Customer Experience news and trends

Salesforce Wants to Jumpstart Retail Innovation With POS Built on GenAI
POS Innovation // January 29, 2025

Retailers, particularly post-COVID, are operating in a world where the lines between physical and digital commerce have permanently blurred. Consumers no longer see channels; they see convenience.  This evolution of the retail customer experience was the dominant theme at NRF 2025, where Salesforce unveiled a...

Starbucks CEO Focuses on Brand; Cites ‘Near-Term’ Challenges
Earnings // January 28, 2025

Amid a challenging quarter marked by declining sales and reduced customer traffic, Starbucks CEO Brian Niccol remains confident about the company’s strategic direction. Since assuming leadership four months ago, Niccol has emphasized enhancing customer experiences, operational improvements, and strategic investments as key components of Starbucks’...

UAE eCommerce Merchants Expect Processors to Deliver One-Click Checkout Experiences
Checkout Conversion // January 24, 2025

The user experience is everything when it comes to any online interaction — but especially in eCommerce, where the last few moments, at checkout, can make or break a transaction. A dearth of payment methods on offer, or friction-filled input of card details or coupon...

Data ‘Connects the Dots’ to New Revenue Opportunities for Banks
artificial intelligence // January 23, 2025

Generative artificial intelligence (GenAI) has been among the buzzwords that are universal — cutting across all aspects of everyday life and promising to upend and reshape all manner of industries. Cory Mann, vice president of product at FNBO, told PYMNTS that GenAI is already having...

Interviews & Exclusives
As Economic Pressures Grow, Retailers Focus on Value, Customer Experience and Community Ties

January 29, 2025
As escalating costs strain household budgets, PYMNTS Intelligence’s latest paycheck-to-paycheck study, “New Reality Check: The Paycheck-to-Paycheck Report: Struggling Consumers Go to Short-Term Strategies to Manage Higher Expenses,” reveals that 78% of consumers have experienced higher costs for essential services and about two-thirds live paycheck to paycheck. Among this group, 24% struggle with bill payments, with […]

Salesforce Wants to Jumpstart Retail Innovation With POS Built on GenAI

January 29, 2025
Retailers, particularly post-COVID, are operating in a world where the lines between physical and digital commerce have permanently blurred. Consumers no longer see channels; they see convenience.  This evolution of...

UAE eCommerce Merchants Expect Processors to Deliver One-Click Checkout Experiences

January 24, 2025
The user experience is everything when it comes to any online interaction — but especially in eCommerce, where the last few moments, at checkout, can make or break a transaction....

Data ‘Connects the Dots’ to New Revenue Opportunities for Banks

January 23, 2025
Generative artificial intelligence (GenAI) has been among the buzzwords that are universal — cutting across all aspects of everyday life and promising to upend and reshape all manner of industries....

Quick Reads
Retailers Expect Higher-Than-Usual Return Rate as eCommerce Expands

December 24, 2024
As consumers finish up their holiday shopping for this year, retailers reportedly expect to see a lot of returns in January. On average, retailers expect this holiday shopping season’s return rate to be 17% higher than usual, CNBC reported Tuesday (Dec. 24), citing data from the National Retail Federation (NRF). January is traditionally the month […]

Loop Acquires Customer Experience Platform Wonderment

December 10, 2024
Returns company Loop has acquired customer experience platform Wonderment. The deal, announced Tuesday (Dec. 10) gives merchants access to real-time shipment insights, predictive carrier analytics, and streamlined returns processes —...

Optiwise.ai Offers Olivia: AI Optimization Solution for Walmart Sellers

October 22, 2024
Optiwise.ai, a leading optimization solution provider for Walmart sellers, has secured $2.4 million in seed funding and launched a new AI-powered personal assistant called Olivia for sellers on the Walmart...

Shake Shack’s Self-Service Kiosks Boost Profitability and Efficiency

November 06, 2023
Shake Shack, the fast-casual restaurant chain, has had success with its use of kiosks. These self-service ordering stations have helped the company reduce labor hours and proven to be a...