Visa unveiled the Visa Intelligent Commerce program which opens the network’s rails to developers building AI agents that search, recommend and now pay on behalf of consumers. “This is going to transform shopping and buying — we’re letting AI developers and engineers use the Visa network to allow AI agents to find, and buy, on [the consumer’s] behalf in a seamless and safe way,” Mark Nelsen, Visa’s global head of consumer products, told. At the center of the effort is an AI-ready card, a credential developers can spin up through a bundle of Visa application programming interfaces (APIs). As Nelsen put it: “The APIs will have an AI-ready card. In a hypothetical search for the cheapest flight to Cancún, for example, a traveler uploads an existing Visa credential, while in the background Visa authenticates the cardholder with payment passkeys, tokenizes the 16-digit number and seats the token inside the AI agent.” That behind-the-scenes swap shields account data, eliminating the clunky step of keying in card numbers every time the agent hops to a new site.
Sendbird launches omnipresent proactive customer support AI agent enabling continuity across channels
Sendbird Inc., an AI communications and conversation platform, launched what the company calls an “omnipresent” AI agent that can handle customer service issues proactively rather than just reacting to them. Omnipresence means the company’s AI agent can engage and respond to customers wherever they are: web, mobile, email, SMS, WhatsApp and voice – all without losing track of the conversation history. This means that a user could start a conversation on the web, grab their phone to leave the house and continue talking to the AI agent and it could pick up where it left off. The company believes by allowing users to pick a preferred point of contact they can feel more connected and part of the process. The second promise of the company’s AI agent is proactive support, where AI agents react to potential problems and conversation moments before a customer contacts support. For example, when a delivery is on its way it might contact the customer on the last channel they messaged to provide an update. It can also anticipate disruptions such as flight delays, allowing real-time outreach and rescheduling. Sendbird’s AI agent empowers businesses to move beyond siloed, reactive interactions to memory-rich customer experiences that reduce friction, anticipate needs and improve loyalty all at the same time.
VantageScore expands new open-banking credit score 4plus for lending to underserved borrowers enabling improved predictive lift, clearer risk segmentation and expanded decisioning opportunities
VantageScore announced the expansion of their groundbreaking VantageScore 4plus pilot program for lenders launched in partnership with Credit Builders Alliance. The pilot leverages the industry leading VantageScore 4.0 credit score with open banking data to deliver the new VantageScore4Plus credit score model. Initial data from the pilot show meaningful improvements in the ways nonprofit lenders can assess and serve potential borrowers. Key insights include: 1) Improved Predictive Lift: Applicants with new to credit, thin or inactive credit files, who make up 15% of participants in the pilot program, benefitted significantly from the addition of open banking data. 2) Clearer Risk Segmentation: Credit scores moved in both directions both up and down. There were nearly equal numbers of consumers seeing increases and decreases. The result signals better separation between higher- and lower-risk applicants. 3) Expanded Decisioning Opportunities: 44% of previously declined applicants could be reconsidered under a “second look” strategy using VantageScore 4plus, potentially unlocking credit while preserving underwriting rigor reducing risk.
Qualtrics’ AI “Experience Agents” allow brands to adapt survey questions in real time based on customer’s incomplete or partial responses and use that insight to empathetically resolve customer’s problem
Qualtrics’ announced their new Experience Agents™, a series of highly specialized AI agents that utilize agentic AI. With the launch of their Experience Agents, brands will be able to go further and autonomously take action on those insights in real time. One of the most interesting ways that they are applying their new agentic capabilities, particularly when it comes to building connections with customers and acting in the moments that matter, is what they have done within their core surveying product. Their new conversational feedback capability allows them to adapt survey questions in real time based on customer responses, particularly if the responses are incomplete or partial, and then, based on that insight, take action to help resolve the customer’s problem. According to Brad Anderson, President of Products, UX, and Engineering at Qualtrics, this allows their customers to not only add 7% points to their survey completion rate but also enrich the quality of data that they collect by around 40% as a result of their adaptive approach. That is not insignificant, especially when you consider that the average response rate to a customer feedback request is sub 10%, with some organisations operating with a completion rate in the 3-4% range. The ability to act on that feedback empathetically and in real time is a capability that will help brands build better connections with their customers. That, as CEO Zig Serafin points out, is where the big opportunity lies for those wanting to deliver great customer experiences.
