The Latest
-
pixelfit via Getty Images
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.
-
Brandon Bell via Getty Images
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.
-
Courtesy of PayPal
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.
-
Justin Sullivan via Getty Images
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.
-
Catherine Douglas Moran/CX Dive
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.
-
Courtesy of L'Occitane en Provence
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.
-
Michael Loccisano/FilmMagic via Getty Images
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.
-
Chip Somodevilla via Getty Images
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.
-
Spencer Platt via Getty Images
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.
-
Drew Angerer / Staff via Getty Images
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.
-
Permission granted by Starbucks
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.
-
Edwin Tan via Getty Images
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.
-
Joe Raedle/Getty Images via Getty Images
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.
-
Sitthiphong via Getty Images
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.
-
Laurence Dutton via Getty Images
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.
-
Michael M. Santiago/Getty Images via Getty Images
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.
-
Win McNamee via Getty Images
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.
-
Courtesy of Google
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.
-
Daphne Howland/CX Dive
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.
-
FG Trade Latin via Getty Images
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.
-
Alex Wong / Staff via Getty Images
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.
-
alvarez via Getty Images
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.
-
The Good Brigade
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.
-
Permission granted by Amazon
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.
-
Ethan Swope via Getty Images
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
