CX Dive

While many businesses support the Federal Communication Commission's goal of protecting consumers, some are pushing back on the agency's proposed measures.

Personalized product recommendation carousels drive three times higher digital conversion rates than usual, CFO Gary Millerchip said.

Regular diners tend to spend more, Toast found. But do operators value their most loyal customers as much as they work to acquire new ones?

The retailer is digging deeper into the customer journey to optimize its connections, CEO Hillary Super said. In turn, it's winning trust and growing sales.

The McDonald’s > NEXT plan aims to improve the experience with automated ordering tests, hospitality improvements, and new tools for on-boarding and training.

“A lot of times, it's not even about discounts. It's about education. It's about product recommendations,” CEO Kecia Steelman said.

Ongoing coaching, a team they trust and the confidence to handle hard calls can do more to retain agents than onboarding alone, experts say.

While some companies are cutting headcount in favor of AI, others are trying to prevent turnover.

AI “will dramatically improve our ability to satisfy customers,” Dan Schulman said. The carrier says it’s already had success with agents replacing some of its customer service representatives.

Online travel companies are racing to go agentic. While some brands are focusing on customer support, others are focusing on search discovery. Priceline's agentic assistant Penny works to do both.