The Latest

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    Permission granted by Forrester
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    Top customer experience conferences in 2025

    Customer service automation, loyalty programs and customer data management are just some of the areas these upcoming events will touch upon.

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    PixelsEffect via Getty Images
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    NPS creator details new global standards for customer experience

    Bain & Company, alongside Kantar and Qualtrics, refined the global standards, which were first unveiled in July, to develop industrywide buy-in.

  • A shopper with a shopping cart full of merchandise stands in front of a Sam's Club sign outside the store
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    Scott Olson via Getty Images
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    Sam’s Club, Costco link higher staff salaries to CX improvements

    The warehouse club retailers are boosting wages to encourage associates to stay on longer, which contributes to better customer service.

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    Scott Olson via Getty Images
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    Brand BFFs: How building strong bonds with customers pays off

    Genuine relationships matter. Research shows emotionally connected customers are twice as valuable as highly satisfied customers. 

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    Courtesy of Volkswagen
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    Volkswagen integrates Google’s generative AI to enhance app experience

    Through a Google collaboration, car owners will be able to search their owners’ manuals by posing questions like “How do I change a tire?”

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    Photo illustration: Grocery Outlet Crop; Getty Images

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    A closer look at Grocery Outlet’s unique shopping app

    Unlike other retailers’ omnichannel apps, the discount grocer’s one focuses on personalized savings and in-person shopping.

  • A traveler walks past a Southwest Airlines airplane as it taxies from a gate at Baltimore Washington International Thurgood Marshall Airport on October 11, 2021 in Baltimore, Maryland.
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    Kevin Dietsch via Getty Images
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    Southwest lays out fresh offerings to meet customer and investor demands

    The company unveiled a plan to meet customers’ evolving preferences while maintaining core policies, like free bags, that have differentiated the airline.

  • A over the shoulder shot of woman using smartphone with Two-Factor Authentication security while logging to laptop.
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    gahsoon via Getty Images
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    Customers are done with passwords. Do businesses have a solution?

    Research shows customers are frustrated with the login experience, and the friction can cost businesses customers.

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    Courtesy of Kempinski
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    From lotions to linens: How hotel marketplaces can boost guest loyalty

    Advanced data analytics makes it easier for hotels to sell in-room products and win repeat customers.

  • A frustrated man talks on the phone with customer service while looking at his laptop.
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    fizkes via Getty Images
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    Customers don’t want to call back — they want first-contact resolution

    Long wait times and repetitive customer service calls rank among consumers’ top pet peeves, a Ujet and ContactBabel survey found.

  • The outside of an AutoZone auto parts store,
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    Justin Sullivan via Getty Images
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    AutoZone credits its customer-first mindset for sales growth

    Following nearly 6% sales growth in fiscal 2024, the auto parts retailer is doubling down on its commitment to employee and customer experiences in fiscal 2025.

  • Two individuals on stage seated in chairs, on the left a middle-age man in a suit jacket and on his right a woman in a black blouse
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    Peyton Bigora/CX Dive
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    What to know about privacy laws when collecting personal data on shoppers

    Retailers have moved away from collecting identifiable information from consumers, but need to be aware of requirements for the personal data they do collect, an Albertsons privacy official said at IAB's summit last week.

  • The outside of Kendall-Jackson family wines.
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    carterdayne via Getty Images
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    How Jackson Family Wines brought wine country online

    Kendall-Jackson boosted active website users nearly sevenfold year-over-year in July after relaunching its site with a new layout and self-service options.

  • People mingle in front of a JetBlue logo.
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    Kevin Dietsch via Getty Images
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    JetBlue introduces lounges in pursuit of premium customers

    As JetBlue looks to become the best East Coast leisure network, the airline is opening airport lounges in New York and Boston beginning next year.

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    Justin Sullivan via Getty Images
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    Google joins the AI-powered customer service assistant gold rush

    The company’s contact center solution emphasizes virtual assistants and could stand out due to Google’s AI expertise, according to Info-Tech Research’s Julie Geller.

  • A screenshot of Krazy Coupon Lady's YouTube video.
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    Retrieved from YouTube on September 18, 2024
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    Deep Dive

    How couponing communities are still thriving

    Though it's been over a decade since TLC aired Extreme Couponing, shoppers are still deal-hunting — the methods have just changed.

  • An employee aids a customer in attaching a tag to their luggage.
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    Scott Olson via Getty Images
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    United’s chief customer officer to retire

    Linda Jojo plans to retire in January. David Kinzelman will assume the role on Oct. 1.

  • Three individuals on stage sitting on chairs talking to each other. Background is a white screen that reads "IAB Connected Commerce Summit."
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    Peyton Bigora/CX Dive
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    How Kroger is using standardized metrics to boost its retail media network

    During a conference panel, the grocer shared how IAB’s guidelines have improved accountability as the chain looks to release its own updated measurement model.

  • People enter a McDonald's restaurant that has posters on the windows advertising meal deals.
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    Mario Tama via Getty Images
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    Deep Dive

    Why consumers, not restaurants, are dictating value

    Guests with tighter budgets are seeking out more affordable options, and restaurants — desperate for their dollars — are responding with a battle for the best value offer. 

  • A woman presents her business plan in front of colleagues
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    pixdeluxe via Getty Images
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    Why customer success is central to growth

    More than ever, delivering on customer success hinges on understanding the goals and challenges of customers. 

  • A FedEx delivery truck is seen on August 07, 2019 in Fort Lauderdale, Florida.
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    Joe Raedle/Getty Images via Getty Images
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    FedEx confident shippers will accept pricier holiday fees

    Customers understand the shorter period between Black Friday and Christmas will pressure the carrier's network, Chief Customer Officer Brie Carere said.

  • A person holds a smartphone in front of three people sitting at a table in a cafe.
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    Scott Olson via Getty Images
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    7 ways reviews can help — or hinder — customer experience

    Reviews help businesses build trust with customers and grow their confidence in purchases, but a poor user experience or fake reviews only lead to frustration.

  • The exterior of an Olive Garden restaurant
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    Scott Olson / Staff via Getty Images
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    Darden Restaurants turns to dining speed to improve sales

    The company will boost throughput and adjust scheduling to improve in-store dining experiences as it adds more order volume from its delivery partnership with Uber.

  • A woman holds a smartphone with the White Castle loyalty program prominently displayed
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    Courtesy of White Castle
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    White Castle pivots to gamified, tiered rewards

    The slider chain is looking to encourage specific consumer behaviors, like late-night visits or trialing new menu items, with “quests” across three loyalty levels.

  • OpenAI CEO Sam Altman on stage at a T-Mobile event.
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    Courtesy of T-Mobile
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    T-Mobile, OpenAI to equip customer care agents with AI platform

    The IntentCX platform will dig through existing information, as well as real-time customer intent data, to power better customer service outcomes.