The Latest

  • Co-founder and CEO Klarna Sebastian Siemiatkowski and Jonathan Shieber during TechCrunch Disrupt London 2015 - Day 1 at Copper Box Arena on December 7, 2015 in London, England.
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    John Phillips via Getty Images
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    Klarna changes its AI tune and again recruits humans for customer service

    Over a year after claiming that its AI chatbot could do the work of 700 representatives, Klarna is turning back to people to help with customer service work.

  • close up ChatGPT official app icon on screen.
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    Robert Way via Getty Images
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    ChatGPT is getting more shopper friendly

    OpenAI wants to make it easier for shoppers to find, compare and buy products as more customers turn to generative AI for purchases.

  • The Sonos app on a smartphone screen.
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    "Sonos" by Focal Foto is licensed under CC BY-ND 2.0
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    Sonos puts faith in software updates to restore trust

    “My view here is simple: Our software must be responsive, reliable and intuitive. No exceptions,” interim CEO Tom Conrad said during an earnings call.

  • A Lyft logo is displayed on a vehicle driving through Times Square.
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    Drew Angerer via Getty Images
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    Why Lyft’s CEO regularly spends time as a driver

    Lyft CEO David Risher often picks up riders and speaks with drivers to see where the experience may be falling short.

  • A Target employee completes an in-store checkout purchase and hands a customer a receipt.
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    Permission granted by Target
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    One year later, Target calls express self-checkout a success

    The retailer’s self-checkout limits led to shorter transaction times, higher NPS and more customers choosing staffed registers.

  • Multiple Frontier Airlines planes at Concourse A in Denver.
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    mtcurado via Getty Images
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    Frontier focuses on its value proposition as leisure travel tapers off

    The budget carrier is cutting flights during off-peak days and emphasizing its bundled offerings.

  • Person working on crafts in Etsy campaign spot
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    Courtesy of Etsy
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    Etsy is leveraging AI to boost personalization

    In its latest earnings call, the marketplace said personalized homepages yielded nearly double the engagement compared to those without personalization.

  • A sign is posted in front of eBay headquarters.
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    Justin Sullivan / Staff via Getty Images
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    EBay rolls out conversational AI shopping agent

    The tool offers suggestions and advice based on customers’ shopping preferences to assist with product discovery.

  • AIrbnb logo displayed on a phone
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    Carl Court via Getty Images
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    Airbnb brings AI customer service agent to half of US customers

    “It's already led to a 15% reduction in people needing to contact live human agents," CEO Brian Chesky said.

  • A hand holding a phone with grocery ordering on the screen.
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    milindri via Getty Images
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    How grocers can meet Gen Z’s digital expectations

    This generation’s needs should serve as the playbook for creating omnichannel capabilities that highlight value and authenticity while bettering the in-store experience, sources said.

  • The Amazon logo seen at Amazon campus in Palo Alto, California on February 18, 2020.
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    hapabapa via Getty Images
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    Amazon remains bullish on AI as Alexa+ rolls out

    The AI agent has reached more than 100,000 users to a positive early response, but Amazon is just beginning to reinvent CX through AI, according to CEO Andy Jassy.

  • A man leaves a 1-star review on his phone.
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    Sorapop via Getty Images
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    How negative reviews can actually improve customer satisfaction

    Negative reviews can harm a brand’s reputation, but research shows there are benefits, too, especially when a company responds effectively.

    Updated May 7, 2025
  • An image ofa brick colored building with a logl of a red-headed girl with pigtails.
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    Courtesy of Wendy's
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    Wendy’s to deploy drive-thru AI to over 500 restaurants this year

    The chain has already installed Fresh AI at over 160 units as part of its larger strategy to improve the customer experience.

  • An image of the Shake Shack logo on a window.
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    Scott Olson via Getty Images
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    Shake Shack rolls out digital menu boards, combos to speed up drive-thru

    The drive-thru efforts build on five consecutive quarters of improvements to speed of service and order accuracy.

  • A person with long blond hair, wearing a pink shirt, holds up a photo of another person.
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    Andrew Harnik via Getty Images
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    What a White House-Amazon kerfuffle says about tariffs, prices and talking to customers

    Amazon says it decided against telling shoppers how new duties affect prices, a plan the White House slammed as “hostile and political.” But is it a good idea? Yes and no.

  • The eBay logo is displayed outside company headquarters.
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    Justin Sullivan via Getty Images
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    For eBay, experiences are all about AI

    More than 10 million unique sellers have used Magical Listings, which simplifies product listing using AI.

  • A woman holds a phone displaying social media apps.
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    Roni Bintang via Getty Images
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    Consumers waffle over using social, generative AI to shop

    Customers may not be comfortable with advanced shopping tech and allowing AI to analyze their personal data, according to a KPMG report. 

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    Spencer Platt via Getty Images
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    Tariffs threaten to erode brand loyalty, Wunderkind survey finds

    If prices rise, nearly 2 in 5 consumers will shop for the best deals, even if that means going elsewhere.

  • Person wearing Apple Vision Pro at Lowe's
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    Courtesy of Lowe's
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    Lowe’s expands in-store pilot of kitchen visualization tech

    After initial tests last year, the home improvement retailer is bringing its Style Studio tech to stores in California and Texas for three months.

  • A Starbucks barista hands a customer a coffee
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    Courtesy of Starbucks
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    Starbucks’ employee, algorithm investments show signs of paying off

    Pilot programs last quarter proved workers, not equipment, are the key to solving Starbucks’ low throughput woes, according to CEO Brian Niccol.

  • A person opens their paycheck.
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    AndreyPopov via Getty Images
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    Should companies tie NPS scores to employee bonuses?

    Businesses that peg net promoter scores to pay say it elevates customer experience mandates. But experts warn that without proper guardrails, the metric's reliability is at stake.

  • A person holds a credit card and sits with a laptop on her lap. The screen is open to show a shopping website.
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    FG Trade via Getty Images
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    Online retailers in the US spent an average of $400k on AI last year

    Despite aiming that investment at customer experience, 30% of executives told Storyblok that the tech only slightly improved the shopper’s experience.

  • Travelers with their bags stand in front of a JetBlue sign that reads "Ready to jet?"
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    Jeenah Moon via Getty Images
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    JetBlue touts customer satisfaction as travel demand slows

    Like other airlines, JetBlue is leaning on premium offerings and its loyalty program as consumers pull back on travel.

  • Tourists walk past the headquarters of the Internal Revenue Service near the National Mall on April 7, 2023 in Washington, DC.
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    Chip Somodevilla via Getty Images
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    Satisfaction with government services faces headwinds in 2025

    While the metric has been increasing, there is still a sizable gap between government and other industries, Qualtrics found.

  • Shoppers look through a store closing sale at Macy's.
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    Cara Salpini/CX Dive
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    Consumer expectations plunge at fastest pace since 1990 recession

    “Some measures of expectations on both the business and consumer fronts look outright recessionary,” Goldman Sachs Chief Economist Jan Hatzius said.