Survey shows 35% of shoppers plan to buy products now before tariffs go up and 28% plan to wait and potentially switch to cheaper alternatives
More than eight-in-10 (83%) respondents said they are planning to pull back on spending in the coming weeks, according to a survey by OnePulse for e-commerce platform Klaviyo. Six-in-10 (61%) respondents say they plan to cut back their spending at restaurants, followed by clothing/accessories (47%) and travel/hotels (41%). Meanwhile, 35% of respondents plan to buy products now before tariffs go up, 25% are waiting to see if prices increase and 28% plan to wait and potentially switch to cheaper alternatives. Close to three-in-10 (28%) respondents plan to remain loyal to their preferred brands. However, when asked the best ways to keep them brand-loyal, respondents were most likely to cite frequent discounts or promotional offers (54%), consistent product quality (37%) and better prices (33%). While 37% of respondents said cite product quality is key to building brand loyalty, only 8% prioritize quality in their purchasing decisions. The survey also found that the two biggest communication asks for brands right now are transparent pricing updates and clear info about delays or supply chain issues.
Brandlight’s tech measures and optimizes how brands are interpreted across reputation management, partnerships, content strategy and SEO to enhance their visibility in AI-generated search results
Brandlight, the first-of-its-kind AI Insights and Influence System, has emerged from stealth with $5.75 million in funding to help brands measure and shape their visibility in AI-generated search results. Brandlight provides businesses with the intelligence and tools they need to thrive in a digital landscape reshaped by AI-driven search. Brandlight’s system enables businesses to track, optimize, refine, and improve their AI-driven presence, ensuring they remain competitive in this new frontier. Brandlight’s system goes beyond traditional SEO. It is a strategic AI influence platform that enables brands to proactively shape AI-generated answers, ensuring their messaging accurately reflects and aligns with business objectives. The platform transforms AI search from a passive experience into a high-impact marketing channel, offering predictive insights that help businesses maintain a competitive edge. Imri Marcus, CEO of Brandlight says “Our system creates a baseline of how AI perceives a specific entity, giving you visibility into the AI black box, and actively improves on it.” In other words, it goes beyond surfacing AI-driven search results; it measures and optimizes how brands are interpreted across reputation management, partnerships, content strategy, SEO, and more. Underpinning this capability is a team of repeat entrepreneurs, marketing leaders, and top AI experts from the Israeli IDF’s elite tech units. Brandlight’s technology identifies the strategic data sources AI engines rely on, uncovering opportunities for optimization. It then refines this data for optimal AI processing, empowering brands to cut through the noise, gain visibility, and consistently deliver impactful outcomes.
Delta’s ecosystem approach to loyalty engine integrates partner-driven experiences that deliver emotional resonance
Delta is moving beyond the traditional “earn and burn” model to architect a lifestyle ecosystem. One that delivers emotional resonance, not just rewards. And they’re doing it through powerful partnerships, personal technology, and a loyalty experience designed to meet people where they live—not just where they fly. Delta’s partnerships with Starbucks and Uber are examples of what Josh Kaehler, Managing Director of Loyalty Partnerships at Delta, calls “frequency amplifiers.” “People engage with Uber and Starbucks more often than they fly,” he said. “Those brands already have deep emotional connections with customers. If we can piggyback on that frequency and that brand love, it’s a halo for Delta.” Camille Irving, GM of U.S. & Canada Mobility at Uber, described the partnership similarly: “No one brand owns the entire travel journey. Our work with Delta is about creating a ‘double delight’—seamless experiences, with rewards that resonate.” While aspirational moments—like flying Delta One to Europe—are core to the loyalty engine, Delta is increasingly focused on broadening its appeal to travelers who may only fly a few times a year. Delta’s SkyMiles Experiences platform, recently relaunched, offers everything from once-in-a-lifetime events to more attainable everyday cultural perks and live events. That’s why Delta has integrated partner-driven experiences, like a private tasting at Starbucks’ original Pike Place store and has hinted at more curated events to come through collaborations with brands like Uber and the PGA Tour. Delta’s tech roadmap includes the Concierge feature previewed at CES, aimed at giving travelers customized itinerary guidance, travel updates, and curated offers. Delta’s ecosystem strategy isn’t about transactional perks. It’s about touchpoints that make people feel seen, known, and valued. And in a category where airlines compete on price and routes, Delta’s secret weapon may just be something harder to quantify—but far more powerful: emotional equity.
