The Latest
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Best Buy updates mobile app with personalization, discovery features
The electronics retailer is adding elements like Shop with Videos, Best Buy Drops and other additions to promote its products.
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Supreme Court upholds CFPB’s funding structure
The 7-2 ruling puts an end to a case that threatened the Consumer Financial Protection Bureau’s existence.
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Are organizations providing accessible digital experiences?
Research shows businesses are missing an opportunity to embed accessibility in the design process, which can result in better products and reduce costs.
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Nonbanking financial institutions must notify FTC of breach under now-live amended rule
Breached organizations must now notify the Federal Trade Commission of security incidents no later than 30 days after discovery.
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Uber adds student discount, restaurant lists in latest product rollout
The Uber Eats changes could help it onboard customers at a younger age, building loyalty that lasts beyond college.
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Verizon harnesses AI for better experiences, but associates still take point
Generative AI is helping in-store associates find answers to 95% of customer inquiries, according to Verizon.
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Call center agents feel the pressure, and it’s hurting customer service
High stress leads to poor customer service and burnout, but call centers have options to relieve the burden on agents.
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Shopsense launches retail media platform for second-screen shopping
The technology allows TV watchers to purchase items inspired by on-screen programming in real time.
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Airlines sue to block DOT ‘junk fees’ rule
While the Department of Transportation says its rule will protect customers from surprise fees, U.S. airlines argue such regulations will confuse consumers.
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Instacart sees smart carts as key growth driver
The company expects to deploy thousands of its screen-equipped carts in grocery stores by the end of 2024, CEO Fidji Simo said.
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Opinion
Why digital product passports are tailor-made for CX
While DPPs are part of the European Union’s larger plan to increase sustainable manufacturing practices, they also offer retailers a massive opportunity to engage with customers.
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Senate Democrats push to keep call center jobs in US
The bill would require companies that transfer call center operations overseas to notify the Department of Labor or face fines, among other penalties.
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Call center data security can be complex. Here’s how to keep information safe.
Specialized agents and well-trained chatbots are essential to keep customer data safe, experts say.
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Why CX penalties hit organizations long after a cyber incident
“Even though there’s a high possibility that brand value can go down after a major incident, having reputational capital with customers helps them forgive the business,” an expert told CX Dive.
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CFPB, DOT take aim at airline rewards
The two agencies raised concerns that airlines and card companies could arbitrarily devalue points accrued in their joint rewards programs, amounting to a bait-and-switch for customers.
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Online shopping takes excessive effort for many customers, study finds
Most customers feel like online purchasing decisions take too much effort despite companies’ recent emphasis on personalization, Accenture found.
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California bans hidden fees starting July 1
The state will require businesses to include all mandatory fees in listed prices, making it harder for restaurants to impose service charges.
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Southwest, Delta lead among airlines for customer satisfaction
Substantial investments in staff last year separated the two top-performing carriers from other airlines, according to J.D. Power.
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How Aflac built a customer-centric business culture
Placing customers at the center of everything they do is paramount for the insurance company, whether it’s simple transactional interactions or more complex claim assistance.
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The Gen Z traveler has landed: Here’s what the numbers say
Consumer expectations are evolving as many seek out opportunities to make up for time lost during the pandemic, per a recent PMG report.
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Call center agents feel overwhelmed, but research shows tech can offer relief
Tools can help agents navigate complex policies and better understand customer inquiries, leading to better satisfaction, according to Deloitte Digital.
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Southwest adds loyalty member benefits, expands point-spending flexibility
The carrier now allows enrolled customers use a combination of points and cash to book flights as well as hotel stays.
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Chime dinged by CFPB for delayed customer refunds
“When Chime discovered the issue, we worked with our vendor to resolve the error and issued refunds to impacted consumers,” a Chime spokesperson said, noting most issues occurred in 2020 and 2021.
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Wendy’s credits loyalty program, mobile app investments for customer growth
“The experience we deliver to our customers is the most impactful driver of our business,” CEO Kirk Tanner said.
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Shake Shack’s kiosks are now its largest ordering channel
The chain added upselling options to its kiosks and made the channel’s customization experience more similar to online ordering.