefront
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    Permission granted by Rite Aid
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    Rite Aid banned from use of facial recognition tech for 5 years

    The company’s “reckless” use of the technology harmed customers, the FTC said.

    By Nate Delesline III • Jan. 5, 2024
  • Woman holding smartphone and choosing goods in supermarket.
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    Shutterstock/Mangostar

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    Visa launches Web3 loyalty tool with focus on curated experiences

    The payment services is looking to meet consumers’ growing expectations for loyalty programs by enhancing them with gamified features, curated experiences and easier shopping.

    By Jan. 4, 2024
  • Two people sending money to each other through a digital wallet app on their smartphones.
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    MStudioImages via Getty Images
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    Companies expand digital payment options to improve checkout experience

    Embedded payment options like digital wallets are becoming table stakes for businesses looking for better checkout experiences.

    By Jan. 3, 2024
  • A wooden Google logo hangs at a stand at the 2022 Re:publica digital society festival on June 09, 2022 in Berlin, Germany.
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    Sean Gallup via Getty Images
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    How Google’s settlement will change in-app payments

    Google’s settlement with attorneys general this week includes a lengthy list of changes the tech titan must make in its approach to in-app payments.

    By Lynne Marek • Jan. 3, 2024
  • A man is on his laptop and is having problems buying an item online with a credit card. He sits at the kitchen table with breakfast.
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    nortonrsx via Getty Images
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    Poor website experiences are costing businesses

    Consumers abandon an average of five purchases every year due to poor websites, a Storyblok survey found.

    By Dec. 22, 2023
  • legal
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    Kevin Dietsch / Staff via Getty Images
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    For Southwest’s first chief customer officer, his No. 1 concern is trust

    Tony Roach spoke with CX Dive about the lessons learned from last year’s holiday travel fiasco, and what the airline is doing to illustrate improvements to customers.

    By Dec. 21, 2023
  • A customer has her image taken at the airport as part of Delta's Digital ID program.
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    Permission granted by Delta Airlines
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    Delta expands Digital ID program for ‘frictionless airport experience’

    The airline is using its biometric facial matching technology to work around physical ID checks at select airports.

    By Dec. 18, 2023
  • 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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    How to maintain trust in the holiday cyberthreat season

    Trust is a cornerstone of a good experience, and retailers need to reassure customers that their data is safe during the holidays.

    By Dec. 18, 2023
  • An Internal Revenue Service building.
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    Chip Somodevilla via Getty Images
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    IRS wants to make it easier for you to pay your taxes

    The agency, as it puts a renewed focus on taxpayer experience, is piloting its own tax filing software.

    By Dec. 15, 2023
  • The Adobe logo is displayed on the side of the Adobe Systems headquarters January 15, 2010 in San Jose, California.
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    Justin Sullivan via Getty Images
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    Adobe leans into AI-powered tools as demand for digital experiences grows

    The vendor is reimagining its Experience Cloud suite and creating new generative AI-powered solutions to fuel growth in coming quarters.

    By Dec. 14, 2023
  • An over-the-shoulder shot of a person using a smartphone to check the balance of a digital wallet while standing on a city street at night.
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    gorodenkoff via Getty Images
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    Google Pay to launch buy now, pay later pilot

    The tech giant tapped Affirm and Zip to pilot installment payment options through Google Pay.

    By Caitlin Mullen • Dec. 14, 2023
  • Healthcare worker works on a digital tablet
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    gorodenkoff via Getty Images
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    Qualtrics partners with Epic to improve patient experience

    One of the first phases of the partnership will be capturing the “voice of the patient,” Qualtrics' chief medical officer told CX Dive.

    By Dec. 7, 2023
  • Online shopping in a cafe
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    filadendron via Getty Images
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    Rage clicks and dead links: Online shopper frustration grew on Cyber Monday, research finds

    Cyber Monday spending hit an all time high, but shoppers' frustration grew along with it.

    By Dec. 5, 2023
  • Staples store in Studio City, Ca.
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    GDMatt66 via Getty Images
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    Staples’ deliveries, customer service hit by cyberattack

    The office supply retailer expects to fully catch up on back orders after online processing and deliveries were briefly disrupted.

    By David Jones • Dec. 1, 2023
  • The cloud-shaped salesforce logo is shown on the side of a building, the company's headquarters.
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    Stephen Lam / Stringer via Getty Images
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    Salesforce boasts it is the ‘No. 1 AI CRM’

    With the booming popularity of Einstein GPT, Salesforce is leading the way in implementing AI into CRMs.

    By Dec. 1, 2023
  • Southwest Airlines employee Agnes Chu of Oakland, California assists passenger Lois Ryals of Philadelphia, Pennsylvania at Philadelphia International Airport May 10, 2004 in Philadelphia, Pennsylvania
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    William Thomas Cain via Getty Images
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    5 experts on how airlines can maintain good CX during the Thanksgiving rush

    Carriers that failed to get a handle on predictable disruptions last year don’t have the luxury of failing customers again this year.

    By Updated Nov. 27, 2023