The Latest

  • The outside of a Home Depot store
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    Brandon Bell via Getty Images
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    Home Depot pursues contractors with CX upgrades

    While the company aimed the bulk of its CX upgrades at professionals, DIY customers will also benefit from an improved search engine and other enhanced features, executives said on an earnings call.

  • Two people walk down a store aisle past a sign that reads, "Everyday Low Price."
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    Joe Raedle via Getty Images
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    Walmart’s focus on price, shopping experience is resonating with customers

    “Profits are growing, customer NPS scores are increasing, and we're running a great operation,” EVP and CFO John David Rainey said on an earnings call.

  • closeup of hands holding smartphone in cafe
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    anyaberkut via Getty Images
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    Customer satisfaction with online-only banks dwindles, study finds

    Though online-only direct bank customers have a higher satisfaction rate than traditional banks, that rate declined this year, particularly for those with checking accounts, J.D. Power reported.

  • General view of an Amazon logo on June 3, 2021.
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    Stefano Guidi/Getty Images via Getty Images
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    Amazon cuts global customer service staff by less than 1%

    The company said it reduced its global customer service team in an effort to shrink the distance between customers and customer service leaders.

  • Billowy clouds in a blue sky above a storefront.
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    Daphne Howland/CX Dive
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    Best Buy updates mobile app with personalization, discovery features

    The electronics retailer is adding elements like Shop with Videos, Best Buy Drops and other additions to promote its products.

  • exterior of the supreme court
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    Kevin Dietsch via Getty Images
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    Supreme Court upholds CFPB’s funding structure

    The 7-2 ruling puts an end to a case that threatened the Consumer Financial Protection Bureau’s existence.

  • A man holds up a phone to his ear.
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    agrobacter via Getty Images
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    Are organizations providing accessible digital experiences?

    Research shows businesses are missing an opportunity to embed accessibility in the design process, which can result in better products and reduce costs.

  • non compete ban on private equity
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    P_Wei via Getty Images
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    Nonbanking financial institutions must notify FTC of breach under now-live amended rule

    Breached organizations must now notify the Federal Trade Commission of security incidents no later than 30 days after discovery.

  • An image of three mobile app images of Uber Eats
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    Permission granted by Uber
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    Uber adds student discount, restaurant lists in latest product rollout

    The Uber Eats changes could help it onboard customers at a younger age, building loyalty that lasts beyond college.

  • The outside of a Verizon store
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    Justin Sullivan via Getty Images
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    Verizon harnesses AI for better experiences, but associates still take point

    Generative AI is helping in-store associates find answers to 95% of customer inquiries, according to Verizon.

  • Call center agents handle customer service at desks
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    Jacob Wackerhausen via Getty Images
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    Call center agents feel the pressure, and it’s hurting customer service

    High stress leads to poor customer service and burnout, but call centers have options to relieve the burden on agents.

  • A hand holds up a remote in front of a television screen.
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    RainStar via Getty Images
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    Shopsense launches retail media platform for second-screen shopping

    The technology allows TV watchers to purchase items inspired by on-screen programming in real time.

  • A person walks with luggage in front of window. Through the window, a plane sits at the gate and another is in the air.
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    Mario Tama via Getty Images
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    Airlines sue to block DOT ‘junk fees’ rule

    While the Department of Transportation says its rule will protect customers from surprise fees, U.S. airlines argue such regulations will confuse consumers.

  • Smart shopping cart at Groceryshop
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    Sam Silverstein/CX Dive
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    Instacart sees smart carts as key growth driver

    The company expects to deploy thousands of its screen-equipped carts in grocery stores by the end of 2024, CEO Fidji Simo said.

  • Three people walk across a crosswalk in front of Louis Vuitton store.
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    Kiran Ridley via Getty Images
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    Opinion

    Why digital product passports are tailor-made for CX

    While DPPs are part of the European Union’s larger plan to increase sustainable manufacturing practices, they also offer retailers a massive opportunity to engage with customers.

  • An empty desk with a headset and computer screen
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    South_agency via Getty Images
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    Senate Democrats push to keep call center jobs in US

    The bill would require companies that transfer call center operations overseas to notify the Department of Labor or face fines, among other penalties.

  • Employees working at a call center
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    Hispanolistic via Getty Images
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    Call center data security can be complex. Here’s how to keep information safe.

    Specialized agents and well-trained chatbots are essential to keep customer data safe, experts say.

  • Hand grabbing password out of blurred code.
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    LuisPortugal/Getty Images Plus via Getty Images
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    Why CX penalties hit organizations long after a cyber incident

    “Even though there’s a high possibility that brand value can go down after a major incident, having reputational capital with customers helps them forgive the business,” an expert told CX Dive.

  • CFPB Director Rohit Chopra sitting on a panel next to Secretary of Transportation Pete Buttigieg.
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    Permission granted by James Pothen
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    CFPB, DOT take aim at airline rewards

    The two agencies raised concerns that airlines and card companies could arbitrarily devalue points accrued in their joint rewards programs, amounting to a bait-and-switch for customers.

  • A woman browses an ecommerce site on her computer
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    mahiruysal via Getty Images
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    Online shopping takes excessive effort for many customers, study finds

    Most customers feel like online purchasing decisions take too much effort despite companies’ recent emphasis on personalization, Accenture found.

  • California's Attorney General Rob Bonta speaks at a press conference.
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    Justin Sullivan via Getty Images
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    California bans hidden fees starting July 1

    The state will require businesses to include all mandatory fees in listed prices, making it harder for restaurants to impose service charges.

  • A Southwest Airlines employee assists a passenger.
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    Brandon Bell via Getty Images
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    Southwest, Delta lead among airlines for customer satisfaction

    Substantial investments in staff last year separated the two top-performing carriers from other airlines, according to J.D. Power.

  • A woman holds balloons featuring the Aflac duck.
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    Derek White via Getty Images
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    How Aflac built a customer-centric business culture

    Placing customers at the center of everything they do is paramount for the insurance company, whether it’s simple transactional interactions or more complex claim assistance. 

  • A photo of planes' tails.
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    Spencer Platt via Getty Images
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    The Gen Z traveler has landed: Here’s what the numbers say

    Consumer expectations are evolving as many seek out opportunities to make up for time lost during the pandemic, per a recent PMG report.

  • Close-up of customer service representative wearing wireless headset working on desktop computer in call center.
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    simonkr via Getty Images
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    Call center agents feel overwhelmed, but research shows tech can offer relief

    Tools can help agents navigate complex policies and better understand customer inquiries, leading to better satisfaction, according to Deloitte Digital.