Southwest Airlines is using Salesforce’s Agentforce to give travelers faster access to customer support while freeing service representatives to focus on more complicated issues. Available through Southwest’s website and mobile app, the AI assistant can handle common questions about baggage, reservations, refunds, and Rapid Rewards, direct customers to self-service options, and escalate conversations to a human representative when necessary. The technology draws from Southwest’s approved information and Salesforce Service Cloud data, helping maintain consistent responses while allowing conversations to transfer to representatives without customers having to repeat themselves. Since Southwest began rolling out Agentforce in November 2025, the airline says the technology has handled more than 2 million customer interactions, resolved 45% of eligible inquiries without human assistance and contributed to a significant increase in customer satisfaction. Southwest also projects that the technology will generate $6 million in annual savings and deliver a seven-fold return on investment. 

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Accelevate Solutions and Brand Engagement Network Bring AI-Powered Passenger Engagement to LAX 

Accelevate Solutions and Brand Engagement Network (BEN) have launched an AI-powered passenger engagement platform for off-airport parking and shuttle services at Los Angeles International Airport (LAX), combining real-time transportation information with new digital engagement and advertising opportunities. The platform gives travelers mobile access to shuttle routes, live vehicle locations and estimated arrival times without requiring an app download, while providing operators with a digital layer that works alongside their existing fleet systems. Built around Accelevate’s MobilityConnect technology and BEN’s AI capabilities, delivered through the Mydas enterprise media platform, the solution also creates a contextual advertising channel tied to real-world passenger journeys. Promotional and static advertising is already available, with live paid advertising expected to begin in the fourth quarter of 2026 as the companies look to expand the technology to additional airports and transportation markets. 

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Chalice AI and PurpleLab Partner to Bring Predictive AI to Healthcare Media 

Chalice AI and PurpleLab are teaming up to help healthcare marketers turn real-world healthcare data into customized predictive models that can guide advertising and media decisions. The partnership combines PurpleLab’s medical and pharmacy claims intelligence, spanning more than 330 million U.S. patient lives and over 3 million healthcare professionals, with Chalice AI’s modeling and optimization technology. Instead of relying primarily on predefined audience segments, marketers will be able to develop brand-specific models based on desired outcomes, such as identifying prospective patients and prescribers, anticipating adoption or attrition, and finding opportunities for incremental growth. The models can be updated as new healthcare and campaign data become available and activated through Chalice across connected TV, social platforms and the open internet, with an emphasis on transparency, data provenance, security and privacy-conscious handling of healthcare information. 

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The partnership goes beyond earning points and miles. Hyatt and Delta plan to introduce exclusive benefits, experiences, and other perks aimed at creating a more connected premium travel experience from takeoff to checkout. The brands are already highlighting potential trip pairings—from Delta flights to Hong Kong, Rome, and Paris paired with stays at Grand Hyatt, Thompson, and Park Hyatt properties. More information about enrollment, eligibility, earning opportunities, and the official launch timeline is expected in the months ahead. 

Why it matters: 

• Members can potentially get more value from the same trip by earning rewards across both airfare and accommodations. 

• Rather than treating flights and hotels as separate experiences, the companies are positioning loyalty around the traveler’s full journey. 

• For frequent travelers invested in either ecosystem, earning across both brands could make Delta-and-Hyatt combinations more attractive when choosing flights and hotels. 

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After four decades of building its business around a simple menu, consistent food, and strong word of mouth, Five Guys is looking for new ways to connect with customers while preserving the qualities that fueled its growth, as QSR Magazine reports. Under Chief Commercial Officer Navin Sharma, the burger chain is expanding its focus on marketing, digital experiences, consumer insights, and a future loyalty program that could reward frequent guests while spotlighting the many custom combinations customers can create from its existing menu. Rather than chasing restaurant trends or dramatically expanding its offerings, the company plans to use digital channels to tell more of the story behind its food—from fresh-cut fries prepared in restaurants to its operational standards—while keeping burgers, fries, and shakes at the center of the experience, according to QSR Magazine.  

