The Latest

  • A man sits in front of a computer with a hand on his head.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Customer complaints are at a record high

    Consumers see higher prices and reduced customer support in a time of record corporate profits, and it’s weighing on their satisfaction, ACSI finds.

  • A man in a office with a headset on a conference call
    Image attribution tooltip
    Permission granted by Zoom
    Image attribution tooltip
    Sponsored by Zoom

    Beyond the bot: How AI-powered workforce engagement is redefining the contact center

    AI turns contact centers from bot deflectors into resolution machines — smarter agents, better outcomes.

  • Customers check in for Southwest flights with their bags.
    Image attribution tooltip
    Michael Ciaglo via Getty Images
    Image attribution tooltip

    The secret behind Southwest Airlines’ rapid loyalty program growth

    The combination of transactional, value-oriented benefits alongside the soft touch and experience creates "magic," VP of Rapid Rewards Nandika Suri said. "That’s where you really help to build that deeper emotional connection."

  • A person holds a smartphone with an AI chatbot app on its screen.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Only one-quarter of AI customer service use cases produce ROI

    Customer service teams are increasing investments in the technology even as economic value remains elusive, Gartner finds. 

  • A smartphone-sized black device with the words AI agent inscribed in blue, red and pink.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    AI adoption in CX is accelerating, but few projects produce value

    While 70% of CX practitioners say their organization has adopted AI in CX, only a fraction are seeing a return on investment, Forethought AI Agents by Zendesk’s Antoine Nasr said.

  • Screenshot of a grocer's website.
    Image attribution tooltip
    Retrieved from Schnuck Markets on August 13, 2026
    Image attribution tooltip

    Schnucks beefs up its digital tools for shoppers

    The grocer’s customers can now use an AI tool on the app and website as well clip digital coupons directly from its revamped, interactive weekly ad.

  • People walk in front of a Coach outlet store.
    Image attribution tooltip
    Laurel Deppen/CX Dive
    Image attribution tooltip

    Tapestry leverages customer insights to court Gen Z in Coach stores

    “One of the things we know is that Gen Z love being in the real world, and I want our stores to be as engaging as the product,” Coach CEO Todd Kahn said.

  • An image ofa brick Cava storefront
    Image attribution tooltip
    Courtesy of Cava
    Image attribution tooltip

    Cava credits CX investments for solid quarter amid quick-service restaurant traffic pullback

    Cava’s emphasis on its in-restaurant experience and revamped loyalty program helped it drive solid results despite the industrywide impact of a cyclosporiasis outbreak.

  • Exterior of a grocery store.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Giant Food cuts loyalty coupon friction with Savings Stations

    Shoppers can now load personalized offers and digital coupons directly onto their loyalty account and have them automatically applied at checkout.

  • Travelers check in at the airport.
    Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    American Airlines elevates chief customer officer to leadership team

    Heather Garboden's role is expanding to include reservations, contact centers, service recovery and catering, as the airline announced a series of leadership changes.

  • An image of a phone with apps including Etsy, Temu and Amazon.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Etsy pins growth hopes on personalization following mixed quarter

    The marketplace, which reported a net income loss and plans for layoffs, is still struggling with user growth and purchase frequency.

  • L.L. Bean flagship store in Freeport, Maine
    Image attribution tooltip
    Daphne Howland/CX Dive
    Image attribution tooltip

    L.L. Bean rolls out loyalty program with perks for a purpose

    Alongside points accrual, the program offers members the chance to vote on the direction of $250,000 of L.L. Bean’s charitable investments.

  • Target Retail Store Westfield
    Image attribution tooltip
    jetcityimage via Getty Images
    Image attribution tooltip

    Target taps Lowe’s executive as first chief AI officer

    For Chandhu Nair, collaboration will be essential as the retailer focuses on how technology can elevate user experience.

  • The buttons of the app Duolingo, surrounded by Dictionary, Vocabulary, Facebook on an iPhone screen.
    Image attribution tooltip
    stockcam via Getty Images
    Image attribution tooltip

    Duolingo’s user retention hits all-time high as app boosts stickiness

    The language learning app company expects higher daily average users to produce higher revenue, but it’s playing the long game.

  • An image of the sign for Allstate Insurance
    Image attribution tooltip
    Bruce Bennett/Getty via Getty Images
    Image attribution tooltip

    Allstate preps Allie platform to drive agentic strategy, enhance customer service

    Earlier this year, the company said AI was helping take customer service tasks off agents’ desks.

  • A view of a Wendy's restaurant on May 12, 2021 in Pinole, California.
    Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    Wendy’s new CEO pushes for experience consistency as part of turnaround

    The company hasn't "consistently delivered the experience customers expect from Wendy's," CEO Bob Wright said. To fix that problem, he is looking at operations.

  • 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.
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    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.,
    Image attribution tooltip
    Justin Sullivan / Staff via Getty Images
    Image attribution tooltip

    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.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    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.
    Image attribution tooltip
    Brandon Bell via Getty Images
    Image attribution tooltip

    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.
    Image attribution tooltip
    Courtesy of 7 Brew
    Image attribution tooltip

    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.
    Image attribution tooltip
    Drew Angerer via Getty Images
    Image attribution tooltip

    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
    Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    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.
    Image attribution tooltip
    Sean Gallup via Getty Images
    Image attribution tooltip

    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.
    Image attribution tooltip
    Courtesy of Sonos
    Image attribution tooltip

    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.
    Image attribution tooltip
    Courtesy of McDonald's
    Image attribution tooltip

    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.”