Technology: Page 8
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Search refinement tools increase consumer spending, satisfaction
When one of the largest e-commerce platforms in China rolled out a picture-text refinement search tool, it became a win-win for the company and its customers.
By Kristen Doerer • Feb. 12, 2024 -
Courtesy of Wayfair/PRNewswire
Wayfair introduces Decorify app to Apple Vision Pro
The company is adding new digital tools for customers in the midst of a turnaround.
By Tatiana Walk-Morris • Feb. 12, 2024 -
Explore the Trendline➔
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TrendlineTechnology
In this Trendline, CX Dive explores what technology businesses are investing in to improve CX and examples of successful rollouts.
By CX Dive staff -
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Inside the IRS’ journey to allow taxpayers to file for free
In designing the free tax filing product, the IRS focused on ease of user experience as well as scalability.
By Kristen Doerer • Feb. 8, 2024 -
Courtesy of KFC
KFC US launches points-based digital rewards program
Members earn 10 points for every eligible dollar spent online. Points are redeemable for free food in KFC’s Secret Recipe Vault, which rotates rewards.
By Julie Littman • Feb. 8, 2024 -
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Customer service leaders to prioritize customer journey analytics in 2024
As customer journey analytics become more affordable and accessible, more leaders are investing in the service.
By Kristen Doerer • Feb. 7, 2024 -
Justin Sullivan / Staff via Getty Images
McDonald’s invests aggressively in technology
The fast food giant’s three-pronged plan aims to digitally transform customer experience, franchise operations and core systems, President and CEO Chris Kempczinski said Monday.
By Matt Ashare • Feb. 7, 2024 -
Lynne Marek/CX Dive
Aldi debuts automated checkout tech at Chicago-area store
The retailer is working with artificial intelligence startup Grabango to offer the service for the first time in the U.S. at a location in the Chicago suburb of Aurora, Illinois.
By Sam Silverstein , Lynne Marek • Feb. 6, 2024 -
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Aisles Abroad: How grocers overseas are innovating checkout experiences
From paying with smiles to personalized pricing for scan-and-go, here’s how grocers outside the U.S. are offering different ways to shop and pay.
By Catherine Douglas Moran • Feb. 2, 2024 -
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Hilton expands on-property messaging in bid to enhance guest experience
The mobile messaging platform will be available across its entire portfolio by the end of 2024 to “support the growing need for frictionless travel.”
By Jenna Graber • Feb. 1, 2024 -
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Where CX is headed in 2024
CX Dive gathered stories that detail the trends and challenges for CX leaders in the year ahead.
By Kristen Doerer • Jan. 31, 2024 -
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What makes for a good CX tech stack in 2024?
Each company has different tech needs, but here are some guiding principles to create the optimal tech stack.
By Kristen Doerer • Jan. 31, 2024 -
Permission granted by SAP
Swarovski brings luxury CX online with careful listening and constant testing
The luxury retailer aims to recreate the elevated in-store experience by ensuring digital customer journeys offer the same level of curation.
By Bryan Wassel • Jan. 29, 2024 -
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Brands have an overinflated view of their CX quality
A majority of leaders think they’re offering impressive online experiences, Deloitte found, but less than half of customers agree.
By Bryan Wassel • Jan. 29, 2024 -
Retrieved from Giant Eagle.
Giant Eagle revamps loyalty program
The grocer has made changes to its myPerks program that include additional redemption choices and the ability for frequent shoppers to earn points at an accelerated rate.
By Sam Silverstein • Jan. 26, 2024 -
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University of Utah Health doubled patient feedback for actionable insight
The healthcare provider was able to collect and analyze patients’ comments at scale after implementing an experience management system.
By Kristen Doerer • Jan. 26, 2024 -
Caitlin Mullen/CX Dive
Klarna adds subscription plan
With an IPO on the horizon, the buy now, pay later firm is offering customers a subscription service for $7.99 per month.
By Caitlin Mullen • Jan. 26, 2024 -
Courtesy of 11:11 Media
Hilton checks in to Paris Hilton’s Roblox world for loyalty push
The activation demonstrates brands are still exploring ways to draw value from the metaverse even as the technology has lost some of its buzz.
By Chris Kelly • Jan. 25, 2024 -
Scott Olson via Getty Images
United Airlines’ investments in CX pay off as NPS rises
“Thanksgiving and the entire fourth quarter had the highest NPS scores in our post-pandemic history,” President Brett Hart said.
By Kristen Doerer • Jan. 24, 2024 -
Stock via Getty Images
Loyalty programs use gamification to engage customers post-purchase
Brands are looking to sustain long-term loyalty by encouraging customers to engage with them beyond purchases.
By Bryan Wassel • Jan. 24, 2024 -
Permission granted by Samsung
ExtraMile pilots AI-powered ‘digital human’ and signage displays
The California-based c-store has partnered with Samsung on a new program at three of its locations as it digs deeper into technology.
By Brett Dworski • Jan. 24, 2024 -
Justin Sullivan / Staff via Getty Images
Genesys to buy Radarr, a boost to customer sentiment analysis
The cloud-based CX solutions provider is set to acquire Radarr Technologies, improving its ability to analyze and engage with customers on social media.
By Kristen Doerer • Jan. 23, 2024 -
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Generative AI, looming over CX tech, raises the stakes for delivering results
There’s a push for CX leaders to adopt generative AI, but they must balance the demand for innovation with the ongoing drive to pair back already bloated CX tech stacks.
By Rosalyn Page • Jan. 22, 2024 -
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Amazon brings cashierless tech to hospitals
After opening automated stores on college campuses and in sports stadiums, the tech giant is moving into healthcare facilities.
By James Pothen • Jan. 16, 2024 -
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Customer data platforms take a leading role in the battle to improve CX
CDPs help drive better CX outcomes and are critical to address cookie depreciation and privacy requirements, a new survey found. Yet, the rise of AI poses opportunities and challenges.
By Rosalyn Page • Jan. 10, 2024 -
Courtesy of Instacart
General Mills, Del Monte pilot ads on Instacart’s AI-powered smart carts
Ads on the grocery platform’s Caper Carts include personalized recommendations based on real-time shopping behaviors.
By Chris Kelly • Jan. 9, 2024
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