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Wingstop Kicks Off Football Season with Limited-Edition Wing Pass 

Wingstop is leaning into football season with its first Wing Pass, a limited promotion designed to build excitement around the recently launched Club Wingstop loyalty program, as NRN reports. Priced at $27.99 and limited to just 100 Club Wingstop members, the pass provides 18 weekly Watch Party Bundles—each featuring 20 classic wings in up to four flavors, a large fry, and large ranch—with a new bundle appearing in members’ apps each Sunday. The promotion reflects Wingstop’s broader push to make loyalty about exclusive experiences and access, not simply discounts, while giving the brand another way to encourage repeat visits. That strategy is also showing up in menu innovation: Club members are getting early access to the new Lemon Pepper Trio, while Wingstop is adding a football-themed Sprite Touchdown Twist at participating restaurants with Coca-Cola Freestyle machines, according to NRN. 

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Twin Peaks Refreshes Its Menu with New Value Options and Bigger Shareables 

Twin Peaks is rolling out one of its most substantial menu updates in recent years, adding larger shareables, new entrées, and a value-focused lunch lineup with several choices under $10, as NRN reports. The sports-focused restaurant chain is expanding familiar offerings such as its Peaks Sampler and Triple Play while introducing dishes ranging from a fried chicken sandwich and street corn quesadilla to a smoked bone-in pork chop and fried ravioli. The refresh emphasizes scratch-made preparation alongside new flavors and ingredients, while giving guests more affordable options during lunch. Twin Peaks is also bringing printed menus back to restaurants nationwide after many locations adopted QR-code ordering during the pandemic, a move prompted by guest feedback and intended to give the expanded food lineup greater visibility as the brand enters its next phase of growth under new ownership, according to NRN. 

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The partnership will also give fans new ways to engage with both teams throughout their seasons. Papa Johns will participate in the Dirty Birds Rally on Sept. 18 ahead of the Falcons’ first home game, offering merchandise, gift cards, and other giveaways. Atlanta United supporters will benefit through the club’s “First Match On Us” program, where eligible first-time attendees can receive complimentary match tickets and a $10 Papa Johns credit. Together, the initiatives position the partnership as more than traditional sports sponsorship, combining fan rewards, live experiences, and community engagement across Atlanta. 

Why it matters: 

• Papa Johns is deepening its Atlanta connection, where the company has one of its Restaurant Support Centers, by aligning with two of the city’s major professional sports teams. 

• The partnership gives fans tangible benefits, linking team victories and live sporting experiences with discounts, credits, merchandise, and ticket opportunities. 

• It creates year-round engagement opportunities across both NFL and MLS seasons, giving Papa Johns and AMBSE multiple ways to connect with Atlanta sports fans and local communities. 

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Petco is fine-tuning its revamped loyalty program after customers embraced its rewards faster than anticipated, as CX Dive reports. The relaunch of Petco Perks made earning and redeeming points easier, but stronger-than-expected redemption activity put pressure on second-quarter sales. Petco has since introduced measures to better manage redemptions while shifting its focus toward more personalized rewards and offers. Despite the early financial impact, the retailer views Petco Perks as an important long-term growth driver and expects its personalization efforts to begin benefiting the business in 2027, according to CX Dive. 

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DSW Refreshes VIP Loyalty Program with More Choice and Member Perks 

DSW is giving its loyalty program another makeover, introducing a more flexible rewards experience designed to put members in greater control of their benefits, as Footwear News reports. The refreshed VIP program lets shoppers decide when to redeem their points rather than automatically issuing rewards and introduces three membership tiers—Club, Gold, and Elite—with benefits that increase based on annual spending. Members can access perks ranging from points on purchases and free shipping to birthday rewards, exclusive promotions, and surprise offers. The changes reflect DSW’s broader effort to make loyalty more personalized, convenient, and rewarding across digital and in-store shopping. 

