The Latest

  • Worried man sitting on a couch looks at a laptop.
    Image attribution tooltip
    Kosamtu via Getty Images
    Image attribution tooltip

    Slow website? It’ll cost you.

    Three-quarters of consumers have simply abandoned a cart because of a slow website, Liquid Web found.

  • The outside of a Lowe's store
    Image attribution tooltip
    Spencer Platt/Getty Images via Getty Images
    Image attribution tooltip

    Lowe’s puts tech first in its 2025 CX plans

    The home improvement retailer plans to revamp its loyalty program for contractors and expand the use of AI to grow its market share.

  • Closeup of a storefront sign.
    Image attribution tooltip
    Daphne Howland/CX Dive
    Image attribution tooltip

    Target launches generative AI gift finder

    The Bullseye Gift Finder debuted with a focus on toys and provides shoppers with personalized product recommendations. 

  • Screenshot of an alcohol ordering site.
    Image attribution tooltip
    Retrieved from Vine & Cellar on December 10, 2024
    Image attribution tooltip

    Albertsons serves up AI-driven personalization for alcohol and food

    In California, the grocer’s direct-to-consumer wine shipping platform is now using Preferabli’s product discovery and recommendation software.

  • the top corner of a Rent the Runway store is seen from outside on a sunny day.
    Image attribution tooltip
    Michael M. Santiago via Getty Images
    Image attribution tooltip

    Rent the Runway improves customer onboarding to drive loyalty, engagement

    Style appointments and a relaxed replacement policy for new subscribers are among the CX upgrades the retailer rolled out in pursuit of growth.

  • A customer on the phone with holiday lights in the background.
    Image attribution tooltip
    fotostorm via Getty Images
    Image attribution tooltip

    How to perfect customer service for holiday-stressed customers

    Customers are sensitive to bad service during the holiday season, but resolving issues on first contact can help earn long-term loyalty.

  • Call center agents handle customer service at desks
    Image attribution tooltip
    Jacob Wackerhausen via Getty Images
    Image attribution tooltip

    Why wait times and first call resolution are key to customer loyalty

    Customers are more satisfied with their contact center interactions, but bad experiences can risk their loyalty, Qualtrics XM Institute found.

  • Best Buy expands delivery options.
    Image attribution tooltip
    Courtesy of Best Buy
    Image attribution tooltip

    Best Buy launches scheduled parcel delivery

    The capability, live in several U.S. markets, allows customers to schedule a two-hour delivery window up to a week in advance.

  • People stand in front of a screen showing flight arrivals and departures.
    Image attribution tooltip
    Roberto Schmidt via Getty Images
    Image attribution tooltip

    DOT proposal would make airlines pay customers for canceled flights

    The agency is considering requiring airlines to pay customers at least $200 for trip delays.

  • The exterior of a Citizens Bank is pictured.
    Image attribution tooltip
    Kate Tornone/CX Dive
    Image attribution tooltip

    Citizens tweaks features, eyeing deeper ties to customers

    Recent upgrades to the bank’s digital experience are aimed at fueling primacy with clients, a Citizens executive said.

  • The outside of a standalone Ulta Beauty store.
    Image attribution tooltip
    patty_c via Getty Images
    Image attribution tooltip

    Ulta Beauty’s loyalty program hits 44.4M members

    Loyalty member growth, improved digital CX and in-store events aided growth at the beauty retailer, CEO Dave Kimbell said.

  • People wait in line with baggage at the Delta Airlines check-in counter.
    Image attribution tooltip
    David Dee Delgado via Getty Images
    Image attribution tooltip

    Senators press airline executives over ‘junk fees’

    Executives faced a grilling after a Senate subcommittee report found that five airlines pocketed $12.4 billion in seat fees over a five-year period.

