Amazon adds new grocery tools to Alexa

Alexa+ can order groceries from Amazon Fresh and Whole Foods Market, track purchase history, and remember recipes and dietary preferences.

Best Buy prioritizes omnichannel experience, returns to sales growth

The electronics retailer credited investments in personalization, stores and personnel for better-than-expected sales growth in its latest quarter.

Tariffs are spooking consumers

As the tariffs take effect and inflation looms, businesses are working to retain consumers who are looking to cut back.

Instacart steps up AI deployments

The grocery technology company aims to use AI to improve shelf scanning, with plans to test the capability on videos taken by workers and from its Caper Carts.

Lowe’s, Home Depot bring advice online with AI-powered tools

Both of the home improvement retailers released tools this week that seek to offer shoppers the level of guidance they would receive in-store while browsing online.

The risks of generative AI in CX — and how to overcome them

Implementing customer-facing generative AI poses challenges, from the potential degradation of customer experience to unexpected costs.

Consumers say it’s harder to interact with businesses

Customers say companies are more interested in technological investments that improve profits rather than their experience, a Pegasystems survey found.

How DSW’s CMO is overhauling the brand for a new age of retail

Sarah Crockett detailed her approach to rehabilitating the brand while keeping its most loyal customers.

Portillo’s launches loyalty without an app

The hot dog chain hopes its loyalty program, based in digital wallets, can offer personalized options for guests and businesses without causing app fatigue.

Target aims to triple its paid loyalty program membership in three years

The company added 13 million members to its loyalty programs in 2024. It plans to enhance its paid program with monthly gifts and exclusive deals to help it grow.

Target puts reliability at the forefront of its CX strategy

Leaders cited consistently fast checkout and high in-stock rates among their goals for the in-store experience.

Hotel Tech-in: The AI agent fielding front desk calls

Canary Technologies’ AI Voice platform can answer guest calls, reply to questions and make or cancel bookings.

Gen Z used BNPL more than credit cards over holidays, survey finds

It was the first J.D. Power survey to show that BNPL overtook credit card use among that demographic.

Luxury shoppers embrace AI, but remain wary of sharing personal information

Two-thirds of luxury fashion customers use AI when they browse online, but are cautious about the details they provide, according to a Saks Global survey.

Bath & Body Works’ loyalty shines as it aims for a return to sales growth

Loyalty, marketing and technology are central to the specialty retailer’s plan to boost sales.

Consumer spending falls, highlighting fading confidence

Two closely tracked gauges of consumer confidence slid in February, pushed down by concerns about import duties enacted by the Trump administration.

Warby Parker pushes CX investments in-store and online

The eyeglasses retailer is rolling out an AI-powered recommendation engine and helping associates train to become opticians.

Bank of America’s consistently convenient experiences boost digital engagement

The bank surpassed 26 billion digital interactions last year, including 676 million interactions with its AI-powered assistant Erica.

EBay turns to AI to power the future of e-commerce experiences

Last year’s investments in LLMs will help refine experiences like Shop the Look in 2025, according to CEO Jamie Iannone.

Generative AI and social media dominate purchase decisions

Consumers are turning to social media as a primary source when shopping, Capgemini found. Now, they want generative AI to aggregate those results.

As long wait times persist, customers embrace AI for speedier service

Customers are open to using multiple channels for a single customer service inquiry, and this is where AI can shine, according to a Vonage survey.

Generational differences govern online fashion shopping behavior: report

Older customers prioritized discounts and younger shoppers said they were especially motivated by products that offered high quality, according to a new report from Wunderkind.

Lowe’s boasts growth in DIY loyalty, pro sales

The retailer's investments in its online service, including the in-store pickup experience, paid off with higher customer satisfaction scores.

Why businesses employ process mining for CX data analysis

By analyzing organizational data to uncover bottlenecks, process mining bridges the gap between the customer-facing journey and the operational systems required to deliver it.

Home Depot doubles down on pro customer experience

Investments in the contractor experience drove more than $1 billion in annual incremental sales in 17 markets, executives said on a Q4 earnings call.