The Latest
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Permission granted by Happy Returns
Free returns are often a deal breaker for consumers
Nearly 9 in 10 consumers expect free returns as standard, according to a Rithum survey.
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SeventyFour via Getty Images
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.
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Justin Sullivan via Getty Images
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.”
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Courtesy of Shein
Shein pushes consumers toward overconsumption, report says
An EU consumer group said the fast fashion giant uses “dark patterns” to trigger unwilling spending.
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Courtesy of Starbucks
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.
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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.
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Scott Olson via Getty Images
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.
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Joe Raedle / Staff via Getty Images
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.
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Scott Olson via Getty Images
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.
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Courtesy of Stitch Fix
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.
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Permission granted by ButcherBox
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.
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Sam Silverstein/CX Dive
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.
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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.
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AndreyPopov via Getty Images
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.
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Jack Taylor via Getty Images
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.”
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AndreyPopov via Getty Images
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?”
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simonkr via Getty Images
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.
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Sam Silverstein/CX Dive
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.
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Permission granted by Petco
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.
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Spencer Platt via Getty Images
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.
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Brandon Bell / Staff via Getty Images
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.
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Daphne Howland/CX Dive
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.
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Jacob Wackerhausen via Getty Images
Call center agents aren’t promoting self-service
Customers are about twice as likely to use self-service after an agent suggests it, but most say it didn’t come up on a recent call, a Gartner survey found.
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Spencer Platt via Getty Images
Data security is a CX issue, too
A string of cyberattacks have targeted retailers like Adidas and North Face. Incidents like these can weaken customer trust and lead to lost business, experts say.
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Nazar Rybak via Getty Images
Personalization pays — except when it doesn’t
Customers are more likely to purchase more after personalized interactions. But Gartner found they’re also more likely to feel overwhelmed and regretful.
