The Latest

  • An iamge of a stoneworked building with a white logo that says Olive Garden. A woman wearing a white shirt and red bandana is at the door about to enter the restaurant.
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    Scott Olson via Getty Images
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    Loyalty lessons learned from Olive Garden’s pasta pass

    Exclusive promotions and loyalty rewards can keep customers engaged. But Olive Garden will need to execute on experience to engender brand loyalty, experts say.

  • A billboard with the text "AI runs better on us" stands next to a highway.,
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    Justin Sullivan / Staff via Getty Images
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    Employers may not be training workers well enough for widespread AI disruption

    Advanced skills, such as managing AI agents, do not tend to be the focus of employer training, The Conference Board said in a report.

  • Two people sit on a stage with an Airbnb logo as the backdrop.
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    Getty Images
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    Airbnb reaches another service milestone with its AI assistant

    The company’s AI assistant can resolve nearly 45% of issues brought to it without a human agent, while delivering much faster resolution times, according to CEO Brian Chesky.

  • A person assists a family in getting a product behind glass casing at a store.
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    Brandon Bell via Getty Images
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    6 examples of how employee experience can shape CX

    Frontline employees interact with customers day after day, but all too often, their experience comes as an afterthought in customer experience initiatives.

  • a drive-thru coffee shop with 7 Brew branding at dusk.
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    Courtesy of 7 Brew
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    7 Brew looks to supercharge growth with new app, loyalty system

    The new app could provide a boost to the rapidly growing coffee brand by driving sales and raising the quality and volume of consumer data it collects.

  • Car driver's hand on the wheel with a smartphone to the right.
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    Drew Angerer via Getty Images
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    Uber CEO expects AI investments to provide incremental CX gains, conversions

    While Uber is early in its AI journey, “all of these either drive conversion or improve the fundamental experience of the consumer,” CEO Dara Khosrowshahi said.

  • Building Exterior with Marriott sign
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    Justin Sullivan via Getty Images
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    CX takes a backseat during mergers and acquisitions. Customers notice.

    Customers should experience the benefits of the merger — not the complexity behind it, experts say.

  • A person uses their phone in front of a Booking.com sign.
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    Sean Gallup via Getty Images
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    Booking Holdings’ connected trip strategy boosts loyalty

    The parent company of Booking.com, Agoda and Priceline wants travelers to book multiple travel verticals with the company for the same trip.

  • A close up of a woman's hand touching a Sonos speaker.
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    Courtesy of Sonos
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    How Sonos is using customer listening to improve products

    “We brought customers into the process through in-home research, beta programs and public previews, and their feedback shaped every iteration,” CEO Thomas Conrad said on an earnings call.

  • Six drinks, all colorful, comprising the vanguard of McDonald's post-CosMc's premium drinks lineup.
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    Courtesy of McDonald's
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    McDonald’s CEO blames US traffic drop on poor execution as satisfaction dips

    “Our restaurant teams were overwhelmed by too many deployments in the quarter,” CEO Chris Kempczinski said. “This impacted customer service times, and as service times went up, satisfaction scores went down.”

  • Paris Hilton and Lando Norris for Hilton
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    Courtesy of Hilton
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    Hilton CMO on what it takes to earn loyalty

    Global CMO Mark Weinstein explains how the hospitality titan is utilizing creators, AI and loyalty in an evolving advertising landscape.

  • An image of a Johnny Rockets counter.
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    Permission granted by Fat Brands
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    Restaurant gimmicks can drive initial interest but miss on long-term loyalty

    Canned phrases, scripted songs and choreographed dance routines aim to boost brand consistency and memorability but risk alienating customers and employees, experts say.

  • An aerial photograph of a Taco Bell sign next to a Taco Bell restaurant.
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    Mario Tama via Getty Images
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    Taco Bell credits its loyalty program for digital sales growth

    The restaurant chain will roll out a redesigned app in the third quarter to capitalize on its strong customer-brand relationships and accelerate digital sales.

  • Frustrated person talks on mobile phone, sitting on sofa at home.
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    Getty Images
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    How to make customer service agentic AI live up to its potential

    Businesses see success when they have clean, accessible data and understand where agentic AI can replace live support and where it can’t.

  • Circle K
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    Retrieved from Couche-Tard.
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    Circle K redesigns loyalty program with visit-based model

    The updated Inner Circle platform looks to simplify Circle K’s loyalty experience.

  • Amazon fulfillment center
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    Ethan Miller/Getty Images via Getty Images
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    Amazon customers are embracing Alexa for Shopping

    The number of active users of Alexa for Shopping nearly doubled in the second quarter, with interactions up five times year over year, CEO Andy Jassy said.

    Updated Aug. 3, 2026
  • EU flags in front of the Berlaymont building, headquarters of the European Commission in Brussels, Belgium.
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    Getty Images
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    The EU AI Act requires AI transparency. What does it mean for CX?

    Companies that want to do business in the European Union will now have to disclose when customers interact with AI and when content is AI generated. It’s as much of a CX issue as a compliance challenge.

  • A photograph of a brown sign with white lettering that says Starbucks Center.
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    David Ryder via Getty Images
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    Starbucks’ experience refinements are ‘turning engagement into rituals,’ CEO says

    According to CEO Brian Niccol, better customer service and a revamped loyalty program are building trust with customers and making the brand more visible.

    Updated July 31, 2026
  • People walk past a Chipotle storefront.
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    Spencer Platt via Getty Images
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    Chipotle’s efforts to engage customers with rewards in-restaurant pay off

    “While food quality and generous portions bring guests through our doors, it's the experience we deliver that keeps them coming back,” CEO Scott Boatwright said.

  • Close-up of electronic shelf labels in a refrigerated case displaying “SALE” prices for Lifeway kefir, including “Organic Peach Lowfat Kefir,” with pricing shown as “REG 6.99,” “SALE 5.54,” and “WITH PRIME 4.99,” and blurred dairy containers behind.
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    Catherine Douglas Moran/CX Dive
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    What grocers need to know about the pushback against dynamic pricing

    Retailers are facing uncertainty as states block them from using consumer data to set individualized prices and the FTC directs attention to the issue.

  • People mingle in front of a JetBlue logo.
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    Kevin Dietsch via Getty Images
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    JetBlue revamps fare class as it looks to bolster revenue

    The carrier is launching a new first-class domestic seat, joining other airlines expanding premium experience offerings to meet demand and boost revenue.

  • A sign outside of an AT&T store.
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    Justin Sullivan / Staff via Getty Images
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    AT&T’s customer service now offers callers a record of their discussion

    “It may seem like a simple feature, but its purpose is powerful: to help customers leave the conversation with confidence and clarity,” SVP of Customer Care Cristy Swink said. 

  • A close-up shot of an older person holding a mobile phone.
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    Getty Images
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    Can T-Mobile and Verizon win on the strength of customer experience?

    Customer service can be a competitive differentiator, but the companies need to be careful about taking CX metrics as a forecast for future growth.

  • A traveler looks at a mobile device.
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    Getty Images
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    Travelers are looking for AI-assisted planning, 24/7 customer support

    A recent report from Allianz Partners found that 37% of U.S. travelers use AI to plan travel and expect “fast, intuitive, and mobile-first interactions” during trips.

  • A sign for a Trader Joe's.
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    Catherine Douglas Moran/CX Dive
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    If loyalty programs are so important, why doesn’t Trader Joe’s have one?

    The brand has the highest loyalty among U.S. grocers because loyalty is a strategy, not just a program, experts say.