  • The Chewy.com website.
    Image attribution tooltip
    Joe Raedle / Staff via Getty Images
    Image attribution tooltip

    Chewy returns to member growth with better site experiences

    A more convenient in-app experience and positive responses to veterinary clinics helped drive customer growth at the pet goods retailer.

  • A store interior with white tile, red accents and pickup cabinets.
    Image attribution tooltip
    Courtesy of Pizza Hut
    Image attribution tooltip

    Pizza Hut tests new US store design

    The Yum Brands chain hopes self-service kiosks and other new features will drive more transactions and in-store traffic.

  • The outside of a Foot Locker store
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    Foot Locker’s loyalty revamp shows early signs of success

    The footwear company’s overhauled loyalty program and mobile app contributed to more digital purchases even as overall sales declined.

  • People with luggage enter an airport below a Frontier sign.
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    Frontier adds first-class seats, bucking low-cost reputation

    The airline is the latest to offer more premium services in response to demand from customers.

  • Person sits on a couch shopping on an iPad next to a Christmas tree.
    Image attribution tooltip
    Anchiy via Getty Images
    Image attribution tooltip

    Nearly 75% of baby boomers plan to use pay-later services this holiday season

    Consumers in that generation are often on fixed incomes and mindful of avoiding high-interest credit card debt, according to Splitit CEO Nandan Sheth.

  • The exterior of the USAA headquarters building is shown.
    Image attribution tooltip
    Courtesy of USAA
    Image attribution tooltip

    USAA tops KPMG’s list for best customer experience

    H-E-B and Patagonia also rose to the top of the list for excelling at meeting customer needs and demonstrating a deep commitment to the communities they serve, according to KPMG.

  • Shoppers arrive at a Best Buy store on Black Friday.
    Image attribution tooltip
    Kamil Krzaczynski / Stringer via Getty Images
    Image attribution tooltip

    Best Buy makes inspiring customer curiosity a priority for the holidays

    The retailer introduced AI-powered product discovery, a virtual assistant and a real-time delivery tracker.

  • Bartender prepares Aperol Spritz signature cocktails.
    Image attribution tooltip
    Rodin Eckenroth/Getty Images for Frankies 457 via Getty Images
    Image attribution tooltip

    How Campari adapts to market trends to shape holiday experiences

    The company’s vice president of marketing for America dishes on an expansive holiday strategy encompassing brands like Aperol and Grand Marnier.

  • The words "accelerating growth" appear in white text on a blue background of flowing, wave-like designs, accompanied by the Informa TechTarget logo and company name.
    Image attribution tooltip

    Informa TechTarget

    Image attribution tooltip

    Note from the Editor-in-Chief

    A change in ownership and what it means for our readers.

  • People are seen shopping outside during Black Friday.
    Image attribution tooltip
    David Dee Delgado / Stringer via Getty Images
    Image attribution tooltip

    Black Friday, slower in 2024, still has plenty of CX lessons to share

    In-store traffic was down compared to last year, but businesses’ Black Friday performance can still help retailers fine-tune CX for the rest of the year.

  • An SUV with an Uber sticker waits for a customer on a busy street.
    Image attribution tooltip
    Spencer Platt via Getty Images
    Image attribution tooltip

    FTC questions Uber’s subscription practices

    The ride-hailing company defended its Uber One cancellation process and said it would answer the Federal Trade Commission’s questions about its cancellation policies.

  • A person in an apparel store can be seen through a Black Friday sign in a store window.
    Image attribution tooltip
    Kena Betancur via Getty Images
    Image attribution tooltip

    Winners and losers of Black Friday 2024

    With deals spread out and e-commerce surging even on Thanksgiving Day, the red-letter event seems to be losing its punch.

  • A shopper holds multiple shopping bags.
    Image attribution tooltip
    Leon Neal via Getty Images
    Image attribution tooltip

    Loyalty program partnerships are gaining popularity. Here’s why.

    Coalition loyalty programs can help brands access new markets, cross promote and increase brand exposure. But implementation is challenging.