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

Kroger Cuts Prices, Improves Shopping Experience to Compete in Grocery Wars

Guest Journey Insight Work Paying Dividends for Wyndham

Amazon Takes Aim at Grocery Market, Looks to Improve Shopping Experience

Treat Customer Experience as a ‘Product?’ It May be the Best Way to Improve It

The Arms Race of Faster Delivery is Changing the Customer Experience

Target Revamping Shopping Experience to Win Back Younger Families

Breaking Silos to Fuel the Customer Journey and Shopping Experience

Life Beyond Chat Bots in the Customer Experience

Designing Customer Experience Around Customer Behavior

Carvana Successfully Shifting the Car Shopping Experience

Starbucks Investment in Shopper Experience Appears to be Paying Off

The Importance of a Mobile First Strategy for the Customer Journey

Industry Leaders Discuss Reimagining the Customer Experience With AI

Winning in Moments of Tension: Critical to Improving Customer Satisfaction

Uber Offers Return Package Pickup to Differentiate Shopping Experience

Grocers Using AI to Improve Shopper Experience and Boost Margins

Walmart Refreshing Great Value Brand to Better Connect With Shoppers

Luxury Brands Face Challenges as Mall Sales Fall

Should Personalization in the Shopping Journey be Further Along?

The Importance of Not Losing Customer Empathy and Hospitality While Gaining Efficiency via AI

How AI is Enabling a Better Shopping Experience…

Mystery Shopping Drives Insight in UK Grocery Comparison

Coca-Cola and Multiple Restaurants Partnering on New Ad Campaign Meant to Stem Declining Customer Traffic

“Smile Shortage?!”…The Palpable Decline in Human Interactions in the QSR Business

Key CX Trends In Service Management

Mystery Shopping Effort Reveals Auto Repair Pricing is All Over the Road

OpenAI Revamps Shopping Experience

Costco Leveraging Gas Prices as Traffic Driver to Stores

The Dominant Power of Amazon in the Customer Journey

Keeping Customer Experience Alive and Well

Thinking of CX/Customer Support as a Revenue Generator, Not Cost Center

Proactive AI Use Cases for Customer Experience

Gap and Other Retailers Snowed Under by Historic Winter Weather

Target Overhauling Shopper Experience

Strengthening the Human Advantage in Delivering a Better Customer Experience

Keys to Building Repeat Customers

Not All Customer Experience Metrics are Equal: Separating Higher Value vs Lower Value Metrics

“Speed to Insight” is Critical in Competitive Intelligence and Shopper Research

Sometimes Reliability and Quality Matter More Than Wait Time

The Importance of Delivering Both Digital and In-Person Customer Experience

McDonald’s Value Push Paying Off

Underinvest in Competitive Intelligence at Your Peril

8 Customer Experience Failures

Gen Z Sparking a “Mall Brands” Revival?

Transparency in the Driver’s Seat for the Auto Shopping Experience

A New World, A New Customer Journey

The Human Touch in an AI-Driven Shopping World

The Vicious Cycle of Long Wait Times

Allbirds Latest to Follow Trend: Closing Brick and Mortar, Prioritizing E-Commerce over Physical Retail

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