The Latest

  • A person walks by a Bank of America branch location
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    Spencer Platt / Staff via Getty Images
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    Bank of America credits CX, digital capabilities for account growth

    The bank added 213,000 net new consumer checking accounts in the fourth quarter, marking six consecutive years of quarterly growth.

  • A man stands on a stage talking
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    Julie Littman/CX Dive
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    Portillo’s tests computer vision to boost drive-thru times

    Managers will see a screen flashing red if a car has sat for four minutes, allowing them to redeploy labor and move guests faster through the drive-thru.

  • Pedestrians pass by a Wells Fargo bank branch.
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    Michael M. Santiago via Getty Images
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    Wells Fargo eyes customer engagement initiatives, growth

    The bank laid out digital enhancements to its mobile app and plans to generate growth as regulatory burdens lift.

  • A crowd of people at a conference.
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    Courtesy of National Retail Federation, Jason Dixson Photography
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    At NRF, 40,000 humans contemplate AI

    Artificial intelligence is useful to many areas of retail, from sourcing to customer service, making it a hot topic during this year’s Big Show. 

  • The outside of a Circle K gas station and c-store.
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    Gregory Clifford via Getty Images
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    How Circle K turns customer feedback into actionable insights

    The retailer’s communication app aims to enhance CX by processing feedback, from the results of new policies to the location of spills, and sending it to the right person.

  • A seated person holds a payment card up as they type into a laptop placed on wooden table.
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    FreshSplash via Getty Images
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    AI acceptance grows among holiday shoppers, survey finds

    Nearly 9 in 10 shoppers used the technology in some form during the 2024 holiday season, according to Talkdesk research.

  • AI litigation, hiring bias
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    Vertigo3d via Getty Images
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    Unhappy consumers will drive the next wave of AI lawsuits

    Companies using AI to make decisions or provide guidance can expect pushback when people don’t like how that impacts them, an AI legal specialist says.

  • The outside of an Ulta Beauty location.
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    jetcityimage via Getty Images
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    Ulta Beauty has big plans for its personalization efforts in 2025

    The company’s strategy includes putting a customer-centric lens on operations and investing in methods that can drive customer lifetime value.

  • People sit in a coffee shop.
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    Adam Gray via Getty Images
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    Starbucks reverses open-door policy as it pursues coffeehouse environment

    Under the new policy, customers will have to make a purchase if they want to hang out in Starbucks coffee shops or use its bathrooms.

  • An image of a building with a sign that says "Sweetgreen."
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    Courtesy of Sweetgreen
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    Sweetgreen CTO shares the chain’s data-focused approach to CX

    CTO Wouleta Ayele discussed why she designs experiences by working backwards from an ideal outcome at the National Retail Federation’s Big Show conference.

  • Sephora storefront.
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    Daphne Howland/CX Dive
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    Sephora to redesign entire North American store fleet

    The changes aim to create a shopping experience that showcases the company’s current assortment and allows for store adjustments in the future.

    Updated Jan. 15, 2025
  • An Amazon worker places a delivery on a residential porch
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    Permission granted by Amazon
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    Amazon to end Prime Try Before You Buy

    AI feature adoption is reducing the need for physical try-ons, the company said.

  • Sonos sound gear.
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    Charley Gallay via Getty Images
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    Sonos CEO out as company cleans up botched app release

    Departing CEO Patrick Spence took ownership for the issues with the Sonos app in past earnings calls, saying his "push for speed backfired."

  • The outside of a standalone Ulta Beauty store.
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    patty_c via Getty Images
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    Ulta taps Instacart for same-day delivery

    Through the partnership, customers can receive beauty products in as little as one hour and earn loyalty points on orders.

  • The facade of a Baskin-Robins restaurant.
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    Robert Way via Getty Images
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    Baskin-Robbins’ new loyalty program aims to balance simplicity and variety

    Baskin-Robbins Rewards, which launched in December, aims to make it easy for customers to earn rewards while offering a variety of redemption options.

    Updated Jan. 14, 2025
  • The TikTok app is displayed on an Apple iPhone.
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    Photo Illustration by Drew Angerer via Getty Images
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    How TikTok Shop is changing the way brands reach customers

    As a potential ban looms, brands like Nike and E.l.f. Beauty are leveraging the social media platform to win over Gen Z.

  • A woman checks in for her Delta flight at a kiosk.
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    Brandon Bell via Getty Images
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    Delta touts loyalty program, premium services in revenue gains

    The airline boosted its bottom line by courting customers seeking upscale experiences.

  • A stressed, frustrated woman uses her laptop.
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    Brothers91 via Getty Images
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    How cyber incidents impact consumer trust

    Despite an increase in cyber incidents, breaches had less impact on consumer trust in 2024, a Vercara survey found.

  • 7-Eleven
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    Retrieved from 7-Eleven.
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    7-Eleven dangles $5k daily prize to boost loyalty spending

    As c-store retailers struggle with loyalty participation, the Texas-based company is taking on a new approach to engage rewards members.

  • A pedestrian walks by a sign posted in front of an AT&T store.
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    Justin Sullivan via Getty Images
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    AT&T aims to draw customers with service guarantee

    The promise includes compensation for long customer service wait times and extended service outages.

  • Albertsons store
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    Courtesy of Albertsons
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    Albertsons boasts 15% loyalty member growth

    The grocery company topped 44.3 million loyalty members during the quarter after simplifying how customers can earn and redeem points in April.

  • federal regulation rules
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    Tasos Katopodis via Getty Images
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    Biden signs into law Government Service Delivery Improvement Act

    The legislation to improve government service delivery gained bipartisan support, with both Republicans and Democrats celebrating its passage Tuesday.

  • Graphic with a cartoon woman showing three stages of online product sampling - fist with a grocery order, then a text message, then her enjoying the product
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    Courtesy of Swish
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    How grocers can make online sampling a curated experience for shoppers

    Swish aims to make product discovery in delivery and pickup orders a more personalized experience. 

  • An employee assists a customer at The Home Depot store.
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    Brandon Bell via Getty Images
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    5 customer experience trends to watch in 2025

    Falling loyalty, isolated customer experience practices and score obsession will shape the year ahead.

  • A woman browses an ecommerce site in front of a Christmas tree.
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    sturti via Getty Images
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    Consumers embraced generative AI for holiday shopping

    Research shows there is significant potential for generative AI to enhance e-commerce experiences, especially when it integrates into existing journeys.