The Latest

  • Call center agent answering incoming calls with a headseat.
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    .shock via Getty Images
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    Customer service worker shortage grew in Q1, despite wage increases

    Worker burnout is causing more employees to quit and fewer candidates to apply, according to a Resume Now report.

    Updated April 28, 2025
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    CFO Editorial Staff
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    Instacart to introduce quality scores for workers

    The grocery technology company will provide performance feedback that incorporates factors like the total number of items found, requested refunds and damaged products.

  • Google, antitrust, DOJ, search, Chrome divestiture, Android
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    Justin Sullivan via Getty Images
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    Google keeps feedback, experience top of mind as it expands AI search

    A more advanced version of AI Overview, called AI Mode, is collecting feedback from more advanced users that could inform the general search experience.

  • A passenger walks in an airport terminal. An American Airlines plane can be seen through the window.
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    Scott Olson via Getty Images
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    American Airlines touts loyalty wins as revenue growth stagnates

    Despite weaker travel demand in the main cabin, the carrier, like Delta Air Lines and United Airlines, pointed to its loyalty program and premium offerings as strengths.

  • A photograph of a brick building with a red sign and white letters that says Chipotle.
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    Spencer Platt via Getty Images
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    Chipotle wants its workers to smile for customers

    The restaurant chain plans to improve CX through friendliness. “The fact is smiles down the line don't slow us down,” CEO Scott Boatwright said.

  • A Walmart store on April 9, 2025 in San Leandro, California.
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    Justin Sullivan via Getty Images
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    Inside Walmart’s all-in playbook for generative AI, agentic tools

    The company is “throwing the doors wide open” and wants associates to use the technology every day, executives said.

  • Airplane on landing strip
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    Joe Raedle via Getty Images
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    American Airlines redesigns app in response to customer feedback

    The airline aims to make the mobile app a one-stop shop for travelers with an intuitive layout.

  • A headset hangs on a laptop
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    AzmanL via Getty Images
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    Blind worker to receive $250,000 for call center’s failure to accommodate

    The Results Companies “did not avail itself of the free resources” offered to make a screen reader more compatible with its systems, per the lawsuit.

  • Travelers walk through a busy airport terminal.
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    Mario Tama via Getty Images
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    After record high, customer satisfaction with airlines falls

    Customer satisfaction dropped 4% from last year, driven by business customer dissatisfaction, the American Customer Satisfaction Index found.

  • In this rear view, an unrecognizable woman stands with a shopping cart in front of a shelf full of food in the bread aisle of a grocery store.
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    SDI Productions via Getty Images
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    Traffic, out-of-stocks contribute to falling store CX during peak times

    Retail customer satisfaction reaches its low point between 6 and 8 p.m. daily, but smart staffing throughout the day can elevate the experience, according to HappyOrNot.

  • An image of three mobile app images of Uber Eats
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    Permission granted by Uber
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    FTC lawsuit: Uber made it too hard to cancel Uber One subscriptions

    Uber contests the allegations, which include claims the delivery platform signed consumers up without their consent and charged them too early, according to a complaint filed Monday.

  • The outside of a Verizon store
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    Bruce Bennett via Getty Images
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    Verizon plans AI-driven experiences as it fights customer churn

    The wireless network provider reported higher levels of customer churn in the first quarter following price hikes. Executives see AI-driven customer experiences as part of the solution.

  • A person with white wired headphones and a white bag stands outside a clothing store.
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    Daphne Howland/CX Dive
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    Most consumers will pay 25% more for their favorite brands, survey finds

    Positive customer experiences, consistent product quality and long-term brand familiarity drive greater loyalty, a UserTesting study found.

  • A person calls customer service on their cell phone
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    fizkes via Getty Images
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    Consumers want swift customer service no matter the channel

    Most customers expect a response within an hour, but for some it’s as quick as five minutes.

  • A hand holds an iPhone that displays Wegmans' updated app, and the screen reads, "New app features, even more to love."
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    Peyton Bigora/CX Dive
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    Wegmans’ elevated shopping experience goes digital

    The East Coast grocer recently launched a “new and improved” website and mobile app with enhanced personalization. Here’s a closer look.

  • A view of a KFC restaurant in Vallejo, California.
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    Justin Sullivan / Staff via Getty Images
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    How KFC’s customer listening program helps it nail the first experience

    The program is designed to collect data from a range of sources, disseminate findings across the company and coordinate teams to solve customer pain points, KFC COO Rob Swain said.

  • A customer browses an e-commerce site on their phone.
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    Frazao Studio Latino via Getty Images
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    What troubles shoppers when searching online

    Creating clear product landing pages that turn customer concerns into searchable content are key to help shoppers find what they’re looking for.

  • A traveler stands at a check-in kiosk with luggage in front of a sign that reads "JetBlue."
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    Scott Olson via Getty Images
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    JetBlue names VPs of airport experience and loyalty

    The carrier named Daniel Blake VP of airports experience and Edward Pouthier VP of loyalty and personalization.

  • Woman shopping denim jeans in a clothing store
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    lechatnoir via Getty Images
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    Generational needs in apparel CX can be met by common store design principles

    Organization, speed and navigation are near-universal ingredients for good in-store experiences, no matter the shopper's age.

  • A banner image for Scooter's Coffee's loyalty program.
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    Courtesy of Scooter's Coffee
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    Scooter’s Coffee switches to points-based loyalty

    The new program is designed to expand the range of products available for redemption and boost ordering through the chain’s digital channels.

  • The outside of an Albertsons grocery store
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    Ethan Miller via Getty Images
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    Albertsons credits app experience, loyalty for digital sales boost

    Loyalty membership grew 15% year over year for the second quarter in a row, while digital sales grew 24% year over year.

  • A United Airlines employee helps two passengers check in for their flight.
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    Scott Olson via Getty Images
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    United CEO shares strategic vision to build loyalty and boost revenue

    “United’s performance is strong even in this weak environment because we’ve won the battle for brand loyal customers,” CEO Scott Kirby said.

  • Navy Federal Credit Union, Douglasville Georgia location
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    Permission granted by Navy Federal Credit Union
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    Credit unions outperform retail banks in customer satisfaction

    Credit unions typically offer better interest rates and lower fees than retail banks, making them attractive to consumers amid high prices, according to J.D. Power.

  • A child watches an American Airlines plane take off with trees visible outside of Los Angeles International Airport
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    Mario Tama via Getty Images
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    American Airlines looks to enhance in-flight experience with complimentary Wi-Fi

    The airline will offer free Wi-Fi exclusively to AAdvantage loyalty program members on about 90% of its fleet by 2026.

  • A woman checks into a hotel at the front desk.
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    PixelsEffect via Getty Images
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    Hotel loyalty membership surged in 2024: CBRE

    Increased loyalty member counts are driving hotel occupancy, though the growth presents challenges such as rising costs, according to an April report.