The Latest

  • A store associate helps a customer in a hardware store
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    andresr via Getty Images
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    Happy customers pay more for service, survey finds

    Though respondents were complimentary of their recent experiences, a NICE survey found most people are not happy with the service they receive overall.

  • A woman returns an item to an sporting goods store
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    RossHelen via Getty Images
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    Most shoppers want human interactions when making returns, survey finds

    A majority of consumers say interacting with other people during the return and refund process is extremely important, EY found.

  • Five people sitting at a table with coffee and computers. Two of the people in focus, the other three have their backs toward the camera.
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    Piranka via Getty Images
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    Does your company need a customer advisory board?

    If managed well, CABs provide a direct connection to customers for valuable feedback and can serve as a forum for testing product ideas and offerings.

  • People mill around an Apple store at location in Maryland.
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    Chip Somodevilla via Getty Images
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    Apple to drop BNPL option in US

    The tech giant said it will discontinue its buy now, pay later service and shift to offering consumers alternative payment options.

  • A call center manager assists her team.
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    Wavebreakmedia via Getty Images
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    Generative AI is changing the role of agents. How can managers adapt?

    Agents taking on complex work can use additional support, and it’s up to leaders to monitor for burnout and help workers see the impact of their efforts.

  • An image of a sign post with yellow print that says drive-thru
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    Joe Raedle via Getty Images
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    McDonald’s ends IBM drive-thru voice order test

    The fast food chain still sees a future for automated order taking at the drive-thru and expects to make a decision about the tech by year’s end.

  • Walmart on mobile and desktop
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    Courtesy of Walmart
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    Walmart opens access to off-site customer journey insights for suppliers

    With Digital Landscapes, Walmart is looking to help suppliers answer questions about customer journeys beyond the retailer’s website and app.

  • A glass building with a square roundabout with trees in the center.
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    Courtesy of Pegasystems
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    How Pegasystems overhauled customer support using its generative AI tool

    Implementing "Support Buddy" has helped the company see a 65% reduction in tickets that customer support teams have to address, CIO David Vidoni said. 

  • The show floor at Customer Contact Week 2024.
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    Bryan Wassel/CX Dive
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    5 considerations for how contact center agents fit into an AI future

    Call center experts and leaders at Customer Contact Week 2024 examined how generative AI is changing the nature of agents’ work.

  • The main stage at Customer Contact Week 2024.
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    Bryan Wassel/CX Dive
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    When it comes to generative AI, rollouts need planning — and patience

    “It’s about using the right tools in the right place for the right part of the workflow,” said US Radiology Specialists’ Enda Murphy.

  • Guests play arcade games at Dave & Buster's.
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    Mark Davis via Getty Images
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    Dave & Buster’s sees customer satisfaction growth despite higher game prices

    Guest satisfaction scores are at historical highs, and CEO Chris Morris believes there is room to increase game prices without taking a hit.

  • Cucumbers in a grocery store
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    Sam Silverstein/CX Dive
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    How pricing intersects with CX

    Not all businesses consider pricing a function of customer experience. But one typically impacts the other.

  • Aldi in Florida
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    Thai Phi Le/CX Dive
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    Discounters are winning as shoppers demand high quality and low prices: report

    Chains like Aldi and Walmart are gaining ground with shoppers by stepping up their focus on fresh food and convenience, Boston Consulting Group found.

  • The outside of a Verizon store as people walk by.
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    Courtesy of Verizon
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    A look at Verizon’s individualized approach to customer experiences

    Our strategy is “not about the larger Verizon — it’s about the individual customer and the individual interaction,” CCXO Brian Higgins told CX Dive.

  • Image of glowing AI letters in the foreground with a circuit board in the background.
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    KanawatTH via Getty Images
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    Most top CX teams have already invested in AI, survey finds

    The most advanced CX teams have implemented AI solutions, but there's no need to rush adoption, one expert said.

  • Speakers on stage at Customer Contact Week 2024
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    Bryan Wassel/CX Dive
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    EBay looks beyond transactions to deliver personalized customer service

    “Once I know who you are, what you need help with, I can figure out what the best experience is going to be for you,” eBay’s Dan Leiva said.

  • A person in a blue vest in a store
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    Courtesy of Walmart
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    Walmart to bring electronic shelf labels to thousands of stores

    The retailer expects to deploy the technology to 2,300 locations by 2026 in a bid to improve efficiency and customer service.

  • A person holding a cell phone with both hands.
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    Delmaine Donson via Getty Images
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    Inclusive language can improve the employee experience, report finds

    Organizations that don’t prioritize inclusive language in their communications send the message that they don’t prioritize belonging, McLean & Co. said.

  • Walmart's generative AI shopping assistant on a phone
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    Courtesy of Walmart
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    Walmart tests in-app generative AI shopping assistant

    The tool will let shoppers narrow their searches using natural language queries, helping them dig through complicated product categories for the right item.

  • Items are locked behind cabinets in a Walgreens aisle
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    Justin Sullivan via Getty Images
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    How retailers can fight theft without hurting customer experience

    Locked cases drive potential customers to online alternatives. Helpful associates assist customers while inconveniencing crooks.

  • A Bath and Body Works storefront
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    Cara Salpini/CX Dive
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    Bath & Body Works loyalty members drove 80% of US sales

    Satisfaction is up, too, with the loyalty program boasting a 93% satisfaction rating, according to a recent earnings report.

  • Instacart shopper buying alcohol
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    Courtesy of Instacart
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    Q&A

    How smaller grocers can go big on loyalty

    Digital coupons alone aren’t enough for independent retailers to stand out, said Bill Gray, president of Givex Rewards. “They need to have that extra layer of panache, that extra layer of touch.”

  • 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 looks to members to bolster private label offerings

    In a new initiative, the Walmart-owned club retailer is enlisting the help of 50,000 shoppers to help co-create products for its Member’s Mark line. 

  • Four people sit in chairs on a stage.
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    Bryan Wassel/CX Dive
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    How engaged employees can become evangelists for new tech rollouts

    Frontline teams can serve as proponents of new technology, helping increase adoption across the enterprise, according to PNC’s Pete Wheelhouse.

  • The Microsoft logo is displayed outside the Microsoft Technology Center near Times Square.
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    Drew Angerer / Staff via Getty Images
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    Microsoft enters contact center market with generative AI assistant

    The Dynamics 365 Contact Center Copilot is a step into an established vendor marketplace that includes AWS, NICE and Genesys.