Natural Grocers cracks down on egg prices with loyalty discount

The specialty grocer is encouraging people to sign up for its rewards program through a limited-time deal that offers up to 42% off a new line of eggs.

FTC delays enforcement of ‘click-to-cancel’ rule

The commission voted 3-0 to delay enforcement until mid-July to ensure companies had ample time to comply.

Expedia sees AI as the biggest change in experience since mobile

The travel booking company launched a partnership with Instagram that lets users build and book itineraries on the social media platform.

Applebee’s perks up its loyalty program with an emphasis on exclusivity

Parent company Dine Brands wants to use memorable loyalty opportunities and speedy service to help Applebee's and IHOP grow.

How the FTC’s junk fees rule sets a standard for hotel pricing nationwide

The latest standard to encourage transparent pricing goes into effect Monday. It could set a baseline for more regulation to follow.

People skills drive experience wins for Southwest, JetBlue, research finds

JetBlue and Delta have invested tens of millions of dollars training staff to be friendly and interactive, while Southwest hires for attitude.

Pinterest pins its future to visual search experiences

Investments in visual exploration are helping the company deliver more relevant ads while improving the browsing experience, CEO Bill Ready said.

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.

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.

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.

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.

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.

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.

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.

EBay rolls out conversational AI shopping agent

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

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.

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.

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.

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

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.

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.

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.

For eBay, experiences are all about AI

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

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. 

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.