Instacart sees smart carts as key growth driver

The company expects to deploy thousands of its screen-equipped carts in grocery stores by the end of 2024, CEO Fidji Simo said.

By Sam Silverstein • May 14, 2024

Shake Shack’s kiosks are now its largest ordering channel

The chain added upselling options to its kiosks and made the channel’s customization experience more similar to online ordering.

By Julie Littman • May 7, 2024

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

Automatic age verification comes to self-checkout

An AI-driven solution that’s being tested in Germany has eliminated the need for cashier intervention in 80% of age-restricted transactions, manufacturer Diebold Nixdorf said.

By Jessica Loder • May 6, 2024

IHOP’s point-of-sale migration is boosting speed, check totals

The diner chain has nearly completed a two-year migration of 1,500 restaurants to Tray’s platform, which integrates with handheld server tablets to trim order and pay times. 

By Emma Liem Beckett • May 3, 2024

Williams Sonoma debuts new mobile app

The app gives users access to recipes, the ability to create and manage registries, connect with design experts and shop by room. 

By Tatiana Walk-Morris • May 2, 2024

Starbucks’ mobile ordering is so popular, it’s slowing some orders down

The company will roll out new procedures that will help workers reduce wait times, CEO Laxman Narasimhan said Tuesday.

By Bryan Wassel • May 1, 2024

Sam’s Club customers leave 23% faster with AI receipt verification

The AI-powered receipt verification is increasing customer satisfaction, too, according to the company.

By Bryan Wassel • Updated May 1, 2024

Amazon introduces shoppable, ad-supported channel to Prime Video, Freevee

The channel leverages Amazon’s “shop the show” technology to enable viewers to easily purchase content seen on their TV screen via a mobile device.

By Aaron Baar • April 23, 2024

Health insurance is missing the mark on digital CX

Two in five consumers experienced problems when using their health insurance’s website or app in the past year, according to a J.D. Power study.

By Kristen Doerer • April 17, 2024

How Christian Dior made virtual try-ons a luxury experience

A virtual activation made with Perfect Corp. and Teads led to a 17% rise in consumers who recognize Christian Dior as a premium brand. 

By Aaron Baar • April 11, 2024

Conversational support grows as AI improves the chatbot experience

Conversational messaging has grown to meet customers’ demand for more self-service options, Infobip found.

By Kristen Doerer • April 9, 2024

Whole Foods to pull Amazon’s Just Walk Out technology from stores

The specialty grocer, which operates the checkout tech at just two stores, will follow the same path as Amazon Fresh stores in the U.S., a spokesperson confirmed Friday.

By Peyton Bigora • April 9, 2024

Gopuff adds 20-minute delivery

The new $1.49-per-order service is the latest development for the instant commerce company’s subscription program.

By Jessica Loder • April 5, 2024

Marriott Bonvoy tests AI-powered search to personalize travel planning

Homes & Villas by Marriott Bonvoy is letting shoppers search its rentals however they like — even without a specific destination in mind.

By Bryan Wassel • April 3, 2024

Digital wallets to overtake debit cards in stores: report

Having already dominated e-commerce transactions, digital wallets are projected to overtake at least one traditional form of payment in stores, according a Thursday report by Worldpay.

By James Pothen • March 27, 2024

E-commerce expectations are high, and well-organized reviews are a must

Consumers consider on-site reviews part of a good experience, while poor customer service can prevent them from returning, a Celigo survey found.

By Bryan Wassel • March 21, 2024

Afterpay expands merchant partners as it looks past apparel

In addition to Kendra Scott and Diane von Furstenberg, the installment payments provider is bringing on brands like Made In Cookware.

By Tatiana Walk-Morris • March 18, 2024

Can tech perfect the self-checkout experience?

Modern self-checkout technology can create experiences that are convenient, fast and easy — but it can’t fix every problem.

By Bryan Wassel • March 13, 2024

JPMorgan to launch biometric checkout next year

The bank’s payments unit plans to engage in more pilots this year before rolling out the checkout service broadly next year, said Prashant Sharma, JPMorgan’s executive director of biometrics and identity solutions.

By Caitlin Mullen • March 12, 2024

IHG approves slew of hotel digital tipping solutions

The hotel group approved several vendors that allow guests to tip staff digitally in a bid to improve guest and employee satisfaction.

By Noelle Mateer • March 11, 2024

Kroger invests in cross-channel customer experiences

The grocer is planning on piloting drive-thru pickup lanes and tools to help associates more efficiently prepare items for pickup.

By Bryan Wassel • March 8, 2024

Foot Locker touts high NPS scores as sign of turnaround

The retailer credited store associates for its high net promoter scores and shared its plans to better connect its digital and physical experiences.

By Bryan Wassel • March 7, 2024

1 in 3 Sam’s Club members use scan-and-go technology regularly

The club retailer is expanding the digital capability’s reach after customer usage surged last year.

By Peyton Bigora • March 7, 2024

What the Catalyst, Totango merger means for customer success teams

The merger marks a shift in the customer success software market, as the new company pushes to boost post-sale revenue throughout the customer life cycle.

By Kristen Doerer • March 5, 2024

Customers want mobile banking apps to go beyond transactions, Chase study finds

Consumers value the convenience and ease of mobile banking, and many want to use their apps for all their banking needs, Chase Bank found.

By Kristen Doerer • Feb. 29, 2024