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.

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.

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.

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.

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.

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.

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.

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.

Uber becomes Delta’s latest loyalty program partner

SkyMiles members earn one mile per eligible dollar spent on UberX rides to and from airports, among other benefits.

Customer service worker shortage grew in Q1, despite wage increases

Worker burnout is causing more employees to quit and fewer candidates to apply, according to a Resume Now report.

Updated April 28, 2025

Instacart to introduce quality scores for workers

The grocery technology company will provide performance feedback that incorporates factors like the total number of items found, requested refunds and damaged products.

Google keeps feedback, experience top of mind as it expands AI search

A more advanced version of AI Overview, called AI Mode, is collecting feedback from more advanced users that could inform the general search experience.

American Airlines touts loyalty wins as revenue growth stagnates

Despite weaker travel demand in the main cabin, the carrier, like Delta Air Lines and United Airlines, pointed to its loyalty program and premium offerings as strengths.

Chipotle wants its workers to smile for customers

The restaurant chain plans to improve CX through friendliness. “The fact is smiles down the line don't slow us down,” CEO Scott Boatwright said.

Inside Walmart’s all-in playbook for generative AI, agentic tools

The company is “throwing the doors wide open” and wants associates to use the technology every day, executives said.

American Airlines redesigns app in response to customer feedback

The airline aims to make the mobile app a one-stop shop for travelers with an intuitive layout.

Blind worker to receive $250,000 for call center’s failure to accommodate

The Results Companies “did not avail itself of the free resources” offered to make a screen reader more compatible with its systems, per the lawsuit.

After record high, customer satisfaction with airlines falls

Customer satisfaction dropped 4% from last year, driven by business customer dissatisfaction, the American Customer Satisfaction Index found.

Traffic, out-of-stocks contribute to falling store CX during peak times

Retail customer satisfaction reaches its low point between 6 and 8 p.m. daily, but smart staffing throughout the day can elevate the experience, according to HappyOrNot.

FTC lawsuit: Uber made it too hard to cancel Uber One subscriptions

Uber contests the allegations, which include claims the delivery platform signed consumers up without their consent and charged them too early, according to a complaint filed Monday.

Verizon plans AI-driven experiences as it fights customer churn

The wireless network provider reported higher levels of customer churn in the first quarter following price hikes. Executives see AI-driven customer experiences as part of the solution.

Most consumers will pay 25% more for their favorite brands, survey finds

Positive customer experiences, consistent product quality and long-term brand familiarity drive greater loyalty, a UserTesting study found.

Consumers want swift customer service no matter the channel

Most customers expect a response within an hour, but for some it’s as quick as five minutes.

Wegmans’ elevated shopping experience goes digital

The East Coast grocer recently launched a “new and improved” website and mobile app with enhanced personalization. Here’s a closer look.