The Latest

  • post-closing conflict
    Image attribution tooltip
    pixelfit via Getty Images
    Image attribution tooltip

    Customer experience data is underused in business decisions, leaders say

    Leaders want to see more department heads use CX data to guide technology adoption, a CallMiner study found.

  • Exterior of supermarket
    Image attribution tooltip
    Brandon Bell via Getty Images
    Image attribution tooltip

    Kroger zeroes in on customer experience to build loyalty and sales

    The grocer worked to fulfill digital orders faster and more accurately, which led to higher sales and stronger customer loyalty.

  • Actor Will Ferrell stands in retail boutique wearing a yellow outfit  with arm outstretched using a phone to pay in front of an sales counter.
    Image attribution tooltip
    Courtesy of PayPal
    Image attribution tooltip

    PayPal seeks to attract users offline

    The digital payments pioneer is leaning on cashback rewards to attract more consumer use in stores, and will also tap near-field technology to expand.

  • Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    United to bring customers Starlink Wi-Fi to boost in-flight experience

    The airline is looking to change the in-flight experience by bringing fast, reliable — and free — internet connection to its passengers in 2025.

  • A grocery aisle at the Wegmans store in Tysons, Virginia
    Image attribution tooltip
    Catherine Douglas Moran/CX Dive
    Image attribution tooltip

    How grocers are building their in-store music playlists

    From customer demographics to worker preferences, supermarkets have several key factors to consider when curating their in-store audio.

  • A warm-tinted room with beauty products on display tables and on shelves on the wall.
    Image attribution tooltip
    Courtesy of L'Occitane en Provence
    Image attribution tooltip

    L’Occitane opens Manhattan boutique, plans more store openings this fall

    The brand is trying to create unique experiences for customers in-store, offering facials and hand massages alongside other services.

  • The prize center inside a Dave & Buster's restaurant
    Image attribution tooltip
    Michael Loccisano/FilmMagic via Getty Images
    Image attribution tooltip

    Dave & Buster’s prioritizes tech investments on the hunt for better experience

    Technology updates and the introduction of on-premise sales managers who tailor CX to specific stores are showing promise.

  • endorsements, testimonials FTC rules
    Image attribution tooltip
    Chip Somodevilla via Getty Images
    Image attribution tooltip

    FTC cracks down on subscription traps

    The Biden-Harris administration is taking to task companies that trap consumers in recurring subscriptions and make it nearly impossible to cancel.

  • A Lowe's associate helps a customer in a store
    Image attribution tooltip
    Spencer Platt via Getty Images
    Image attribution tooltip

    Shoppers want personalization online, in-store and on customer service calls

    Personalization doesn’t end on the website or app. Customers are looking for personalized assistance from in-store associates and customer service agents as well, an Incisiv and Talkdesk study found.

  • Image attribution tooltip
    Drew Angerer / Staff via Getty Images
    Image attribution tooltip

    TD to pay CFPB $28M for giving credit agencies inaccurate customer data

    TD Bank repeatedly shared inaccurate and negative customer information to consumer reporting companies, the Consumer Financial Protection Bureau said.

  • A smiling white man in a suit. He's wearing a jacket with peaked lapels and no tie, for what it's worth.
    Image attribution tooltip
    Permission granted by Starbucks
    Image attribution tooltip

    Starbucks CEO’s 4-part strategy hinges on coffeehouse roots

    In a letter to workers and customers, Brian Niccol laid out a multipart strategy for revitalizing Starbucks’ core business in the U.S.

  • Close up high angle Asian businesswoman working with her coworker in meeting room
    Image attribution tooltip
    Edwin Tan via Getty Images
    Image attribution tooltip

    Back to CX Basics: The potential — and pitfalls — of NPS

    The net promoter score is a measurement for loyalty, not customer experience overall. Here’s how leaders can use it to guide their CX improvements.

  • Family Dollar store sign
    Image attribution tooltip
    Joe Raedle/Getty Images via Getty Images
    Image attribution tooltip

    Family Dollar implements AI tech for category management, merchandising

    The discount chain has selected Dunnhumby to power a platform aimed at localizing product assortment to better meet shoppers’ needs.

  • A person talks to a chatbot on their phone
    Image attribution tooltip
    Sitthiphong via Getty Images
    Image attribution tooltip

    Customers are growing more comfortable with AI customer service

    AI handling routine tasks like tracking orders, canceling services and technical support is fine for consumers, but they're skeptical of its handling of complex issues, Kustomer found.

  • An individual interacts with an AI chatbot on a computer screen.
    Image attribution tooltip
    Laurence Dutton via Getty Images
    Image attribution tooltip

    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.
    Image attribution tooltip
    Michael M. Santiago/Getty Images via Getty Images
    Image attribution tooltip

    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."
    Image attribution tooltip
    Win McNamee via Getty Images
    Image attribution tooltip

    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
    Image attribution tooltip
    Courtesy of Google
    Image attribution tooltip

    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
    Image attribution tooltip
    Daphne Howland/CX Dive
    Image attribution tooltip

    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.
    Image attribution tooltip
    FG Trade Latin via Getty Images
    Image attribution tooltip

    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.
    Image attribution tooltip
    Alex Wong / Staff via Getty Images
    Image attribution tooltip

    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.
    Image attribution tooltip
    alvarez via Getty Images
    Image attribution tooltip

    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"
    Image attribution tooltip
    The Good Brigade
    Image attribution tooltip

    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."
    Image attribution tooltip
    Permission granted by Amazon
    Image attribution tooltip

    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.
    Image attribution tooltip
    Ethan Swope via Getty Images
    Image attribution tooltip

    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