The Latest

  • An image of a brick building with red Chick-fil-A signage
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    Brandon Bell via Getty Images
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    Chick-fil-A leads in customer satisfaction for 11th straight year

    The ACSI 2025 report found challenger brands on the march, sector leaders on the defensive, and Starbucks showing surprising strength.

  • A customer uses a chatbot on their phone
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    NicoElNino via Getty Images
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    Consumers turn to AI for faster, natural language product searches

    Help finding products quickly was one of the top three responses from shoppers when asked what they expect from AI assistants, according to a Bloomreach survey.

  • Cigna's logo is seen on a door.
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    Julia Rendleman via Getty Images
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    Cigna launches new generative AI assistant for members

    The health insurer is trying to improve the customer experience by connecting them with an AI bot, but analyses show generative AI can make mistakes. 

  • A return of a Shein item leveraging UPS' Happy Returns occurs at a Forever 21 location.
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    Permission granted by Happy Returns
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    Free returns are often a deal breaker for consumers

    Nearly 9 in 10 consumers expect free returns as standard, according to a Rithum survey. 

  • Computer engineers review information on a screen
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    SeventyFour via Getty Images
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    Want to prepare for generative AI? Get your knowledge base up to par

    The future is uncertain, but investing in how information is presented to customers and web crawlers will give leaders a head start.

  • Close up of a a person holding a smartphone.
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    Justin Sullivan via Getty Images
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    Why RCS is gaining traction among business and consumers alike

    Rich communication services "is an app-like experience in the messaging channel,” said Brenda Fackler, VP of client services at Sinch. “It is a total game changer.”

  • A Shein store is pictured, with a rack of clothes on display.
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    Courtesy of Shein
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    Shein pushes consumers toward overconsumption, report says

    An EU consumer group said the fast fashion giant uses “dark patterns” to trigger unwilling spending.

  • A Starbucks worker in a green apron and a black shirt.
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    Courtesy of Starbucks
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    Starbucks cafes are getting more managers

    The cafe chain is launching a full-time assistant manager program, which will be systemwide in 2026, to fill a critical gap in store-level leadership.

  • Guests play arcade games at Dave & Buster's.
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    Mark Davis via Getty Images
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    Dave & Buster’s dials back some of its ‘confusing’ experience changes

    The restaurant company is reversing course on proposed changes, like flexible game pricing, with an eye toward simplification, according to CEO Kevin Sheehan.

  • Close up of Wayfair storefront.
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    Scott Olson via Getty Images
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    Wayfair owes customer service employees wages, suit alleges

    A proposed class action lawsuit alleges that the company failed to compensate its customer service employees for all the time they worked.

  • The Chewy.com website on a tablet.
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    Joe Raedle / Staff via Getty Images
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    Chewy’s customer spend rises as subscriptions drives sales

    The pet retailer's loyalty programs and exceptional experience are differentiating the company while growing sales, executives said.

  • Patrons at a Chicago Starbucks after the coffee chain on Feb. 25, 2025.
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    Scott Olson via Getty Images
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    Starbucks deploys virtual assistant to improve workflows

    Green Dot Assist will help staff look up various ingredients for drinks, troubleshoot equipment and help managers staff last-minute callouts.

  • A person with long hair carries a stack of boxes.
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    Courtesy of Stitch Fix
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    Stitch Fix personalization investments show signs of paying off

    Deeper customer-stylist relationships and improved flexibility fueled a strong quarter, but the retailer still reported year-over-year declines in active clients.

  • A person opens a ButcherBox order and puts the meat on a table.
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    Permission granted by ButcherBox
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    How ButcherBox infused its unique identity into its loyalty program

    Any company can offer 2% cash back. ButcherBox’s Sizzle Society stands out with the three tiers and an emphasis on experiential benefits.

  • Exterior of Walmart store with a sign that reads "grocery" and two cars parked in front.
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    Sam Silverstein/CX Dive
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    Walmart debuts Sparky, its generative AI assistant for customers

    Joining Wally, an AI assistant for merchants, Sparky will summarize reviews for customers and help shoppers plan purchases.

  • The American Airlines check-in desk in Portland International Airport.
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    hapabapa via Getty Images
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    As American Airlines puts renewed focus on CX, its advisory board takes center stage

    The carrier’s appointment of three new members is part of a broader CX effort led by CCO Heather Garboden.

  • Data Analyst Mit Data Analytics KPI
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    AndreyPopov via Getty Images
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    Businesses look to streamline tech stacks to better understand customers

    Integrating customer relationship management software, surveys and other tools and technologies remains a challenge, a Twilio survey found.

  • EY logo
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    Jack Taylor via Getty Images
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    EY merges design, creative, CX and AI services into EY Studio+

    The practice will leverage EY’s capabilities and experience to help clients meet the changing needs of consumers and “shape markets at scale.”

  • A person looking at product listings on a computer.
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    AndreyPopov via Getty Images
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    Generative AI enters ‘recommendation era’ as search falls to the wayside

    “It used to be you could search for a brand or a product, or you could search for a price," Accenture's Jill Standish said. "But could you ask for advice?”

  • Close-up of customer service representative wearing wireless headset working on desktop computer in call center.
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    simonkr via Getty Images
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    Want to encourage generative AI use? Reassure customers that humans are available

    About one-third of those who prefer phones for customer service are open to generative AI, according to Gartner. Making live agents readily available from self-service can win them over.

  • Produce section of Safeway store at 415 14th Street, SE, Washington, D.C., on Aug. 11, 2020. Store opened Aug. 12, 2020.
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    Sam Silverstein/CX Dive
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    Grocers need to do a better job of explaining prices, shoppers say

    Respondents to a poll by The Feedback Group offered a middling assessment about their primary grocery store’s approach to explaining how tariffs might impact food costs.

  • A Petco storefront. There is a white van parked outside and a person walking in the store.
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    Permission granted by Petco
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    Petco improves service offerings, plans membership program relaunch

    In pursuit of profitability, the pet retailer is matching its assortment to demand and investing in omnichannel services.

  • Pedestrians pass by a Bank of America branch.
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    Spencer Platt via Getty Images
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    Advice emerges as a key aspect of bank customers’ experience

    Banks have an opportunity to build lasting relationships with customers who are looking to their financial institutions for guidance.

  • A bank branch building features the "Bank of America" name and logo in front of sunny skies.
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    Brandon Bell / Staff via Getty Images
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    BofA’s head of branches: ‘Proximity is still important to people’

    Customers may or may not visit a branch, but the bank’s presence affirms its commitment to a community, and “there’s a brand value” in that, the executive said.

  • A person walks toward a store entrance.
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    Daphne Howland/CX Dive
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    Five Below CEO credits ‘maniacal focus’ on CX for a strong quarter

    More employee hours, streamlined inventory and improved storytelling all contributed to better a shopping experience — and the bottom line, executives said.