Customer Service News & Media
The invisible engine: Why the best AI is the one your customers never see
by Benjamin Spiegel — Chief Digital Officer, POLYWOOD
As the dust settles on the initial Generative AI gold rush, a truth is emerging: the most successful brands aren’t the ones forcing AI onto their customers…
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Turkish airline rolls out self-check-in kiosks
July 16, 2026
Turkish leisure airline Corendon Airlines has introduced self-service airport check-in kiosks as part of its digital transformation strategy, according to a…
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Why AI is failing retail customer service (and how to fix it)
by David Karandish — Founder & CEO, Capacity
Done right, agentic AI and automation can fundamentally change how retail CX operates. However, most retailers struggle to implement AI effectively.
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Target deploying attendance tracking system to boost customer experience
July 13, 2026
Target is planning to deploy a point-based store employee attendance tracking system as part of its strategy to boost store operations and customer experience.
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Saks strategy is high-end shopping, white-glove service
July 10, 2026
Now that it has officially exited bankruptcy, Saks Global, the parent company of Neiman Marcus, Bergdorf Goodman and Saks Fifth Avenue, aims to focus on…
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American Airlines grab-and-go lounge arriving soon at NY airport
July 10, 2026
American Airlines is prepping a grab-and-go lounge at New York's JFK International airport that should launched for business by the end of 2026.
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How AI is helping fix retail’s $1.7T inventory problem
by Nicola Bond — Co-Founder and CEO, Merchmix
When retailers get inventory right, the impact goes beyond reducing waste. They free up margin to invest in better experiences, build resilience into their…
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Solving retail store associate challenges by eliminating the information gap, cognitive overwhelm, annoying AI
by Judy Mottl — Editor: RetailCustomerExperience.com & DigitalSignageToday.com, Connect Media
A Jumpmind AX Insight study reveals retail store associates are battling more than a few challenges and while technology promises big rewards it isn’t always…
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Attention is the new currency: Why traditional museums are losing audiences and how immersive experiences can save them
by Anton Tertyshnyk — Creative Director, Lumotion Studio
Today, cultural spaces are forced to compete not merely with one another, but with the endless, rapid-fire stream of short-form digital content.
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Interactive kiosk enhances visitor experience at Louisiana airport
July 3, 2026
Travelers arriving at Shreveport Regional Airport in Louisiana now have access to an interactive tourism kiosk for exploring the ArkLaTex region, according to…
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The now and next steps retailers should take in the agentic commerce era
by Nicole Jass — Senior Vice President, Enterprise Strategy, Signifyd
The projected promise and perils of agentic commerce seem to change almost daily, and that can be disconcerting. A thoughtful approach now will put merchants…
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AI checkout speeds purchase time at MotoGP event
June 30, 2026
Aramark Spain supported food and beverage operations at the Monster Energy Grand Prix of Catalonia from May 15-17, according to a press release, marking its…
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Ace Hardware AI-powered assistant boosting customer, employee experience
by Judy Mottl — Editor: RetailCustomerExperience.com & DigitalSignageToday.com, Connect Media
Ace Hardware's AI store associate tool, Hey ARMA, is improving the associate experience in ways that translate into better customer service: faster answers…
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Home Depot swapping phone menus with AI-powered agent
June 25, 2026
The Home Depot is swapping out its customer service phone menus with an AI-powered voice that allows customers to state why they're calling and achieve faster…
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Rethinking CX: The role neuroscience plays in developing the customer experience
by Brianna Van Zanten — VP of Customer Success, Incheq
In retail, there is a lot of talk about how to create the ideal customer experience, and while there are many ways to approach it, one of the most effective is…
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Target remodel strategy ramping up
June 24, 2026
Target is ramping up remodels this year and describes the strategy as a bigger transformation for our stores than at any point in the past decade," according…
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Amazon launches 30-minute delivery in dozens of cities
June 23, 2026
Amazon is launching its half hour Prime Now delivery service in dozens of cities.
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From gut feel to ground truth: How AI is reshaping the in-store experience
by Leslie Walsh — Head of Strategy, RYA
In-store events represent one of retail's most significant investments and one of its least-interrogated planning processes. Most brands approach activation…
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Smarter stores: How location intelligence is enhancing retail CX
by Anand Ramchandran — Marketing Strategy and Data Analytics, Mapsted
For retail leaders managing a growing store network, the focus is no longer just on driving footfall—it is about what that traffic actually delivers.
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Movie theater phone policy change draws ire
June 18, 2026
Typically, in most movie theaters, the use of a smartphone device isn't welcome. Most theaters run promo before a movie begins that requests phones be put…
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