Walgreens adapts in-store kiosks for safe disposal of unwanted, unused or expired medications
Walgreens is making its stores part of a major national initiative to help fight prescription drug abuse. On Saturday, April 26, 2025, Walgreens is participating in National Prescription Drug Take Back Day. This annual event is dedicated to the safe disposal of unwanted, unused or expired medications. During the event, participating consumers can dispose of medications they no longer need at any of more than 1,500 in-store kiosks Walgreens offers in its stores across 46 states and Washington, D.C. These kiosks are intended to help ensure medications are not accidentally or intentionally misused. Walgreens provides the kiosks at no cost, year-round, during regular pharmacy hours. Customers can find kiosk locations on Walgreens.com via the store locator tool by using the search filter for “medication disposal kiosk” under the pharmacy section. Walgreens pharmacies that do not have safe medication disposal kiosks offer other drug disposal options free of charge that are also available year-round upon request at the pharmacy counter.
Walmart to open ‘Beauty Bars’ in select stores to explore new products, talk to beauty experts and test samples; spotlights trend-forward brands online with elevated shopping experiences and editorial storytelling
In a pilot program, Walmart is introducing “Beauty Bars” in 40 stores. At the Beauty Bars, customers can explore new products, talk to beauty experts and test samples. Walmart said it is also spotlighting trend-forward brands online with elevated shopping experiences and editorial storytelling. The company noted it has added more than 40 premium brands in the past year, expanded assortment in its core business, and launched new pathways for emerging brands through programs such as its beauty accelerator program. In addition, Walmart is hosting its annual spring omnichannel extravaganza known as “The Beauty Event” through Saturday, May 31. As part of the promotion, Walmart is offering more than 1,800 rollbacks and in the past year, savings on a range of beauty products at varied price points. In addition, for the third straight year, Walmart will soon host Walmart+ Week, a sale exclusively for members of its Walmart+ paid subscription service. This year’s Walmart+ Week also provides a number of exclusive rewards and offers that build upon existing Walmart+ benefits from Walmart and several partner brands.
Etsy promotes ‘shopping domestically’ amid tariff concerns, offering curated shopping pages and local seller spotlights; sellers gain handbook on how tariffs are collected and the definition of the de minimis exception
Etsy is making it easier for buyers to find and purchase items from domestic sellers as a way to blunt potential tariff-related price increases on imports. These include features for customers such as curated shopping pages and local seller spotlights. For sellers, Etsy is providing an online tariff handbook that provides information such as how tariffs are collected and the definition of the de minimis exception. According to Etsy data, 89% of its sellers work from home by themselves without complex overseas production lines and fulfillment requirements, and most source supplies domestically, which can help them remain “agile and resilient” even when there are shifts to global supply chains. Etsy said it is also “elevating seller voices” to advocate for public policies that reflect the “unique needs” of small businesses and protect their ability engage in global commerce. Etsy has been attempting to improve its search experience for customers and sellers. The e-tailer recently began letting customers browse by curated collections on its app, based on trends, aesthetics and occasions. The retailer, which also provides set of creativity standards for products sold on its site, optimizes its search results to showcase a broader range of items from more sellers. Etsy has also launched a search visibility page that provides specific actionable tips, including insights on listing image quality and quantity, return policies, message response times, and shipping prices, for certain seller listings.