The Latest

  • An individual interacts with an AI chatbot on a computer screen.
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    Laurence Dutton via Getty Images
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    CX vendors say contact centers are getting a return on AI chatbot investments

    Sprinklr and Verint pointed to examples from retail, banking and healthcare that show improved results from contact center AI.

  • 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’s UX revamp helps power new customer growth

    The retailer is making it easier for new customers to rent their first garment through faster page loading, improved product detail pages and simpler checkout. 

  • A man stands at a podium in front of a sign that reads, "Standing up for airline passengers."
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    Win McNamee via Getty Images
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    4 airlines face federal probe over loyalty program practices

    The Department of Transportation ordered American, Delta, Southwest and United to provide records of their rewards program policies and practices.

  • Three phones show people in dresses
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    Courtesy of Google
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    Google Shopping launches virtual dress try-ons in the US

    The generative AI-enabled feature is part of a larger effort to enhance the search engine’s ability to help shoppers buy apparel online.

  • A sporting goods storefront against a bright blue sky
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    Daphne Howland/CX Dive
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    Dick’s keeps expanding its experiential store footprint to fuel sales growth

    The sporting goods retailer credited its House of Sport and Field House stores and improved online and associate experience for its solid earnings.

  • Two women with suitcases check in with a female employee at a hotel front desk.
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    FG Trade Latin via Getty Images
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    Guest satisfaction up at hotels run by third-party management: J.D. Power

    Davidson Hospitality Group had the highest satisfaction scores of other large hospitality management companies, outperforming independently operated ones.

  • Attendees visit the Google booth at CES 2023 at the Las Vegas Convention Center on January 06, 2023 in Las Vegas, Nevada.
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    Alex Wong / Staff via Getty Images
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    Lawsuit alleges Google violated California privacy laws recording Home Depot customer service calls

    The class action suit alleges Google violated California law by recording and analyzing customers' calls to Home Depot customer service without prior authorization.

  • An employee wearing a headset sits at a workstation while using a computer.
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    alvarez via Getty Images
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    5 trends shaping the future of customer service

    The call center landscape is shifting. Generative AI, budget considerations, and employee experience initiatives will all shape the future of customer service.

  • Header image for "Opportunities and Obstacles for 2022"
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    The Good Brigade
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    Search drives customers to brands, reviews maintain trust

    Customers often begin their online journeys with a search engine, but reviews are the leading source of trust, a Yext survey found.

  • A photo of a concession stand in a sports arena. It includes bankds of coolers and several gates for entry and exit. Signs on a call in front and the wall above the coolers all say "Fly Thru Market."
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    Permission granted by Amazon
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    Amazon tech automating 10 new campus c-stores

    The company said it expects to put its technology in more stores in 2024 than in any previous year.

  • Pedestrians enter a storefront.
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    Ethan Swope via Getty Images
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    Birkenstock program members spend 25% more than other consumers

    The footwear company is looking to expand its brick-and-mortar footprint and grow its online membership to create lifelong customers.

    Updated Sept. 5, 2024
  • The outside of a Best Buy store.
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    Bruce Bennett / Staff via Getty Images
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    Is customer experience Best Buy’s key to sales growth?

    The company is investing in initiatives to improve mobile app personalization and revamp merchandise presentations as it aims for sales growth.

  • Perfect Corp. YouCam
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    Courtesy of Perfect Corp.
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    Virtual try-on offers more sales: Perfect Corp.

    The report found that 38.4% of respondents identified virtual fitting rooms and try-ons as the most effective use case of AI and AR tech.

  • Products are displayed at a Bath & Body Works store on June 12, 2024 in Hayward, California.
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    Justin Sullivan via Getty Images
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    Bath & Body Works to launch generative AI fragrance finder

    The retailer plans to leverage large language models and data to increase customer traffic and sales over time. 

  • A person pushing a cart with cleaning supplies down a hall
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    freemixer via Getty Images
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    Hospitality industry faces increased pressure over worker burnout, outdated training

    More than half of front-line hospitality managers told Axonify their company doesn’t offer training to help well-being, engagement or motivation.

  • The outside of an Office Depot store.
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    Joe Raedle / Staff via Getty Images
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    Office Depot parent company rolls out generative AI assistant to 900 stores

    ODP Corporation, which also operates OfficeMax, introduced the ODP Personal Assistant to enable associates to spend more time helping customers.

  • AI chat prompt
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    Tero Vesalainen via Getty Images
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    Business satisfaction with AI, automation solutions and services languishes

    The gap in customer satisfaction scores stems from a disconnect between technology expectations and reality, ISG found.

  • Rohit Chopra, Director of the Consumer Financial Protection Bureau, giving a speech in an auditorium.
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    Anna Moneymaker via Getty Images
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    CFPB chides retailers on fees for cash back

    The federal agency surveyed major retailers and was concerned to find three of them impose $90 million in fees annually when consumers ask for cash back with a debit or prepaid card purchase.

  • The Salesforce logo is seen at Salesforce Tower on December 1, 2020 in San Francisco, California.
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    Stephen Lam via Getty Images
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    Salesforce bets on generative AI agents as the future of customer service

    The Agentforce platform, which will publicly launch in October, has found success among early adopters, CEO Marc Benioff said.

  • A cardboard box, pair of sneakers, sweater, shirts and jeans.
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    Courtesy of Stitch Fix
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    At Stitch Fix, stylists move into the spotlight

    In its quest to stem sales declines, the apparel box retailer has overhauled its customer experience model.

  • People walk past a sign for the Internal Revenue Service.
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    Chip Somodevilla via Getty Images
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    What brands can learn from government CX initiatives

    Customer experience has become a focal point for many government agencies, offering takeaways for brands looking to prioritize trust.

  • A Nordstrom Rack store in Seattle, across the street from the flagship Nordstrom store.
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    Daphne Howland/CX Dive
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    Nordstrom credits faster supply chain operations for improved CX

    The retailer credited improved availability of popular products, better e-commerce search and discovery, and faster in-store service for sales growth.

  • A stock trader with hand on chin in the bottom left looks up at market screens with out of focus TVs showing the S&P 500.
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    Scott Olson/Getty via Getty Images
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    CX pays. Just look at the stock market.

    The companies that provide the best CX outperform the average S&P 500 return, according to a Watermark Consulting study.

  • Mobile shopping.
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    Retrieved from Piqsels.
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    Mobile shopping forecast to drive over half of online holiday sales: report

    With more people shopping on mobile devices, a “tipping point” with consumer behavior is on the horizon, according to Adobe Analytics.

  • An Outback Steakhouse restaurant on a cold day.
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    Scott Olson via Getty Images
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    Bloomin’ Brands turns to Delta executive to lead the company amid CX push

    Delta COO Mike Spanos can apply his customer experience expertise to help turn around sales at the restaurant company’s struggling brands.