Technology: Page 8
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Courtesy of Sam's Club
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 -
NicoElNino via Getty Images
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 -
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 -
Vaidik Trivedi
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 -
Courtesy of Amazon
Amazon expands smart carts pilot
The tech giant’s smart shopping carts, designed to speed up the checkout process, are now available for use in a California Whole Foods store.
By James Pothen • Feb. 28, 2024 -
Justin Sullivan / Staff via Getty Images
Google Pay app to be retired in US this year
“To simplify the app experience, the U.S. version of the standalone Google Pay app will no longer be available,” the tech giant said in a Thursday blog post.
By James Pothen • Feb. 26, 2024 -
Pekic via Getty Images
Are businesses listening to what customers don’t say?
CX leaders need to pay attention to the "silent signals" from unhappy customers who don’t raise their hands to voice their complaints.
By Michael Hinshaw • Feb. 22, 2024 -
Courtesy of Starbucks
Starbucks, Bank of America tie up loyalty programs
Eligible Bank of America card holders can link their Starbucks rewards account to earn 2% cashback on qualifying purchases and one star for every $2 spent at one of the coffee shops.
By Aneurin Canham-Clyne • Feb. 21, 2024 -
Courtesy of Publix
Self-checkout promises ultimate convenience. Is it doing its job?
The process can make for faster, easier experiences, but it needs regular attention and helpful associates to thrive.
By Bryan Wassel • Feb. 20, 2024 -
Aja Koska via Getty Images
Shop ‘n Save to boost loyalty offerings through new partnership
The independent regional grocer’s latest tie-up with Upside aims to improve customer loyalty through its existing promotion offerings.
By Peyton Bigora • Feb. 15, 2024 -
Mario Tama via Getty Images
Citi moves deeper into e-commerce through digital couponing
The bank recently launched a browser extension that searches for coupons on merchant checkout pages, suggests applicable codes and can activate cash-back offers.
By Suman Bhattacharyya • Feb. 14, 2024 -
Oatawa via Getty Images
Search refinement tools increase consumer spending, satisfaction
When one of the largest e-commerce platforms in China rolled out a picture-text refinement search tool, it became a win-win for the company and its customers.
By Kristen Doerer • Feb. 12, 2024 -
Courtesy of Wayfair/PRNewswire
Wayfair introduces Decorify app to Apple Vision Pro
The company is adding new digital tools for customers in the midst of a turnaround.
By Tatiana Walk-Morris • Feb. 12, 2024 -
Pgiam for iStock via Getty Images
Inside the IRS’ journey to allow taxpayers to file for free
In designing the free tax filing product, the IRS focused on ease of user experience as well as scalability.
By Kristen Doerer • Feb. 8, 2024 -
Courtesy of KFC
KFC US launches points-based digital rewards program
Members earn 10 points for every eligible dollar spent online. Points are redeemable for free food in KFC’s Secret Recipe Vault, which rotates rewards.
By Julie Littman • Feb. 8, 2024 -
courtneyk via Getty Images
Customer service leaders to prioritize customer journey analytics in 2024
As customer journey analytics become more affordable and accessible, more leaders are investing in the service.
By Kristen Doerer • Feb. 7, 2024 -
Justin Sullivan / Staff via Getty Images
McDonald’s invests aggressively in technology
The fast food giant’s three-pronged plan aims to digitally transform customer experience, franchise operations and core systems, President and CEO Chris Kempczinski said Monday.
By Matt Ashare • Feb. 7, 2024 -
Lynne Marek/CX Dive
Aldi debuts automated checkout tech at Chicago-area store
The retailer is working with artificial intelligence startup Grabango to offer the service for the first time in the U.S. at a location in the Chicago suburb of Aurora, Illinois.
By Sam Silverstein , Lynne Marek • Feb. 6, 2024 -
Julia Gomina via Getty Images
Aisles Abroad: How grocers overseas are innovating checkout experiences
From paying with smiles to personalized pricing for scan-and-go, here’s how grocers outside the U.S. are offering different ways to shop and pay.
By Catherine Douglas Moran • Feb. 2, 2024 -
Saklakova via Getty Images
Hilton expands on-property messaging in bid to enhance guest experience
The mobile messaging platform will be available across its entire portfolio by the end of 2024 to “support the growing need for frictionless travel.”
By Jenna Graber • Feb. 1, 2024 -
Hispanolistic via Getty Images
Where CX is headed in 2024
CX Dive gathered stories that detail the trends and challenges for CX leaders in the year ahead.
By Kristen Doerer • Jan. 31, 2024 -
ipuwadol via Getty Images
What makes for a good CX tech stack in 2024?
Each company has different tech needs, but here are some guiding principles to create the optimal tech stack.
By Kristen Doerer • Jan. 31, 2024 -
Permission granted by SAP
Swarovski brings luxury CX online with careful listening and constant testing
The luxury retailer aims to recreate the elevated in-store experience by ensuring digital customer journeys offer the same level of curation.
By Bryan Wassel • Jan. 29, 2024 -
AntonioGuillem via Getty Images
Brands have an overinflated view of their CX quality
A majority of leaders think they’re offering impressive online experiences, Deloitte found, but less than half of customers agree.
By Bryan Wassel • Jan. 29, 2024 -
Retrieved from Giant Eagle.
Giant Eagle revamps loyalty program
The grocer has made changes to its myPerks program that include additional redemption choices and the ability for frequent shoppers to earn points at an accelerated rate.
By Sam Silverstein • Jan. 26, 2024 -
iStock via Getty Images
University of Utah Health doubled patient feedback for actionable insight
The healthcare provider was able to collect and analyze patients’ comments at scale after implementing an experience management system.
By Kristen Doerer • Jan. 26, 2024
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