Delta’s 2023 SkyMiles devaluation angered longtime members who felt betrayed. Many travel influencers promote ‘free’ trips, ignoring real costs and program erosion. Airlines now prioritize profit over customer loyalty ow.ly/Riro50ZUJHm
Customers have two big complaints from their AI interactions: they can’t reach a person when they need to and they have to repeat themselves ow.ly/BM6h50ZUJFo
98% of organizations use some form of AI in customer experience. Generative AI is at 74%, and scripted AI is at 65%. But only 24% use agentic AI, which refers to systems that take a goal, reason through it, and act across systems ow.ly/LFB950ZUJEt
Tariff refunds emerged as a meaningful earnings tailwind for major U.S. retailers, helping Walmart, Target and Dollar General strengthen margins while giving them additional flexibility to invest in pricing, promotions and customer experience. tradingview.com/news/zacks:b…
Salesforce acquired Listen Labs, an AI customer-research startup whose agents interview and simulate customers, for roughly $2 billion, about 67 times its $30 million in annualized revenue ow.ly/USYN50ZUJuI
Amazon Web Services CEO Matt Garman said the company has stopped using nondisclosure agreements (NDAs) in its dealings with government agencies as it seeks approval to build new data centers ow.ly/qSP250ZUJf0
The AI funding landscape is undergoing a massive shift - investors are quietly sitting out on costly foundational models. They want tailored solutions for specific sectors that solve repeatable customer needs ow.ly/T0Hz50ZUJ8v
The use of artificial intelligence (AI) to analyze football plays in-game is starting to transform our understanding of the NFL game, specifically running plays and offensive line performance. ow.ly/5iRj50ZUIZx
AWS fuels its booming chip business with a $1 billion deal with longtime chip partner Synopsys ow.ly/v3zf50ZUIKy
US PayPal users can utilize the PayPal app to complete in-store payments at Weixin Pay merchants throughout the country. This innovative integration means that travelers can now pay like a local without needing additional apps or local bank accounts ow.ly/n8tE50ZAINB
Consumers see higher prices and reduced customer support in a time of record corporate profits, and it’s weighing on their satisfaction, ACSI finds ow.ly/IVEJ50ZABqL
Wise leaders create cultures that arm employees with the capacity, authority, and encouragement to deliver customer experiences with a surprise. Such leaders understand the difference between predictable value-added and random value unique ow.ly/wlES50ZABmA
Autonomous AI is no longer theoretical: 16% of people have used AI that acts on their behalf in the past six months alone. AI use is moving from low-risk assistance to higher stakes decisions, including health, finance and transport ow.ly/EFMK50ZABgo
Loyalty embedded finance is defined as blending customer loyalty features with banking and payment products into one seamless customer experience. Brands can approach this emerging area impacting customer loyalty from two distinct starting points ow.ly/w1nB50ZxK2z
96% of decision-makers say their handoffs preserve context. 83% of customers say they have to repeat themselves anyway ow.ly/E2b050ZxK1v
30% of brands rate their loyalty programs as only somewhat effective, at best. It also reveals where much of that skepticism likely stems: the collection and use of loyalty data—or rather the lack thereof ow.ly/G0nw50ZxJZX
Albertsons announced Wednesday a Safeway plugin in ChatGPT that lets customers discover products and build a shopping list in the artificial intelligence platform ow.ly/T61W50ZxJYy
2/3 of organizations say security and risk concerns are the biggest obstacles to using agentic AI effectively. Businesses need solutions that provide control and accountability while keeping humans involved when necessary ow.ly/3SgL50ZxJWy
AI agents need context, permissions, workflows, and knowledge to resolve work safely. Human agents need the same context when an interaction escalates. When that environment is fragmented, both sides struggle ow.ly/iWwS50ZxJUe
France is banning unsolicited telemarketing calls starting next week following years of people’s complaints ow.ly/ewla50ZxLBB