In the News

Keeping Clients and Prospects Informed

Competitive dynamics and competitive intelligence are constantly evolving. Check in with Tru Market regularly to find key stories, new resources and the latest perspectives.

In the News

Keeping Clients and Prospects Informed

Posted and Published in the Market

Tipping Point: The Friction that Tipping is Causing in the Shopping Experience

The Importance of Predictability in the Shopping Experience

Top CX Trends for 2026

A CX Reset With AI Included

Customer Insight Within Boundaries

Introducing “Confessional Commerce” — a New Customer Experience

CX Trends for 2026

Walmart Partners With Google AI to Improve Shopping Experience

Above and Beyond: Top Customer Service Stories From 2025

A Record Holiday Shopping Season, and a Spike in Returns

Target’s Renewed Focus on CX Par for Market

The Data Driven Future of Customer Experience

The Future of Shopping…Less Shopping?

CX Myths That Were Busted in 2025

Holiday Spending Up Approximately 4%

The Hunt for New AI Architectures is On

The Power of Customer Experience in Building Brand Equity

Agentic AI Driving Shopping Experiences

The Future of CX: Five Predictions for 2026 and Beyond

Put the AI ‘Racetrack’ to Work for a Better Customer Experience

CX Basics Still Win

ULTA Growing by Focusing on Shoppers

Macy’s Cites Shopper Experience Improvements as Key to Recent Growth

Gen Z Driving Black Friday Sales

AI Customer Experience is Booming

Walmart Hikes Forecasts

Thread Up and Others Emerge as Tariffs Challenge Leaders

Holiday Shopping Forecasts Trending Soft

When You’re On, You’re On — Swiss Sneaker Maker Crushing Competition

Target Targets Messy Stores and Subpar Shopping Experiences

Mystery Shopping: a Powerful Way to Fuel Independent Evaluation and Drive Notoriety for Brands

CX Leadership — It Starts With Pragmatic Steps

The Importance of Communication in CX Issue Resolution

The Next Gen of CX: Hyper-Personalization

Cautious Retailers Eyeing Softer Holiday Shopping Season

What Did Dick’s Sporting Goods do in the Face of Shrinking Retail Space and Migration to Online? Built a Giant Brick and Mortar Outpost

Nike Shelf Space No Longer a “Given” in Hyper Competitive Market

AI & Foundational Marketing Priniciples

Walmart Partners With OpenAI to Allow Purchases on ChatGPT

Boomers Still in on the Department Store Experience

The “Empathy Gap,” a Key Problem in the Customer Journey

CX: The Importance of Sharing ‘Connected’ Data

Tesla, GM Winning the US EV Battle

Digital Price Tags Changing the Grocery Shopping Dynamic

Winning the Competitive Battle in Consumer Segments: Coach and Gen Z

Top 10 Customer Service Brands

Why the Online Shopping Experience Doesn’t Compare to In-Store

Ignoring Customers’ Social Comments? Ratings Will Suffer

Warehouse Clubs Beating Retail Competitors

Many Brands Still Struggling to Deliver Customer Experience

C-Stores Eating Fast Food’s Breakfast and Lunch

Uber to Fund Small Businesses via New Partnership with Fintech Firm Pipe

Mission Impossible: Trying to Reach Live Customer Support

Mystery Shopping Reveals Win for Tesco

The Power of CX in a Budget Conscious Economy

Macy’s Credits Customers Experience Improvements as Key to Recent Growth

AI Speeding Big CX Changes in Big Retail

Forrester Predicts Increasing Budgets for CX Improvements

Revitalizing a CX Engine

Mystery Shopping Benefitting the C-Store Market

Forging Competitive Advantage Through a Culture of Innovation

New Target CEO Emphasizes Need for Brand to Regain Competitive Edge in Customer Experience

Paying for Tiers of Customer Service? Consumers May be Ready

IT Customer Service a Strong Candidate for Mystery Shopping

Swiss Sneaker Brand ON Beating Competitors and Estimates

Craveworthy Brands Adds Gregorys to its Portfolio

Weakening Demand, Customer Experience Issues Hurting Pizza Hut & KFC in U.S.

The Leading Customer Experience Brands for Gen Z

Blind Spots in Evaluating Customer Experience and Growth

Getting Worse Before Better? Starbucks Same Store Sales Slump, Company Says Customer Experience Fixes Ahead of Schedule

The End of the Marketing Funnel…or Just a Reshaping?

The Importance of Synching Product & Marketing to Drive Customer Experience: Verizon

Luxury Shopping Trends Showing Mixed Signals

Behavior is a Far Better Determinant of What Consumers Want Than Surveys

CX is a Growth Engine for Hoteliers

CI Tools are Getting Better

Burberry’s Brand Positioning Pivot Seems to be Working