From customerexperiencedive.com
Lowe’s bulks up loyalty benefits with personalized tools and advice
1 1
The tool, which includes articles and videos on common repair tasks, is aimed at improving the post-purchase experience for DIY homeowners.
#cx #News #lowes #homeowners #rewardsprogram #loyaltyprograms #personalization #customerexperience #customersatisfaction
20h ago
From customerexperiencedive.com
Gartner sounds alarm on AI cost, data challenges
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“Cost is as big an AI risk as security,” Mary Mesaglio, distinguished VP analyst at Gartner, said during a conference keynote last week.
on Oct 29
From customerexperiencedive.com
Deploying generative AI? Don’t lose sight of customer-centricity
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Without customer-centric goals, businesses risk focusing on easy-to-prove cost savings at the cost of longer term, transformational customer experience improvement.
on Oct 27
From customerexperiencedive.com
United credits tech and staff investments for rising NPS scores
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Inter-airport collaboration, iPhones for flight attendants and trainings to bolster pilot professionalism are among the CX-boosting investments the airline has made.
on Oct 19
From customerexperiencedive.com
Customers don’t trust AI, and the rift might be hurting business
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Researchers find that not only are customers wary of AI, but the inclusion of AI terminology actually decreases customers’ purchasing intention.
on Sep 19
From customerexperiencedive.com
Businesses embrace virtual assistants, but lack of strategy and employee buy-in hinder success
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As businesses eagerly adopt intelligent virtual assistants with promises of cost savings and efficiency improvements, a core question lingers: Will the systems deliver ROI?
on Jul 16
From customerexperiencedive.com
Digital engagement fell as retail customers moved to mobile, study finds
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Smaller screens have led to shallower sessions and fewer purchases, Contentsquare's research of 25 billion sessions shows.
on Mar 29
From customerexperiencedive.com
Customers are taking to social media to share feedback. Are businesses listening?
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With customers responding to surveys less and less, companies are looking to AI to analyze nontraditional sources of customer feedback.
on Feb 17
From customerexperiencedive.com
Would you like to speak with a live agent? One-third of Gen Z, millennials say no.
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Younger generations increasingly don’t want to bother with customer service calls, and that attitude is trending upward for older consumers, too.
on Nov 8, 2023