It’s fashionable to use AI to find deals, but consumers won’t delegate purchase decisions, an ACI Worldwide survey found.

The share of those who say AI will make holiday shopping easier is down year over year, but most shoppers trust it with shipping updates or product research, a Sinch survey found.

Real transformation is going to happen when we’re creating omnichannel, end-to-end personalization, and to do that, we have ...

While a lot of the conversation around AI in customer service focuses on chatbots, T-Mobile’s effort to capture unstructured data could help the company build better experiences that go beyond ...

Jojo led United’s recent slate of customer experience initiatives, which include a mobile-first strategy, making it easier for families to sit together and expanding overhead bins so more customers ...

An employee of customer service company TTEC Services Corporation filed a class-action lawsuit Tuesday in Colorado District Court alleging the company requires remote workers to purchase their own ...

The loyalty program space is crowded and largely similar. Features like points and tiers have become table stakes, and consumers are more interested in the idea of rewards than they are to actually ...

There's a generational shift among consumers as they bring AI into their purchasing process, according to a Mastercard report ...

Repercussions range from customers switching brands to giving up on the purchase altogether, a Contentsquare survey found.

Regal has launched a paid loyalty program, Regal Rewards+, that offers one free movie ticket per month and four discounted tickets per month that can be used on friends or family, the movie theater ...

Brands have a wealth of customer sentiment and behavior data available to them but often can’t close the circuit between ...