Customer Service News & Media

C-store shoppers favor faster checkout but want human assistance

October 15, 2026

Convenience store customers are increasingly comfortable with AI-powered technology, particularly when it speeds up checkout, but many still want access to…

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Checkout donation ask can ding customer satisfaction

October 15, 2026

Retailers that ask customers to make charitable donations at checkout kiosks may unintentionally create negative shopping experiences, according to research…

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American Express launching its biggest traveller lounge yet at Newark airport

October 13, 2026

American Express is developing a customer lounge at Terminal A at Newark Liberty International Airport, in New York, that will be even bigger than its largest…

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Piggly Wiggly upgrades e-commerce experience

October 12, 2026

Piggly Wiggly Food for Less, operated by the McDaniel Family Investments in Florida, Alabama and Georgia, is upgrading the e-commerce experience by deploying…

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Kroger testing 24-hour store hours

October 9, 2026

Supermarket chain Kroger is reportedly testing 24-hour service in a small pilot program.

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Lowe’s launches drone delivery, live pilot in North Carolina

October 9, 2026

Home improvement retailer Lowe's is piloting drone delivery at a store in Matthews, North Carolina.

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AI, social media, digital shopping: What retailers need to do to grab Gen Alpha, Gen Z shoppers

by Judy Mottl — Editor: RetailCustomerExperience.com & DigitalSignageToday.com, Connect Media

Retailers need to offer digital discovery for the online Gen Alpha shopper and in the mall experience for the Gen Z. consumer.

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Target leads in grocery delivery, Safeway in curbside pickup

October 7, 2026

Target is the top-performing retailer for grocery delivery and Safeway is the top when it comes to curbside delivery.

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Costco ranks top on experience report rankings

October 5, 2026

Costco knocked supermarket chain H-E-B to second place to take the first spot in the second annual ChangeUp "2026 Experience Report," which ranks the top 5…

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DoorDash launching pilot drone delivery

October 2, 2026

DoorDash has announced in a press release the launch of a drone delivery pilot in northern California in partnership with national restaurant brands such as…

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Evolving loss prevention into a CX function

by John Kim — Senior Director of Product and Design for Avigilon, Avigilon

Locked displays and extra checkpoints are not meant to antagonize shoppers, but the extent to which they have grown to impact perception is undeniable.

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AI emerging as a shopping channel

October 1, 2026

Generative artificial intelligence is fast becoming part of the shopper journey with over a third of consumers, 34%, using AI tools to shop. That's the top…

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Walmart: We price the product, not the person

September 30, 2026

Walmart, in an open letter to customers and employees, is making it clear that it won't be adjusting prices according to consumer shopping history, income or…

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Travelers happier with airports

September 24, 2026

Airport satisfaction jumped "significantly" this year, according to the J.D. Power's annual North America Airport Satisfaction study, and the higher ratings…

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Kwik taps Par Technology for guest engagement strategy

September 23, 2026

Kwik Fill has selected PAR Retail as a strategic technology partner to help Kwik Fill deliver more relevant, personalized customer experiences while building a…

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Home Depot seeks food truck operators for new program

September 18, 2026

The Home Depot's food operations program, in which the home improvement retailer partners with local and regional food vendors to offer food options outside…

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How AI helps turn customer feedback into operational decisions in real time

by Sasha Kosmowski — Chief Customer Officer, MelodyArc

Customers will continue to surface problems before most reporting systems do. AI can make that evidence visible early enough for retailers to trace the issue…

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Crocs deploy customer support agents

September 17, 2026

Crocs, a casual footwear retailer, has replaced a scripted self-service support approach with a conversational shopping and support experience.

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Virginia bakery deploys 24-hour dessert pickup lockers

September 17, 2026

Shyndigz, a Richmond, Virginia bakery, has opened 18 refrigerated self-service lockers that allow customers to pick up desserts around the clock, according to…

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Israeli hotel group deploys AI-powered holographic check-in kiosk

September 16, 2026

Israeli hotel group Astral Hotels is introducing an artificial intelligence-powered self-service kiosk featuring a life-sized holographic avatar that can check…

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