Technology: Page 6
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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 -
Julia Gomina via Getty Images
Self checkout boasts ‘record’ year: report
The U.S. is the world’s largest self-checkout market, driven in part by supermarket chains and c-stores, even as some retailers pull back on the tech.
By Tatiana Walk-Morris • July 9, 2024 -
Explore the Trendline➔
nazar_ab via Getty Images
TrendlineTechnology
In this Trendline, CX Dive explores what technology businesses are investing in to improve CX and examples of successful rollouts.
By CX Dive staff -
Scott Olson via Getty Images
Foot Locker makes it easier for loyalty members to earn and redeem rewards
FLX Rewards’ streamlined benefits and enhanced search reflect broader loyalty program trends in the retail industry.
By Bryan Wassel • June 25, 2024 -
Courtesy of Starbucks
Starbucks, Marriott Bonvoy link loyalty programs
The deal is the latest in Starbucks’ large, corporate rewards partnerships, which have seen the coffee giant link up with Bank of America and Delta SkyMiles.
By Aneurin Canham-Clyne • June 21, 2024 -
Chip Somodevilla via Getty Images
Apple to drop BNPL option in US
The tech giant said it will discontinue its buy now, pay later service and shift to offering consumers alternative payment options.
By Patrick Cooley , Lynne Marek • June 18, 2024 -
Joe Raedle via Getty Images
McDonald’s ends IBM drive-thru voice order test
The fast food chain still sees a future for automated order taking at the drive-thru and expects to make a decision about the tech by year’s end.
By Aneurin Canham-Clyne • June 17, 2024 -
Courtesy of Walmart
Walmart to bring electronic shelf labels to thousands of stores
The retailer expects to deploy the technology to 2,300 locations by 2026 in a bid to improve efficiency and customer service.
By Sam Silverstein • June 11, 2024 -
Courtesy of Walmart
Walmart tests in-app generative AI shopping assistant
The tool will let shoppers narrow their searches using natural language queries, helping them dig through complicated product categories for the right item.
By Bryan Wassel • June 10, 2024 -
Courtesy of Instacart
Q&AHow smaller grocers can go big on loyalty
Digital coupons alone aren’t enough for independent retailers to stand out, said Bill Gray, president of Givex Rewards. “They need to have that extra layer of panache, that extra layer of touch.”
By Sam Silverstein • June 10, 2024 -
Bryan Wassel/CX Dive
How engaged employees can become evangelists for new tech rollouts
Frontline teams can serve as proponents of new technology, helping increase adoption across the enterprise, according to PNC’s Pete Wheelhouse.
By Bryan Wassel • June 6, 2024 -
Drew Angerer / Staff via Getty Images
Microsoft enters contact center market with generative AI assistant
The Dynamics 365 Contact Center Copilot is a step into an established vendor marketplace that includes AWS, NICE and Genesys.
By Kristen Doerer • June 5, 2024 -
Courtesy of Timeshifter
Hotel Tech-in: The app helping guests beat jet lag
InterContinental Hotels & Resorts has tapped Timeshifter, which uses science to help travelers navigate time differences, to improve the guest experience.
By Noelle Mateer • June 5, 2024 -
Octavio Jones via Getty Images
Best Buy balances tech and staff investments to boost customer experience
The retailer expects AI-powered review filters, personalized app home screens and dedicated staff in certain departments to improve shopping experiences.
By Bryan Wassel • June 3, 2024 -
Permission granted by Dollar General
Dollar General to eliminate ‘vast majority’ of self-checkout, reduce new store openings
Despite a 6% Q1 net sales rise and performance that beat analyst expectations, shrink remains a significant headwind, CEO says.
By Nate Delesline III • June 3, 2024 -
Stephen Lam / Stringer via Getty Images
Salesforce earnings disappoint, but CX use cases are a bright spot
The CRM provider expects its sales slowdown to reverse as more companies dig into customer data to fuel generative AI investments.
By Kristen Doerer • May 31, 2024 -
Courtesy of Emperia
Walmart launches immersive digital shopping experience
Walmart Realm is composed of influencer-led virtual shops that are meant to shorten the distance between inspiration and commerce.
By Tatiana Walk-Morris • May 30, 2024 -
Permission granted by CosMc's
CosMc’s launches loyalty app
The McDonald’s spinoff launched an app despite having only four locations, in a possible show of the burger giant's confidence in its new brand.
By Aneurin Canham-Clyne • May 29, 2024 -
Poike via Getty Images
Fraud prevention efforts boost customer satisfaction, study finds
Breaches erode trust, but improved cybersecurity measures can improve customer experience while protecting data, according to a survey by PYMNTS Intelligence and Nuvei.
By Bryan Wassel • May 28, 2024 -
Spencer Platt via Getty Images
Lowe’s customer satisfaction rises as it rolls out new in-store tech tools
The company’s long-term store transformation plan includes updates to self-checkout and a tool that lets associates add online orders to in-store transactions.
By Bryan Wassel • May 21, 2024 -
Retrieved from Chestnut Market.
5 ways retailers can improve the self-checkout experience
Experts from Mashgin, Invenco and other firms recently discussed common issues they see with kiosks and how retailers can address them.
By Brett Dworski • May 21, 2024 -
Brandon Bell via Getty Images
Home Depot pursues contractors with CX upgrades
While the company aimed the bulk of its CX upgrades at professionals, DIY customers will also benefit from an improved search engine and other enhanced features, executives said on an earnings call.
By Bryan Wassel • May 20, 2024 -
agrobacter via Getty Images
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 Kristen Doerer • May 16, 2024 -
Permission granted by Uber
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 -
RainStar via Getty Images
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 -
Kiran Ridley via Getty Images
OpinionWhy 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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