Technology: Page 3
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Are businesses listening to what customers don’t say?
CX leaders need to pay attention to the "silent signals" from unhappy customers who don’t raise their hands to voice their complaints.
By Michael Hinshaw • Feb. 22, 2024 -
Starbucks, Bank of America tie up loyalty programs
Eligible Bank of America card holders can link their Starbucks rewards account to earn 2% cashback on qualifying purchases and one star for every $2 spent at one of the coffee shops.
By Aneurin Canham-Clyne • Feb. 21, 2024 -
Trendline
Top 5 stories from Qcmpt
The top stories from Qcmpt look at customer experience trends, generative AI use cases and the components of a good tech stack.
By Qcmpt staff -
Self-checkout promises ultimate convenience. Is it doing its job?
The process can make for faster, easier experiences, but it needs regular attention and helpful associates to thrive.
By Bryan Wassel • Feb. 20, 2024 -
Shop ‘n Save to boost loyalty offerings through new partnership
The independent regional grocer’s latest tie-up with Upside aims to improve customer loyalty through its existing promotion offerings.
By Peyton Bigora • Feb. 15, 2024 -
Citi moves deeper into e-commerce through digital couponing
The bank recently launched a browser extension that searches for coupons on merchant checkout pages, suggests applicable codes and can activate cash-back offers.
By Suman Bhattacharyya • Feb. 14, 2024 -
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 -
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 -
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 -
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 -
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 -
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 -
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 -
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 -
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 Walters • Feb. 1, 2024 -
Where CX is headed in 2024
Qcmpt gathered stories that detail the trends and challenges for CX leaders in the year ahead.
By Kristen Doerer • Jan. 31, 2024 -
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 -
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 -
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 -
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 -
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 -
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 -
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 -
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 -
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 -
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