The Latest

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  AI is wreaking havoc on mobile user experience, report finds

  Error clicks on mobile skyrocketed 667% year-over-year, frustrating consumers along the way, according to a report by behavioral data company Fullstory.

  AI & Automation

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  How Bookshop.org drives customer loyalty on a tight budget

  Customers may look to independent alternatives for moral reasons, but turning them into regular shoppers requires a great experience, CEO Andy Hunter told CX Dive.

  Strategy

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  Potbelly updates website, app as part of digital transformation

  These digital channels will include a reorder function and “Quick Add” option for a faster checkout experience. 

  Technology

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  Albertsons sees digital success, but the channel has yet to turn a profit

  CEO Susan Morris views the Albertsons for U program, which saw membership rise 14% year over year, as a valuable source of data for the company.

  Strategy

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  Hotel room amenities, tech boost guest satisfaction: J.D. Power

  Despite record room rates, U.S. hotel guests across every segment feel they are getting a greater value for their stays, thanks in part to in-room features.

  Data & Analytics

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  Consumers rush to buy tech products, motivated by tariff fears, survey finds

  Consumer behavior is changing as anxiety over price hikes and product shortages grows, increasing the importance for businesses to build trust with customers.

  Strategy

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  ‘Click to cancel’ is canceled. What should CX leaders do now?

  Though the rule is blocked, its ethos shouldn’t be, experts told CX Dive. Trapping consumers in subscriptions is detrimental to customers and brand reputation.

  Strategy

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  American Eagle drives in-store back-to-school shopping with Snap Map

  The retailer is promoting 800 of its locations in the app and will also launch an augmented reality AE Jeans Try-on Haul Lens.

  Strategy

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  Customers back up their initial searches for local businesses with reviews

  Search engines, social media and AI are all used as jumping off points, but the lion’s share of consumers look to reviews to evaluate their findings, according to a Soci survey.

  Strategy

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  These social media platforms are beating out Google for product discovery, reviews

  While many shoppers still use the search giant, a PartnerCentric survey found some are instead turning to Reddit, TikTok and others.

  Strategy

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  ASOS launches loyalty program as part of turnaround effort

  Base membership perks include early access to product drops and a birthday discount, while higher tiers can access exclusive sales and invitations to in-person events.

  Loyalty

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  How consumers are responding to tariffs — and what CX leaders can do about it

  Consumers are scaling back spending, switching to store label brands, and reconsidering big purchases. CX leaders need to highlight value to keep their loyalty, experts say.

  Strategy

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  Packaging suppliers respond to QSR diners hungry for a better experience

  Manufacturers are working with their restaurant customers to improve takeout, as well as sustainability opportunities for food service ware.

  Strategy

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  Sam’s Club adds more value to its membership with pet perks

  Pet-focused benefits can help membership and paid loyalty programs drive shopper frequency, according to Gartner’s Brad Jashinsky.

  Loyalty

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  Leaders think they’re doing a good job on CX. Customers don’t agree.

  A vast majority of leaders say CX is a main or increased focus, but few say CX is extremely important to invest in, according to an Amdocs Studios survey.

  Strategy

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  Nature’s Path names first-ever chief customer officer

  Laura Chamberlain will manage the U.S. sales team and lead U.S. customer strategy at the organic food company.

  Strategy

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  Shein fined $47M for misleading promotions in France

  An investigation by the country’s antitrust authority found that more than half of the fast fashion company’s promotions involved no real price reduction.

  Strategy

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  Stores remain dominant, even as digital, AI shopping grows

  Physical retail is still the most popular channel to shop, but as AI tools become more prevalent, retailers will need to rethink in-person offerings, EY’s Jon Copestake says.

  Strategy

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  Chewy, Zappos, H-E-B among companies that buck CX decline

  Global customer experience quality dropped to an all-time low in 2025, according to Forrester. However, some brands defied the trend with good return policies and easy experiences.

  Strategy

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  New grocery app allows for real-time price comparison

  Grocery Dealz acts as an e-commerce marketplace that allows shoppers to compare costs between supermarkets and quickly build a cart.

  Technology

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  C-suite leaders have a vision for where generative AI fits in CX

  More than half of C-suite respondents said that generative AI in customer service and customer experience would be extremely important, per a Publicis Sapient survey.

  AI & Automation

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  Want to deliver better customer experience? Align it with your brand experience

  Brand experience is often established before consumers engage with a company, and it can have a significant impact on what they expect from customer experience.

  Strategy

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  Consumers shift spending to brands with more value for the price: report

  Amid ongoing economic uncertainty, hotels that merely offer low prices could lose out to competitors that are perceived as better quality, more trustworthy or friendly, per Deloitte.

  Loyalty

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  Why c-store customer experience is more important than ever

  From friendly workers to helpful technology to a loyalty program that’s worth their time, shoppers increasingly value the personal touch, according to new data from Intouch Insight.

  Loyalty

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  What makes for a good loyalty program?

  The elements will depend on a brand’s customer base, industry and competition. But analysts and loyalty leaders identified commonalities across successful programs: differentiation, value and emotional connection.

  Loyalty

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