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Chewy Leans into Loyalty, Pet Healthcare, and AI to Drive Growth 

Chewy is finding new ways to grow even as the broader pet market remains challenging, with its strategy increasingly centered on building deeper, longer-lasting customer relationships, as Retail TouchPoints reports. Alongside continued growth in active customers and sales, the retailer is strengthening its recurring-revenue model through Autoship and expanding the role of its Chewy+ membership program, whose members are showing stronger engagement across orders, categories, and the company’s app. Chewy is also broadening its pet healthcare ecosystem through veterinary services and other specialty offerings while deploying AI to improve customer service and operational efficiency. Together, these investments are helping Chewy create more reasons for pet owners to interact with the brand beyond traditional pet product purchases, according to Retal TouchPoints. 

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Tap to Pay joins a growing range of payment choices designed to make shopping and managing money easier. Walmart customers can continue using cash, credit cards and Walmart Pay, while Sam’s Club members can use Scan & Go to scan and pay while they shop. The expansion is also part of Walmart’s broader effort to give customers and members more flexibility in their everyday finances, from options to save, build credit, and pay over time to Sam’s Cash and Sam’s Club credit. The goal is straightforward: more choice at checkout and a simpler shopping experience from start to finish. 

Why it matters: 

• Customers and members can use the contactless payment methods they already know and use. 

• Tap to Pay complements existing options including cash, credit cards, Walmart Pay, and Sam’s Club Scan & Go. 

• The rollout supports a broader effort to make shopping and everyday money management simpler and more flexible. 

Learn more here.

Convenience store retailers are increasingly treating car washes as more than an add-on—they’re using them to drive recurring revenue, strengthen loyalty, and bring customers back more often, as CStoreDecisions reports. Operators including H&S Energy, Tiger Fuel Co., and The PRIDE Stores are connecting unlimited wash memberships with mobile apps, fuel discounts and broader rewards programs, while also investing in technologies such as license plate recognition, CRM platforms, automated payments, and customer analytics. Whether retailers choose in-bay automatics or high-volume tunnel washes, the common strategy is to make the car wash experience more convenient, personalized, and closely integrated with the rest of the c-store business, according to CStoreDecisions.  

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Consumer Value Is Changing—and AI is Gaining Influence 

For today’s shoppers, getting a good deal involves much more than finding the lowest price. New consumer research shows that quality is a major factor in perceptions of value, while priorities such as brand connection, product quantity, and longevity also influence purchasing decisions depending on the category, as Retail Brew reports. At the same time, shoppers are navigating an overwhelming amount of information and increasingly looking beyond traditional advertising for guidance. AI is emerging as one of those resources: nearly one-third of consumers report using AI during the shopping process, and frequent users show a strong tendency to purchase products it recommends. For retailers, the shift suggests that competing effectively will require a stronger combination of quality, personalization, trusted information, and technology-enabled product discovery. 

Learn more here. 

Kroger Brings Grocery and Prescription Delivery into One Digital Order 

Kroger is making digital shopping more convenient by allowing customers to combine groceries and eligible prescriptions into a single delivery order through Instacart, as Simply Wall St. reports. Available across nearly all Kroger-owned banners and connecting more than 2,200 pharmacy locations, the service brings two frequently needed purchases together within Kroger’s websites and apps. Beyond simplifying the customer experience, the move strengthens Kroger’s broader omnichannel strategy by connecting its grocery, pharmacy, and digital capabilities in one customer journey. Combining these services could also encourage larger digital baskets and greater customer loyalty as shoppers increasingly look for convenient ways to manage everyday purchases and healthcare needs, according to Simply Wall St. 

