The Latest

  • Dark clouds over a store entrance. A brick-red exterior wall with a "Kohl's" sign.
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    Daphne Howland/CX Dive
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    Kohl’s turns to simpler, reliable experiences to improve its fortunes

    Complex coupons, poor cross-channel experiences and the elimination of jewelry spaces have weighed on the retailer’s core experience — and sales.

  • A traveler walks by check-in at Southwest with a bag.
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    Scott Olson via Getty Images
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    Southwest ditches two free checked bags policy

    The airline said it would also make it harder to earn Rapid Rewards points, set expiration dates on flight credits, and eliminate free changes on basic fares.

  • Apparel is displayed inside a Dick's Sporting Goods store.
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    Justin Sullivan via Getty Images
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    How Dick’s Sporting Goods is mastering the omnichannel game

    The retailer has found success by shifting from a speed-at-all-costs strategy to one that prioritizes predictability for customers.

  • A person pushes a rolling suitcase through a busy airport.
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    Spencer Platt via Getty Images
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    Top airports create environment ‘where passengers feel valued’

    As customer expectations continue to rise, airports are under pressure to innovate and enhance their offerings.

  • A close up of a payment terminal next to a white self checkout bin with paper bags hanging.
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    SolStock via Getty Images
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    Retailers are pushing payment modernization as customers ask for more

    A KPMG survey found that a majority of retailers plan to keep updating their payment programs to keep up with consumer tech demands.

  • A department store building on a city corner, with people and cars.
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    Daphne Howland/CX Dive
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    Macy’s revamped stores shine as it sheds underperforming locations

    The retailer’s reimagined stores illustrate that “when we invest in the customer experience, we can grow sales,” CEO Tony Spring said during an earnings call.

  • A person walks into a women's bathroom.
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    goldhafen via Getty Images
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    Gross bathroom? It can cost your customer experience

    Dirty restrooms, out-of-stock paper towels, and stalls with gaps can flush away an otherwise positive customer experience and send sales down the toilet.

  • A suite of tech with Amazon Alexa+
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    Courtesy of Amazon
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    Amazon adds new grocery tools to Alexa

    Alexa+ can order groceries from Amazon Fresh and Whole Foods Market, track purchase history, and remember recipes and dietary preferences.

  • Billowy clouds in a blue sky above a storefront.
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    Daphne Howland/CX Dive
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    Best Buy prioritizes omnichannel experience, returns to sales growth

    The electronics retailer credited investments in personalization, stores and personnel for better-than-expected sales growth in its latest quarter.

  • A person holding a shopping cart stands in front of a row of refrigerators stocked with food at a grocery store.
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    Michael M. Santiago via Getty Images
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    Tariffs are spooking consumers

    As the tariffs take effect and inflation looms, businesses are working to retain consumers who are looking to cut back.

  • A person in a grocery store putting items in a smart cart.
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    Courtesy of Instacart
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    Instacart steps up AI deployments

    The grocery technology company aims to use AI to improve shelf scanning, with plans to test the capability on videos taken by workers and from its Caper Carts.

  • A man looks at his phone while repairing a sink.
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    Nikola Stojadinovic via Getty Images
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    Lowe’s, Home Depot bring advice online with AI-powered tools

    Both of the home improvement retailers released tools this week that seek to offer shoppers the level of guidance they would receive in-store while browsing online.

  • A business meeting being held in a company boardroom.
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    jacoblund via Getty Images
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    Opinion

    The risks of generative AI in CX — and how to overcome them

    Implementing customer-facing generative AI poses challenges, from the potential degradation of customer experience to unexpected costs.

  • A woman makes a phone call while sitting at a table and gesturing
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    sinceLF via Getty Images
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    Consumers say it’s harder to interact with businesses

    Customers say companies are more interested in technological investments that improve profits rather than their experience, a Pegasystems survey found.

  • DSW store
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    Retrieved from DSW on February 26, 2025
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    How DSW’s CMO is overhauling the brand for a new age of retail

    Sarah Crockett detailed her approach to rehabilitating the brand while keeping its most loyal customers.

  • An evening shot of a building with white and red coloring and signage that says "Portillo's."
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    Courtesy of Portillo's
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    Portillo’s launches loyalty without an app

    The hot dog chain hopes its loyalty program, based in digital wallets, can offer personalized options for guests and businesses without causing app fatigue.

  • A Target storefront with the company's signature red color scheme and bullseye logo
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    Courtesy of Target
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    Target aims to triple its paid loyalty program membership in three years

    The company added 13 million members to its loyalty programs in 2024. It plans to enhance its paid program with monthly gifts and exclusive deals to help it grow.

  • Target shopping carts outside of the store
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    Scott Olson via Getty Images
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    Target puts reliability at the forefront of its CX strategy

    Leaders cited consistently fast checkout and high in-stock rates among their goals for the in-store experience.

  • A front desk staffer answers the phone.
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    DragonImages via Getty Images
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    Hotel Tech-in: The AI agent fielding front desk calls

    Canary Technologies’ AI Voice platform can answer guest calls, reply to questions and make or cancel bookings.

  • A Klarna sign at a Charlotte Premium Outlets mall in Charlotte, N.C. on March 26, 2022.
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    Caitlin Mullen/CX Dive, data courtesy of Industry Dive employee Caitlin Mullen
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    Gen Z used BNPL more than credit cards over holidays, survey finds

    It was the first J.D. Power survey to show that BNPL overtook credit card use among that demographic.

  • A woman browses jewelry on her tablet.
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    grinvalds via Getty Images
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    Luxury shoppers embrace AI, but remain wary of sharing personal information

    Two-thirds of luxury fashion customers use AI when they browse online, but are cautious about the details they provide, according to a Saks Global survey.

  • A Bath and Body Works storefront
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    Cara Salpini/CX Dive
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    Bath & Body Works’ loyalty shines as it aims for a return to sales growth

    Loyalty, marketing and technology are central to the specialty retailer’s plan to boost sales.

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    Mario Tama via Getty Images
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    Consumer spending falls, highlighting fading confidence

    Two closely tracked gauges of consumer confidence slid in February, pushed down by concerns about import duties enacted by the Trump administration.

  • Exterior of a Warby Parker store in Washington, D.C.'s Georgetown neighborhood
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    Caroline Jansen/CX Dive
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    Warby Parker pushes CX investments in-store and online

    The eyeglasses retailer is rolling out an AI-powered recommendation engine and helping associates train to become opticians.

  • Pedestrians pass by a Bank of America branch.
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    Spencer Platt via Getty Images
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    Bank of America’s consistently convenient experiences boost digital engagement

    The bank surpassed 26 billion digital interactions last year, including 676 million interactions with its AI-powered assistant Erica.