The Latest

  • Customers enter a Kohl's store on an elevated walkway.
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    Justin Sullivan / Staff via Getty Images
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    Kohl’s knows it has an ‘inconsistent in-store experience,’ interim CEO says

    The retailer is adjusting its store layouts and reducing restrictions on coupons to create a more enjoyable and dependable shopping experience. 

  • A consumer browses shirts at a retail store.
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    Brandon Bell via Getty Images
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    3 challenges CX leaders will face for the rest of 2025

    A trade war, rising prices and fresh AI developments are putting CX teams in the hot seat.

  • A woman shows an older woman something on a smartphone.
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    Anchiy via Getty Images
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    Generational preferences are shaping attitudes toward customer service

    All consumers demand accuracy, while younger consumers stand out with an affinity for self-service and AI, a Decagon survey found.

  • Aldi Quarter Club merch
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    Retrieved from PR Newswire.
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    Aldi leans into its fan base to spur on loyalty

    The discount grocer is inducting 25 “Super Fans” into the first-ever Aldi Quarter Club, awarding winners with prizes and $1,700 worth of Aldi gift cards. 

  • A man orders food on his phone
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    FG Trade via Getty Images
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    Consumers want more control over loyalty program rewards

    Giving customers more flexible rewards can drive loyalty by delivering greater personalization and value, EPAM Systems found.

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    mvp64 via Getty Images
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    C-suite, workers eschew AI policies at work

    Employees of all levels are increasing security risks by misusing AI tools and disregarding protocols, according to a CalypsoAI survey.

  • Corporate business team on meeting in the office.
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    Violeta Stoimenova via Getty Images
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    Customer surveys alone are insufficient for understanding CX, study finds

    Conversational intelligence can fill the gaps in insight left by surveys, and merging both strategies can help leaders craft better experiences, experts say.

  • Pedestrians pass by a Bank of America branch.
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    Spencer Platt via Getty Images
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    How Bank of America’s Erica raised the stakes for virtual assistants

    “A big area of focus for us was: How can we find that balance between the AI support and the human support that Bank of America is known for?” said Jorge Camargo, head of digital platforms.

  • A hand holding an iPhone showing the Apple Pay setup screen. The interface displays a Mastercard graphic with instructions for adding a card, and the phone is partially in its packaging against a warm yellow background.
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    Alamy
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    US consumer trust in digital payments lags globally

    Consumers in the U.S. are less trusting than those in other countries when it comes to using digital tools to make payments, according to a fintech study.

  • Zoom's Eric Yuan
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    Kena Betancur via Getty Images
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    Zoom stakes the future of its contact center business in AI

    The vendor’s ability to support agents with AI, as well as offer agentic AI that can handle calls on its own, are each driving adoption, executives said.

  • An arm holds a smartphone over a takeout box that is on a red table. On the right is a QSR code.
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    Permission granted by DoorDash
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    DoorDash adds loyalty program for partner restaurants

    Restaurants can choose from visit-based or spend-based rewards programs, and customers can accrue points across multiple channels, including in-store.

  • A sign hangs near a Walmart store.
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    Joe Raedle / Staff via Getty Images
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    Walmart’s AI assistant will be ‘primary vehicle’ for shopping, CEO says

    The technology will power Sparky, the retailer’s customer-facing agent, while helping the retailer better understand and react to shopper needs, Doug McMillon said.

  • A worker checks out a customer at a Lowe's home improvement store.
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    Scott Olson / Staff via Getty Images
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    Lowe’s credits associate-facing app for customer satisfaction boost

    The Mylow Companion app is helping get new hires up to speed while enhancing the knowledge of experienced workers across departments, executives said.

  • Customers on the checkout line at a Target.
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    Justin Sullivan / Staff via Getty Images
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    Target’s incoming CEO makes consistent experiences a top priority

    The retailer plans to invest $4 billion this year to improve the shopping experience as Michael Fiddelke prepares to take the helm.

  • A collage of Chipotle-themed Urban Outfitters products
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    Courtesy of Chipotle
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    Chipotle targets Gen Z with college rewards program

    The fast casual chain is offering free points, occasional prize drops and faster rewards accrual to loyalty members who validate their college enrollment.

  • Call center agents handle customer service at desks
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    Jacob Wackerhausen via Getty Images
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    Want to boost loyalty? Fix your customers’ problems

    Solving customer challenges shows that “a brand sees them, hears them and, more importantly, is willing to take action to make their experience better,” one expert said.

  • Middle aged mentor helping employee with computer work
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    iStock / Getty Images Plus via Getty Images
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    How MLB is powering first-party data collaborations with Adobe

    The software company is expanding its Real-Time CDP Collaboration offering to help brands connect with other brands around data.

  • An associate stocks a shelf at a Home Depot
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    Brandon Bell / Staff via Getty Images
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    Home Depot focuses on faster deliveries to boost satisfaction

    Dedicated associates and machine learning-driven efficiency improvements helped the retailer achieve its fastest ever delivery speeds during the second quarter, executives said.

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    sanjeri via Getty Images
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    Deep Dive

    NPS has its flaws — but when is it the right tool for the job?

    The fluidity of customer experiences means a single label or number often doesn't tell the whole story. For CX teams, that requires looking beyond NPS.

  • A general view of atmosphere at The Moet Suite at the US Open on Sept. 3, 2011 in New York City.
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    Neilson Bardard via Getty Images
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    US Open serves AI add-ons for tennis matches

    With IBM, the United States Tennis Association is embedding the technology to improve the fan experience and boost productivity behind the scenes.

  • A guest checks in at a hotel.
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    Hispanolistic via Getty Images
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    Price lures hotel guests, but CX keeps customers coming back

    As more customers shop around, hoteliers need to offer great experiences across channels to keep travelers coming back, Qualtrics says.

  • A woman talks on a headset in front of a computer.
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    sturti via Getty Images
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    AI delivers the best customer support when it’s enhancing humans, study finds

    “AI is most effective when human agents can use it as a ‘sixth sense’ or as an ‘angel on the shoulder,’” Verizon Business’ Daniel Lawson said.

  • A Saks Fifth Avenue sign in Chicago.
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    Kaarin Moore/CX Dive
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    Saks Fifth Avenue taps AI for customer inquiries

    The luxury retailer is building off of NLX and Amazon Web Services technology to aggregate data for customer service agents to make more informed decisions.

  • Person shopping inside a Costco store.
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    Joe Raedle via Getty Images
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    Consumer anxiety about the economy is putting loyalty at risk

    Higher prices are consumers No. 1 concern, a Wunderkind survey finds. As shoppers become more price conscious, they are more willing to compare options.

  • A man sits in front of a computer with a hand on his head.
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    PhotoLife94 via Getty Images
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    Customers still don’t love AI in customer service

    While AI is making inroads in customer support, 82% of customers say they’d prefer human support even if wait times and time spent are the same, a HubSpot and SurveyMonkey report found.