The Latest
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Walmart opens access to off-site customer journey insights for suppliers
With Digital Landscapes, Walmart is looking to help suppliers answer questions about customer journeys beyond the retailer’s website and app.
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How Pegasystems overhauled customer support using its generative AI tool
Implementing "Support Buddy" has helped the company see a 65% reduction in tickets that customer support teams have to address, CIO David Vidoni said.
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5 considerations for how contact center agents fit into an AI future
Call center experts and leaders at Customer Contact Week 2024 examined how generative AI is changing the nature of agents’ work.
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When it comes to generative AI, rollouts need planning — and patience
“It’s about using the right tools in the right place for the right part of the workflow,” said US Radiology Specialists’ Enda Murphy.
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Dave & Buster’s sees customer satisfaction growth despite higher game prices
Guest satisfaction scores are at historical highs, and CEO Chris Morris believes there is room to increase game prices without taking a hit.
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How pricing intersects with CX
Not all businesses consider pricing a function of customer experience. But one typically impacts the other.
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Discounters are winning as shoppers demand high quality and low prices: report
Chains like Aldi and Walmart are gaining ground with shoppers by stepping up their focus on fresh food and convenience, Boston Consulting Group found.
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A look at Verizon’s individualized approach to customer experiences
Our strategy is “not about the larger Verizon — it’s about the individual customer and the individual interaction,” CCXO Brian Higgins told Qcmpt.
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Most top CX teams have already invested in AI, survey finds
The most advanced CX teams have implemented AI solutions, but there's no need to rush adoption, one expert said.
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EBay looks beyond transactions to deliver personalized customer service
“Once I know who you are, what you need help with, I can figure out what the best experience is going to be for you,” eBay’s Dan Leiva said.
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Walmart to bring electronic shelf labels to thousands of stores
The retailer expects to deploy the technology to 2,300 locations by 2026 in a bid to improve efficiency and customer service.
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Inclusive language can improve the employee experience, report finds
Organizations that don’t prioritize inclusive language in their communications send the message that they don’t prioritize belonging, McLean & Co. said.
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Walmart tests in-app generative AI shopping assistant
The tool will let shoppers narrow their searches using natural language queries, helping them dig through complicated product categories for the right item.
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How retailers can fight theft without hurting customer experience
Locked cases drive potential customers to online alternatives. Helpful associates assist customers while inconveniencing crooks.
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Bath & Body Works loyalty members drove 80% of US sales
Satisfaction is up, too, with the loyalty program boasting a 93% satisfaction rating, according to a recent earnings report.
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Q&A
How smaller grocers can go big on loyalty
Digital coupons alone aren’t enough for independent retailers to stand out, said Bill Gray, president of Givex Rewards. “They need to have that extra layer of panache, that extra layer of touch.”
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Sam’s Club looks to members to bolster private label offerings
In a new initiative, the Walmart-owned club retailer is enlisting the help of 50,000 shoppers to help co-create products for its Member’s Mark line.
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How engaged employees can become evangelists for new tech rollouts
Frontline teams can serve as proponents of new technology, helping increase adoption across the enterprise, according to PNC’s Pete Wheelhouse.
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Microsoft enters contact center market with generative AI assistant
The Dynamics 365 Contact Center Copilot is a step into an established vendor marketplace that includes AWS, NICE and Genesys.
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Amid ongoing declines, Stitch Fix pilots customer experience improvements for summer launch
A core group of customers is keeping and spending more per box, suggesting that the company is on the right track, analysts said.
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Business leaders called to reinvigorate connections with remote call center agents
“Even when people don't say it, they yearn for connection,” Shipt's Mark Killick said.
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Hotel Tech-in: The app helping guests beat jet lag
InterContinental Hotels & Resorts has tapped Timeshifter, which uses science to help travelers navigate time differences, to improve the guest experience.
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Opinion
How leaders can nurture post-purchase experiences for customer loyalty
The customer journey doesn't end when a customer clicks “buy.” What transpires after the transaction can transform customers into brand advocates.
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CFPB creates ‘corporate repeat offenders’ registry to track consumer law violations
Nonbank financial institutions facing court orders from federal, state or local agencies must now register with the Consumer Financial Protection Bureau.
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Stellantis names chief customer experience officer
Olivier Bourges is tasked with making Stellantis the top automaker in customer service as part of the company’s Dare Forward 2030 strategic plan.