The Latest

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    kali9 via Getty Images
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    Economic data ‘point to headwinds ahead,’ Conference Board says

    Economists at several organizations have recently warned of trade war risks and forecast slower economic growth this year.

  • A sign hangs outside a Sam's Club store.
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    Scott Olson via Getty Images
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    Sam’s Club and Chime put people first in their AI implementations

    The companies are balancing automation and the human touch, and they offered insight into how this plays out at the Qualtrics X4 conference.

  • People with luggage enter an airport below a Frontier sign.
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    Scott Olson via Getty Images
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    Frontier Airlines makes a play for customers upset by Southwest’s bag policy

    “We’ve always had heart. Some airlines are walking away from what travelers love, but we’re running towards it,” CEO Barry Biffle said.

  • Visual showing three screenshots of the Instacart app.
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    Courtesy of Instacart
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    Instacart increases grocery personalization with new AI tech

    The grocery technology company unveiled tools to help better predict customers’ dietary needs and refine product recommendations. 

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    PixelsEffect via Getty Images
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    Most executives see the potential of AI for experiences, but many remain wary

    While AI can have a measurable impact on the bottom line, leaders need to embrace significant changes to their governance if they want the full benefit, experts say.

  • A traveler walks past a Southwest Airlines airplane as it taxies from a gate at Baltimore Washington International Thurgood Marshall Airport on October 11, 2021 in Baltimore, Maryland.
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    Kevin Dietsch via Getty Images
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    Deep Dive

    Can Southwest make investors and its most loyal customers happy?

    The airline has enjoyed unusual brand loyalty. But under activist pressure to shore up profits, Southwest is gambling with what customers love most.

    Updated March 19, 2025
  • The Indeed Tower on a sunny day in Texas.
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    Brandon Bell via Getty Images
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    How Indeed creates a ‘shared vocabulary’ around customer data

    The vocabulary distills that noisy data into a cohesive narrative that tells the story of who the customer is — and what they need from the company. 

  • A close up look at a digital beverage menu and kiosks at Taco Bell's Live Mas Cafe
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    Permission granted by Taco Bell/Diversified Restaurant Group
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    Yum Brands, Nvidia will deploy new AI at 500 restaurants

    The restaurant giant is working with the tech company on drive-thru and call-center voice AI, computer vision to analyze operations, and AI analytics at the restaurant level.

  • A Lowe's storefront with the company's blue and white signage
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    Nate Delesline III/CX Dive
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    Inside Lowe’s loyalty program revamp

    The retailer spoke to DIY and pro customers to draw insights from their behavior, allowing the unique needs of both customer bases to shine through, Lowe’s head of customer marketing and loyalty said.

  • A over the shoulder shot of woman using smartphone with Two-Factor Authentication security while logging to laptop.
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    gahsoon via Getty Images
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    Global trust in digital services falls as consumer data privacy concerns grow

    Consumers are skeptical of how brands use their data, and they’re willing to abandon brands if their trust is broken, a Thales survey found.

  • Kroger storefront
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    Courtesy of Kroger
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    Kroger cuts jobs at 84.51°

    The layoffs at the grocer’s retail analytics subsidiary reflect an effort by the company to “focus on the key priorities that power our go-to-market strategy,” a spokesperson said.

  • The outside of an Ulta Beauty store.
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    Lokibaho via Getty Images
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    Ulta reexamines in-store basics after losing beauty market share

    The company is revamping its leadership and investing in store and digital CX strategies to help it keep up with an evolving beauty landscape.

  • The interior of a Bath & Body Works with its Gingham+ store design.
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    Courtesy of Bath & Body Works
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    Bath & Body Works introduces new store design

    Gingham+ features an updated layout, tech and larger aisles as the company caters more to the Gen Z demographic. 

  • Person laying back on a couch with a computer and a credit card shopping.
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    pixdeluxe via Getty Images
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    Most consumers wouldn’t let AI make purchases on their behalf, study finds

    Shoppers still find AI useful for personalized product recommendations and discovery, according to an Omnisend survey.

  • A stressed, frustrated woman uses her laptop.
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    Brothers91 via Getty Images
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    Tariffs trigger ‘horrific’ plunge in consumer sentiment

    Expectations for long-term inflation also soared as tariffs and other Trump administration policies stirred anxiety about a resurgence in price pressures, according to a University of Michigan survey.

  • A customer trying a makeup look with Google Shopping.
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    Courtesy of Google Shopping
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    Google Shopping gets smarter with a suite of AI tools

    Customers can now virtually try on multiple makeup products at once based on beauty trends and draw inspiration from generated AI images.

  • Kroger Delivery
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    Courtesy of Kroger
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    Kroger launches e-commerce business unit

    Yael Cosset will head the new team charged with online customer experience as EVP and chief digital officer, the grocer announced last week.

  • A person displays their open wallet and cards
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    Joe Raedle / Staff via Getty Images
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    Bank credit card experiences fall short, risking loyalty

    Among younger generations, three-quarters are currently indifferent or outright dissatisfied with their card experience, Capgemini Research Institute found.

  • A Dollar General sign as seen from below.
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    Scott Olson / Staff via Getty Images
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    Dollar General turns to experience to further boost sales

    The off-price retailer aims to grow its momentum with friendly in-store experiences and expanded same-day delivery.

  • Coffee drips into a white ceramic mug emblazoned with the Starbucks logo
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    Courtesy of Starbucks
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    Brian Niccol’s 6-month update on Starbucks turnaround plan

    The coffee chain’s CEO said investments in store experience are ramping up, but union members say the brand isn’t spending enough on hourly workers.

  • Stitch Fix
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    Permission granted by Stitch Fix
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    Stitch Fix credits CX improvements for better-than-expected earnings

    The online retailer has slowed the loss of customers and sees customer experience initiatives as the path back to revenue growth.

  • A sign is posted in front of a Dick's Sporting Goods store in Daly City, California.
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    Justin Sullivan via Getty Images
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    Dick’s Sporting Goods builds on store success with employee investments

    The retailer aims to expand on its experiential store success through increased use of RFID tags and a greater emphasis on associate training.

  • An image of a chicken big mac sold by a McDonald's duplicate set up by the chain to promote the sandwich
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    Courtesy of McDonald's
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    McDonald’s creates ‘restaurant experience’ team to sharpen menu innovation

    The Golden Arches’ new team replaces its customer experience unit and includes three cohorts dedicated to chicken, beef and beverage/dessert.

  • Dark clouds over a store entrance. A brick-red exterior wall with a "Kohl's" sign.
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    Daphne Howland/CX Dive
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    Kohl’s turns to simpler, reliable experiences to improve its fortunes

    Complex coupons, poor cross-channel experiences and the elimination of jewelry spaces have weighed on the retailer’s core experience — and sales.

  • A traveler walks by check-in at Southwest with a bag.
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    Scott Olson via Getty Images
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    Southwest ditches two free checked bags policy

    The airline said it would also make it harder to earn Rapid Rewards points, set expiration dates on flight credits, and eliminate free changes on basic fares.