Cava deploys tech to free up workers’ time to connect with guests

The company is investing in automated food production for digital orders only, as “technology should enhance, not replace the human experience,” CEO Brett Schulman said.

As hotel loyalty programs lose value, could AI come to the rescue?

An Accenture study finds that the perceived value of loyalty schemes is dwindling among consumers. AI could help hotels turn things around.

Fanatics goes all in on exclusivity with launch of new loyalty program

Fanatics ONE offers customers increasingly exclusive perks as they climb tiers, such as being put at the front of the line when they contact customer service.

Customer dissatisfaction over quality, price and quantity grows

While the dip in Q2 is minor, the trend of declining satisfaction is significant — and concerning, ACSI’s Forrest Morgeson said. 

DEI pushback affects LGBTQ+ marketing: Here’s what the numbers say

Inclusive ads impact the purchasing behavior of 77% of LGBTQ+ consumers, according to data from Disqo and Do the Werq.

Stitch Fix adds more AI experiences, but stylists aren’t forgotten

The AI Style Assistant helps clients articulate their fashion needs, while the Stylist Connect experience lets users chat with stylists between orders.

Wendy’s wants good experiences to drive frequency as consumers pull back spending

Customer satisfaction on orders were up significantly year over year, but it wasn’t enough to offset a negative quarter.

Pinterest has ‘effectively become an AI-enabled shopping assistant,’ CEO says

The platform is focusing on AI-powered visual search and product discovery, leading to cumulative gains across the business, CEO Bill Ready said.

Stressed, bored and curious: How consumers are approaching food shopping right now.

Shoppers don’t just want retailers to echo their economic anxieties — they want help discovering new food and beverages, the Kearney Consumer Institute found.

Airbnb charts AI-first path as it expands customer service agent

“I think you can’t do travel planning without AI going forward,” CEO Brian Chesky said.

Duolingo went ‘AI-first’ and then came the consumer backlash

CEO Luis von Ahn acknowledged that the company’s customer growth, while still impressive, was dampened by his AI commentary.

Warby Parker to end home try-on program as it focuses on stores, digital experience

The eyewear company said the vast majority of the program’s users live within 30 minutes of one of the retailer’s 300 stores.

Burger King, Tim Hortons see highest customer satisfaction in years

The burger chain's customer satisfaction rose following improvements in areas like friendliness and order accuracy, while Tim Hortons’ focus on faster speed of service paid off.

McDonald’s loyalty program is making progress, but executives see work ahead

With the vast majority of U.S. consumers already visiting McDonald’s, CEO Chris Kempczinski sees loyalty-driven frequency as the key for sales growth.

Bipartisan call center bill seeks to deter offshoring, disclose AI use

The Keep Call Centers in America Act would limit access to grants and loans for companies that move customer service jobs overseas.

Companies are charging for better customer support. But should they?

From Delta Air Lines to Meta, a variety of businesses are testing tiered customer service. While it encourages loyalty in some industries, it can erode trust in others.

Yum Brands turns to AI to aggregate social media, third-party reviews

The Byte system of AI technologies is helping power advanced voice of the customer tools while improving the drive-thru experience, executives said on a Q2 2025 earnings call.

Starbucks sees a CX future in its coffeehouse roots. Is that enough?

Though there are signs of improvement, the coffee chain is up against a changed customer base. The standards pioneered during its rise are now table stakes for any coffee vendor.

Etsy bets on its app as declines persist

The company’s ranking model has lost steam, so it is retooling its platform to leverage large language models and generative AI.

Wayfair’s curated product program boosts customer satisfaction

“The verified checkmark provides a guidepost for shoppers as they navigate our endless aisle, and the response from customers has been very positive,” CEO Niraj Shah said.

JetBlue boosts customer satisfaction, says financial gains will follow

“We believe that on-time performance and customer satisfaction are leading indicators for improved financial performance and that running a strong operation is essential,” CEO Joanna Geraghty said. 

Wingstop eyes loyalty program pilot for Q4

The fast casual chain will leverage learnings from 60 million digital customers as part of its upcoming launch to create a differentiated membership program.

Amazon zeroes in on delivery speed, pursues greater AI ambitions

The digital retailer is sharpening its experience with faster delivery while rolling out Alexa+ to more users ahead of what CEO Andy Jassy sees as an AI-driven future.

JetBlue, United joint loyalty program cleared for takeoff

With approval from the Department of Transportation in hand, the two airlines plan to proceed with its Blue Sky program and roll out customer benefits this fall.

Sprouts’ loyalty program commences national rollout

Live at approximately 75 stores and fully implemented across its home state of Arizona, the specialty grocer’s program is on track to reach all stores by the end of October.