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CXone now supports hundreds of advisors across Currys’ internal and outsourced operations in the U.K., South Africa and India, handling nearly 6 million customer interactions annually. By capturing, transcribing, and analyzing interactions across channels, Currys can identify customer needs and friction points while giving teams a more unified view of the customer experience. The platform is also helping Currys improve workforce forecasting and staffing and launch new engagement channels in weeks, creating a scalable foundation for more proactive, personalized customer experiences. 

Why it matters: 

• Faster resolutions and more personalized experiences can make it easier for customers to get the support they need. 

• Analyzing interactions helps Currys pinpoint friction, improve frontline performance, and make more informed operational decisions. 

• Currys can introduce new channels more quickly while improving forecasting, staffing, and consistency across its customer service operation. 

Learn more here.

Regal Entertainment Group is adding a new option to its loyalty lineup with Regal Rewards+, a subscription designed for moviegoers who visit theaters regularly but may not need an unlimited plan, as The Hollywood Reporter notes. Starting at $10.99 per month, the membership includes one 2D movie ticket each month that can roll over if unused, access to as many as four additional tickets per month at a discounted member rate, 20% off concessions, waived online convenience fees and birthday rewards. The new tier sits between Regal’s free rewards program and its Unlimited subscription, giving families, younger audiences, and other occasional-to-regular moviegoers a more flexible way to save. The launch comes amid strong momentum for the theater chain, including a record-setting four-day period for worldwide box office and concession revenue, according to The Hollywood Reporter 

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Restaurant Loyalty Programs Face a Value Reckoning 

Restaurant loyalty programs have long relied on discounts and free food to attract repeat customers but rising operating costs and growing competition are making that strategy increasingly difficult to sustain, as QSR Magazine reports. Consumers have become accustomed to promotions, while franchisees can feel the margin pressure created by aggressive value offers. At the same time, convenience stores are becoming stronger foodservice competitors by combining competitive prices with speed and convenience. For restaurant brands, the next evolution of loyalty may require moving beyond blanket discounts toward personalized rewards, behavioral incentives, gamification, and experiences that recognize different types of customers. Ultimately, successful programs will need to demonstrate that customer value can come from more than a lower price — including convenience, recognition, consistency, and a better overall experience. 

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Capriotti’s Celebrates ‘SUBtember’ With New Rewards and Meal Deals 

Capriotti’s Sandwich Shop is turning September into “SUBtember” with a month of promotions aimed at delivering more value to its rewards members. Throughout the month, Capriotti’s Rewards members can access rotating weekly offers, beginning with a buy-one-get-one 50% off sub promotion, while new members can join for free to participate in current and upcoming deals. The brand is also extending its $9.99 Caps Duos, featuring a half sub paired with a half salad, and introducing a $29.99 Game Day Family Pack with 30 inches of sandwiches and four small bags of chips. Capriotti’s is also making its loyalty program easier to use in stores, allowing members to earn and redeem points by providing their phone number at checkout, while continuing to earn points through app and online purchases. 

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The program also adds a philanthropic component by putting customers in the driver’s seat of $250,000 in charitable giving. Each L.L.Bean purchase earns an Outdoor Impact Vote, which members can allocate among four nonprofit partners: the National Park Foundation, YMCA of the USA, Mental Health America, and the Appalachian Mountain Club. Each organization will receive a share of the $250,000 based on the percentage of votes it receives. The initiative connects L.L.Bean’s loyalty strategy with its broader mission of encouraging people to spend time outside, while supporting conservation, outdoor access, youth engagement, and mental well-being. 

Why it matters:  

• L.L.Bean is combining traditional rewards with experiences and charitable participation to deepen customer engagement. 

• Outdoor Impact Votes give shoppers a direct say in how L.L.Bean distributes $250,000 among four nonprofit partners. 

• By tying rewards to organizations focused on conservation, outdoor access, youth and mental well-being, L.L.Bean is connecting customer loyalty with its outdoor-focused mission. 

Learn more here.