The Latest

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    filadendron via Getty Images
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    CX leaders are moving up the C-suite hierarchy

    Customer-obsessed businesses are elevating CX in the org chart to give it the visibility, resources and C-suite attention it needs, one Forrester analyst said.

  • A Domino's branded plow in the snow
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    Courtesy of Domino's Pizza
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    Q&A

    Why Domino’s is awarding half a million dollars in snow plowing grants

    Chief Brand Officer Kate Trumbull explained how the chain’s latest effort shows off an "experienced by few, seen by many" ethos.

  • Exterior of an Ulta store
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    Kaarin Vembar/CX Dive
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    Ulta Beauty workers maintain CX despite rising security precautions

    Increased staffing will enable stronger theft prevention without slowing customer checkouts during the holiday rush.

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    filadendron via Getty Images
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    Rage clicks and dead links: Online shopper frustration grew on Cyber Monday, research finds

    Cyber Monday spending hit an all time high, but shoppers' frustration grew along with it.

  • A guestroom with a white bed and brick walls.
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    Courtesy of Hyatt Hotels & Resorts
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    World of Hyatt ‘reimagines’ loyalty program benefits

    In its latest bid to improve the guest experience, Hyatt updated its milestone rewards tiers based on direct feedback from loyalty members.

  • Kroger headquarters
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    Scott Olson via Getty Images
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    Kroger improves pickup experience, personalized offerings in CX push

    Improvements to the grocer’s pickup program have resulted in higher NPS for the service, CEO Rodney McMullen said.

  • Staples store in Studio City, Ca.
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    GDMatt66 via Getty Images
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    Staples’ deliveries, customer service hit by cyberattack

    The office supply retailer expects to fully catch up on back orders after online processing and deliveries were briefly disrupted.

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    nortonrsx via Getty Images
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    More customer success leaders are reporting to the CEO, report finds

    Customer success teams are moving up in importance in organizations, but economic headwinds mean resources are tight.

  • Nordstrom Rack, at Codding Town, Bend, Oregon
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    Daphne Howland/CX Dive
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    Nordstrom hinges CX strategy on personalization and convenience

    Investments in better data and analytics, as well as faster delivery times, aim to benefit shoppers whether they prefer shopping in-store or online.

  • The cloud-shaped salesforce logo is shown on the side of a building, the company's headquarters.
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    Stephen Lam / Stringer via Getty Images
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    Salesforce boasts it is the ‘No. 1 AI CRM’

    With the booming popularity of Einstein GPT, Salesforce is leading the way in implementing AI into CRMs.

  • Writing Lines Of Code On Desktop Computer With Multiple Monitors and Laptop in Creative Office
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    gorodenkoff via Getty Images
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    The ABCs of AI tools

    Here’s an easy guide to the major players in the generative AI market.

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    standret via Getty Images
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    Consumer-focused AI to fuel CX innovation despite tight budgets, survey finds

    Leaders are under pressure to deliver standout content, and AI will enable them to do so despite monetary constraints.

  • AWS CEO Adam Selipsky delivers a keynote address during AWS re:Invent 2023, at The Venetian Las Vegas on November 28, 2023, in Las Vegas, Nevada
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    Courtesy of AWS
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    Amazon connects generative AI to the contact center

    By using Q, the AWS generative AI enterprise chatbot, call agents can address customer needs without help from supervisors, the company said.

  • A UPS worker sorts holiday deliveries in a truck.
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    Justin Sullivan / Staff via Getty Images
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    Holiday CX quality dips when the last mile is forgotten

    Looming parties and gift-giving occasions make holiday deliveries sensitive, but open communications can ease consumers’ concerns.

  • Exterior of SpartanNash micro-fulfillment center in Caledonia, Michigan
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    Permission granted by SpartanNash
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    SpartanNash names chief customer officer

    Amy McClellan will take over for David Sisk, who is departing the company at the end of the year.

  • The outside of a Best Buy in its iconic blue and yellow colors.
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    Scott Olson via Getty Images
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    Best Buy ties experienced, well-equipped associates to higher NPS

    Declining sales have led to new operating models, but the retailer is trying to ensure cost reductions don’t come at the expense of the customer experience.

  • 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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    Southwest names chief customer officer as part of a C-suite revamp

    The cadre of new senior leaders will help the airlines target end-to-end customer experience improvements and smooth operations.

  • Delta Air Lines passenger jet in mid flight.
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    Permission granted by Kyndryl
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    Airline CX fared ‘exceptionally well’ during Thanksgiving rush

    Despite fears of repeating the high-profile mishaps of last year, planes largely left on time and cancellations were kept to a minimum.

  • IT service desk worker graphic illustrating a search box and telephone on an orange background
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    Vnoam3d via Getty Images
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    Deep Dive

    Generative AI’s momentum casts uncertainty over the future of the IT service desk

    Experts wonder what role these tier one technologists will play in IT departments moving forward, even if analysts believe fears of imminent job loss are overblown.

  • A digital illustration of a person reaching out of a computer, shaking hands with another person with depictions of success pictured above, including five stars and smiley faces.
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    uniquepixel via Getty Images
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    CX leaders, adapting to new customer demands, rethink trust

    Trust plays a pivotal role in shaping CX and brand needs must pay attention to the changing dynamics in customer relationships. But what happens if trust is broken?

  • A showroom of a dealership featuring several cars.
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    Greentellect_Studio via Getty Images
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    Nearly 2 in 5 dealers allow car shoppers to complete deals 100% online

    But new car shoppers often need to repeat steps in-store after they do them online, which can undermine customer trust and increase how long it takes to complete a deal, Cox Automotive says.

  • In this rear view, an unrecognizable woman stands with a shopping cart in front of a shelf full of food in the bread aisle of a grocery store.
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    SDI Productions via Getty Images
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    The more customers trust a brand, the more it’s worth

    As trust becomes the linchpin of positive customer experience, it's crucial brands prioritize it and work to close the gap between what the brand promises and what it delivers.

  • Cropped shot of a person working on a laptop with a headset
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    Moyo Studio via Getty Images
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    IT customer service transitions make or break CX

    If an agent isn’t caught up on the end user’s case when they arrive in the queue, the person having an issue repeats everything from the self-service channel resulting in a poor customer experience. 

  • Zoom founder Eric Yuan speaking on a podium
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    Kena Betancur via Getty Images
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    Zoom pushes contact center solutions as next growth vector

    Products to empower live agents and offer self-service customer assistance are Zoom’s focus as it pursues fresh avenues for growth.

  • Southwest Airlines employee Agnes Chu of Oakland, California assists passenger Lois Ryals of Philadelphia, Pennsylvania at Philadelphia International Airport May 10, 2004 in Philadelphia, Pennsylvania
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    William Thomas Cain via Getty Images
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    5 experts on how airlines can maintain good CX during the Thanksgiving rush

    Carriers that failed to get a handle on predictable disruptions last year don’t have the luxury of failing customers again this year.

    Updated Nov. 27, 2023