The Latest
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Bank of America gets top marks for desktop user experience, study finds
“Their online banking account management excels with its information and reporting, payments and transfers, and self-service options,” Keynova Managing Director Susan Foulds said.
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California changes junk fee disclosure for restaurants
The state says restaurants, bars, grocery stores and grocery delivery services are exempt from new transparency rules set to go into effect Monday.
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Walgreens promises better CX as it shrinks store footprint
The pharmacy retailer is working on reducing wait times for patients and improving backend automation to boost customer experience.
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Citi tops list of bank customer satisfaction for financial advice
Advice is a key component of customer experience at financial institutions, but banks have room to improve, according to J.D. Power.
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Albertsons, Fresh Thyme execs talk grocery consumers’ changing behaviors
Where shoppers are fulfilling their meal needs “looks really, really different than it did a few years ago,” Lisa Kinney of Albertsons said during a virtual event.
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Companies don’t need pricey tech to improve customer service, Gartner says
Careful planning and data organization can help companies resolve customer service journeys in fewer channels without breaking the budget.
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Customers want rewards and exclusive perks from loyalty programs, survey finds
Consumers want the ability to earn rewards points towards discounts, bonuses or exclusive merchandise, according to a Snappy survey.
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For call centers, cost cuts still fuel the offshoring allure
Budget pressure and certain CX benefits make offshoring attractive, but data security and legislative concerns mean the move isn’t without risk.
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Customer experience scores plummet to record lows, Forrester finds
For most companies, performance dropped across three metrics — effectiveness, ease and emotion. Only airlines bucked the trend.
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Shoppers don’t love in-store experiences as much as retailers think, study finds
Consumers want fun, efficient in-store experiences that blend seamlessly with online experiences, a RSR and Jumpmind study found.
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HR is often left out of AI plans, despite the need for upskilling and inclusion
Although people and change management play a major role in AI adoption, HR isn't always part of the conversation, McLean & Co. says.
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Foot Locker makes it easier for loyalty members to earn and redeem rewards
FLX Rewards’ streamlined benefits and enhanced search reflect broader loyalty program trends in the retail industry.
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Brooks turns shoe finding into zero-party data
The brand provides customers a guide to find the best running shoe for them. Its questions also help collect zero-party data.
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New Balance launches trade-in program in nearly 100 stores
In partnership with Archive, the brand is scaling its Reconsidered program where customers bring in gently worn footwear to receive a voucher toward their next purchase.
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Target to roll out generative AI chatbot for store employees
The new tool, dubbed Store Companion, is designed to answer on-the-job process questions and support store operations.
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Foot Locker simplifies loyalty program, adds cash back
The shoe retailer soft launched a revamped FLX loyalty program last week, using extensive voice of the customer research to offer tangible rewards, a Foot Locker executive told CX Dive.
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Kroger associates help drive ‘dramatically reduced’ order fulfillment times
The company credited investing in its associates with speeding up digital grocery orders and improving in-store experiences.
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How can brands use generative AI without alienating customers? ‘Disclose, disclose, disclose’
Consumer trust in generative AI is exceedingly low. It’s up to brands to bring customers along as they deploy the technology — or risk losing their trust.
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Starbucks, Marriott Bonvoy link loyalty programs
The deal is the latest in Starbucks’ large, corporate rewards partnerships, which have seen the coffee giant link up with Bank of America and Delta SkyMiles.
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Happy customers pay more for service, survey finds
Though respondents were complimentary of their recent experiences, a NICE survey found most people are not happy with the service they receive overall.
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Most shoppers want human interactions when making returns, survey finds
A majority of consumers say interacting with other people during the return and refund process is extremely important, EY found.
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Does your company need a customer advisory board?
If managed well, CABs provide a direct connection to customers for valuable feedback and can serve as a forum for testing product ideas and offerings.
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Apple to drop BNPL option in US
The tech giant said it will discontinue its buy now, pay later service and shift to offering consumers alternative payment options.
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Generative AI is changing the role of agents. How can managers adapt?
Agents taking on complex work can use additional support, and it’s up to leaders to monitor for burnout and help workers see the impact of their efforts.
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McDonald’s ends IBM drive-thru voice order test
The fast food chain still sees a future for automated order taking at the drive-thru and expects to make a decision about the tech by year’s end.