The Latest

  • 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.

  • People stand in front of kiosks by a McDonald's
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    hapabapa via Getty Images
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    Tillster: 61% of users want more restaurant kiosks

    Diners are becoming more comfortable with kiosks since they can review their orders for accuracy, per a report.

  • A Rent the Runway sign is pictured.
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    Michael M. Santiago/Getty Images via Getty Images
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    Rent the Runway rethinks customer service approach

    Shifting to more proactive service, the team now spends 14% of its time calling customers to build loyalty, according to CEO Jennifer Hyman.

  • A bored customer with their credit card on a computer.
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    valentinrussanov via Getty Images
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    Online shopping brings convenience but lacks joy

    Brands have many ways to make e-commerce more exciting, but they should avoid adding fluff, according to Info-Tech Research Group’s Julie Geller.

  • Consumers browse a display of iphones at an Apple store.
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    Michael M. Santiago via Getty Images
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    JPMorgan Chase, Wells Fargo: US consumers remain resilient

    Even as consumer sentiment plunges, spending data shows resilience, JPMorgan Chase says.

  • A customer uses their phone on the couch.
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    ChayTee via Getty Images
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    Deep Dive

    How third-party conversational AI could upend customer service

    Experts expect conversational assistants to take on the burden of making customer service queries for customers, but this creates new challenges for CX leaders.

  • Shoppers look through a store closing sale at Macy's.
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    Cara Salpini/CX Dive
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    Consumer sentiment plummets, inflation expectations soar amid trade war

    “There’s been a sharp decline in consumer sentiment, and business sentiment measures have weakened too,” New York Federal Reserve Bank President John Williams 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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    Consumers say product discovery is key to better shopping experiences, survey finds

    Smart page layouts and product summaries are just some of the steps that can help improve the discovery process.

  • A JCPenney ad in Times Square
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    Permission granted by JCPenney
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    How JCPenney’s new brand positioning is subverting consumer expectations

    Out-of-home ads that feature QR codes but not labels want consumers asking “It’s from where?” as the retailer pushes to modernize and promote value. 

  • A glum woman looks at her computer
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    AntonioGuillem via Getty Images
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    Customers want easier search experiences

    Brands that fail to offer seamless discovery experiences may cause customer frustration and dissatisfaction, Gartner’s Noam Dorros said.

  • Etsy screenshots of its AI browseable tool
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    Courtesy of Etsy
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    Etsy marries AI and human touch with curated collections

    The feature builds on the marketplace's holiday gift recommendation tool. But Chief Product Officer Nick Daniel says the company is "just scratching the surface" with AI.

  • Amazon CEO Andy Jassy speaks during a keynote address at AWS re:Invent 2024, a conference hosted by Amazon Web Services, at The Venetian Las Vegas on December 3, 2024 in Las Vegas, Nevada.
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    Noah Berger / Stringer via Getty Images
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    Amazon CEO: Generative AI will ‘reinvent virtually every customer experience’

    The company is building more than 1,000 generative AI applications across the business to improve CX, Andy Jassy said.

  • A sign features Delta's Sky Priority.
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    Mario Tama via Getty Images
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    Delta says premium and loyalty provide resilience as the economy quakes

    The airline pulled its full-year financial guidance, citing broad macro uncertainty. Even so, premium remains a strong point.

  • Google Cloud logo
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    Alexander Koerner / Stringer via Getty Images
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    Google Cloud touts new AI tools to simplify marketing, customer experience

    At Google Cloud’s Next ‘25 conference, the tech giant will lay out innovations that speak to how brands and agencies can use artificial intelligence.

  • Interior of a store.
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    Permission granted by Sam's Club
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    Investments in convenience pay off for Sam’s Club

    The warehouse club will remodel its entire store fleet, with upgrades based on its store of the future concept, and improve digital personalization.

  • A customer walks by a Pride Month merchandise display at a Target store on May 31, 2023 in San Francisco,
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    Justin Sullivan/Getty Images via Getty Images
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    How broken governance promises hurt trust — and the bottom line

    Companies face intense legal and political pressure to break environmental and social promises, but it takes far longer to rebuild consumer trust than it does to break it, experts say.

  • Close up of ice cream containers in freezers.
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    Catherine Douglas Moran/CX Dive
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    Tariffs are the latest test of beleaguered US consumers

    Before the expansive levies were announced, spending power was already weakened by high prices and rising debt, among other forces, analysts say.

  • The prize center inside a Dave & Buster's restaurant
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    Michael Loccisano/FilmMagic via Getty Images
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    Dave & Buster’s overhauls its remodel strategy as sales continue to fall

    The restaurant chain still wants to offer unique experiences — but leaders are aiming for higher returns on investment.

  • People walk through Times Square.
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    Michael M. Santiago via Getty Images
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    Tariffs alarm consumers. Can CX help companies maintain loyalty?

    As markets plummet and prices rise, consumers are seeking cheaper alternatives. Now, CX leaders will play an even bigger role in fostering loyalty.

  • A hand holds a smartphone with the screen showing different rewards available from Sweetgreen's rewards program.
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    Permission granted by Sweetgreen
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    Sweetgreen abandons tiered loyalty for points-based program

    Executives previously predicted the loyalty program would be a traffic driver, as the salad chain faces a competitive fast casual environment.

  • The outside of an Amazon facility.
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    hapabapa via Getty Images
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    Amazon pilots AI app feature that can buy items from third-party sites

    Buy for Me can purchase eligible products from third-party sites without customers leaving the Amazon Shopping app.