The Latest

  • Closeup of a person picking up tomatoes at a grocery store.
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    ZeynepKaya via Getty Images
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    Consumer confidence in January falls for the first time in 6 months

    The University of Michigan recorded a 10% year-on-year drop, and other data found sentiment hit a four-month low.

  • A closeup of an entryway that reads the Federal Trade Commission.
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    Stock via Getty Images
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    FTC to refund Fashion Nova customers $2.4M

    The agency accused the fast fashion company of suppressing negative consumer reviews.

  • Customers speak with employees in a store.
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    Brandon Bell via Getty Images
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    The customer experience outlook for 2025

    As generative AI capabilities improve and inflation worries compound, practitioners are challenged to improve their self-service tech and win customer loyalty.

  • An image of a Starbucks sign
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    Courtesy of Starbucks
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    Starbucks CEO zeroes in on ‘bringing order to mobile ordering’

    The company is tackling the bottleneck from online orders with an algorithm that will give in-person customers priority.

  • A Southwest Airlines employee assists a passenger.
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    Brandon Bell via Getty Images
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    Southwest customer experience changes improved revenue, CEO says

    The airlines’s transformation plan promised to modernize its customer experience to boost profits. Efforts are already paying off, according to CEO Bob Jordan.

  • Two screenshots on a mobile app showing home designs and paint color selections.
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    Courtesy of Joybird
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    Joybird brings home design tool to mobile devices

    Augmented reality lets users visualize furniture in their own home, while a Space Planner view allows shoppers to view and share room designs.

  • The Chewy.com website on a tablet.
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    Joe Raedle / Staff via Getty Images
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    Chewy holds the top spot as overall satisfaction with online retail declines

    The American Customer Satisfaction Index’s review of nearly 42,000 consumer surveys found two-thirds of online retailers saw satisfaction drop.

  • Business person addressing colleagues at a corporate business meeting
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    Portra via Getty Images
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    The challenges in proving the ROI of customer experience

    Demonstrating the value of customer experience can mean the difference between the practice growing its budget and headcount — or seeing cuts.

  • The outside of a Starbucks store
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    Spencer Platt via Getty Images
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    Starbucks invests in employees, order fulfillment to drive customer experience

    The company is rethinking its drink creation processes to speed up throughput, while investing in staff to help them create better experiences.

  • CVS storefront
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    Scott Olson via Getty Images
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    CVS launches app that lets shoppers access locked-up merchandise

    The company is testing the feature in a few stores to address a customer pain point that has come to the fore as retailers attempt to thwart thieves.

  • An image of a white building with yellow signage that says McDonald's
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    Mario Tama via Getty Images
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    McDonald’s marketing and experience chief departs

    Tariq Hassan will stay on to support the transition as Alyssa Buetikofer, CMO for the brand in Canada, returns to the U.S. business on Feb. 15.

  • The inside of Foot Locker's flagship in New York City.
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    Permission granted by Foot Locker
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    Foot Locker puts associates at the heart of its NYC flagship store’s experience

    The retailer’s 34th Street store in New York City makes associates, supported by mobile tools, central to the overall experience.

  • A person in a store places a cosmetic product into a shopping basket
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    FreshSplash via Getty Images
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    Gen Z still prefers in-person shopping

    The generation prioritizes buying beauty and luxury goods in person, placing a premium on the physical shopping experience, research from Adyen shows.

  • A person walks on a stage and gives a speech.
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    Permission granted by Forrester
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    Top customer experience conferences in 2025

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

    Updated Jan. 27, 2025
  • The outside of a Verizon store as people walk by.
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    Courtesy of Verizon
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    Verizon’s investments in AI-driven personalization help fuel growth

    The company will use its expertise in AI — honed through efforts like plan personalization — to help it create solutions for corporate clients, too.

  • An individual interacts with an AI chatbot on a computer screen.
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    Laurence Dutton via Getty Images
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    In CX, generative AI needs to walk before it can run

    Companies need to put the boring but essential parts of AI in place to drive deeper insights and prepare for more exciting applications of the technology.

  • Call center agent answering incoming calls with a headseat.
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    .shock via Getty Images
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    Why don’t more contact centers offer automatic callbacks?

    Automatic callbacks can improve customer satisfaction and lower costs, but some companies would rather avoid calls altogether.

  • An image of the inside of a Yogurtland with frozen yogurt stands in the back and white and purple chairs toward the front
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    Permission granted by Yogurtland
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    How Yogurtland’s shift to digital powered 3 years of growth

    After adding online ordering and remaking its loyalty program and app, the chain has had double-digit same-store sales growth and strong new unit expansion.

  • An American Airlines Boeing 737 Max 8 taxiing at the airport.
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    Joe Raedle via Getty Images
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    American Airlines boasts record loyalty enrollments in 2024

    The airline’s loyalty program members account for three-quarters of its premium cabin revenue, which was up 8% in Q4 2024. 

  • A Home Depot storefront with a blue sky and lawnmowers in front
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    Nate Delesline III/CX Dive
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    Home Depot expands on-demand delivery services with DoorDash, Uber Eats partnerships

    The move adds to the home improvement retailer’s delivery capabilities, which also include a tie-up with Instacart.

  • People check in at an Alaska kiosk.
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    Mario Tama via Getty Images
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    Alaska Air Group chases premium customers

    Despite beginning the year with one-third of its flights grounded, Alaska ended 2024 on a high note, reporting record revenue.

  • A basketball half court featured in Skechers first performance store.
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    Courtesy of Skechers
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    Skechers opens first performance flagship

    The store, located in Canada, features basketball and pickleball half-courts, as well as footwear for sports like golf and soccer.

  • Passengers check in for United Airlines flights at the airport
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    Scott Olson via Getty Images
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    United credits app enhancements for customer satisfaction boost

    The carrier integrated Apple AirTag data into its mobile app as well as the capability to reassign customers to their preferred seat.

  • The exterior of the Veterans Affairs Hospital in New York City.
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    Spencer Platt/Getty Images via Getty Images
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    Trump appoints chief veterans experience officer

    Lynda Davis is returning to a role she held during the first Trump administration.

  • A sign with the Cisco logo.
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    Justin Sullivan / Staff via Getty Images
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    How Cisco aims to understand customers’ needs better than they do

    Liz Centoni, EVP and chief customer experience officer at Cisco, prioritizes problem solving and innovation as the backbone of great CX.

    Updated Jan. 22, 2025