News
Shutterstock agrees to pay $35 M for subscription practices
2+ day, 16+ hour ago (419+ words) The Federal Trade Commission accused the company of misleading consumers for years about its subscriptions and making it difficult to cancel. Shutterstock will pay $35 million to settle Federal Trade Commission allegations that it made tens of millions of dollars from…...
How 8 brands revamped their loyalty program strategies
3+ day, 2+ hour ago (411+ words) From Starbucks to United Airlines, brands have tweaked or overhauled their rewards schemes to win over customers and keep them coming back. Since the beginning of the year, companies across sectors have supplemented or revamped their rewards schemes, each with…...
Jet Blue, United Airlines deepen loyalty partnership with reciprocal perks | CX Dive
3+ day, 18+ hour ago (318+ words) True Blue and Mileage Plus members can now utilize travel benefits like priority boarding regardless of which carrier they fly. Jet Blue and United Airlines are expanding the perks of their partnership, with more additions planned for the future, as…...
Stagnating US customer satisfaction is a "warning sign
3+ mon, 2+ hour ago (51+ words) We' re seeing more customers feeling like they don' t really have a choice," the ACSI's Forrest Morgeson said....
Customer satisfaction with US business stagnates, despite billions invested: ACSI
4+ day, 2+ hour ago (398+ words) U. S. businesses have poured over $100 billion annually into customer experience since 2013, according to ACSI. Thirteen years later, their satisfaction score is the same. Since 2013, the ACSI's measure of customer satisfaction with U. S. businesses has moved up and down without a clear direction....
Amazon puts AI front and center with Alexa for Shopping
4+ day, 17+ hour ago (415+ words) Alexa for Shopping could introduce AI shopping assistants to a wider audience and with a superior experience to that of Rufus, according to Brad Jashinsky, director analyst at Gartner. Amazon is already a go-to source for customers to research and…...
What CX leaders need to know about Gen Alpha's influence
5+ day, 2+ hour ago (717+ words) Most companies still design customer experience strategies for a single user moving through a linear path, but that model doesn't reflect how households now make purchasing decisions. Editor's note: The following is a guest article by Ali Furman, U. S. consumer markets…...
AI referrals make shoppers more likely to either return " or never come back
5+ day, 17+ hour ago (400+ words) Companies need to quickly justify why the AI recommended their brand, Info-Tech Research Group's Julie Geller said. "If that validation isn't obvious, confidence drops fast." AI-powered discovery creates a dynamic in which customers are more willing to make repeat purchases…...
Expedia taps AI to enhance customer support, acquire new customers
6+ day, 2+ hour ago (586+ words) AI is handling a rising number of customer service inquiries, and the technology is enabling faster resolution when customers need to speak with human agents. Expedia is tapping AI to execute on its priorities, which include delivering more value to…...
Lyft's loyalty partnerships are driving customer acquisition and frequency
6+ day, 18+ hour ago (463+ words) More than one-quarter of Lyft's rides in the first quarter of 2026 were connected to the rideshare company's partnerships with other brands. Partnerships helped Lyft achieve a strong quarter, with revenue up 14% year over year to $1. 7 billion in the first quarter…...