The Latest

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    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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    skynesher/E+ via Getty Images
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    Sponsored by Zoom

    4 steps for leading CX AI adoption and upskilling

    Four actionable steps for leading AI adoption and upskilling in your business.

  • A Shein store is pictured, with a rack of clothes on display.
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    Courtesy of Shein
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    Shein pushes consumers toward overconsumption, report says

    An EU consumer group said the fast fashion giant uses “dark patterns” to trigger unwilling spending.

  • A Starbucks worker in a green apron and a black shirt.
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    Courtesy of Starbucks
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    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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    Mark Davis via Getty Images
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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
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    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
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    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.

  • Patrons at a Chicago Starbucks after the coffee chain on Feb. 25, 2025.
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    Scott Olson via Getty Images
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    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
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    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
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    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.

  • Exterior of Walmart store with a sign that reads "grocery" and two cars parked in front.
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    Sam Silverstein/CX Dive
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    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.

  • The American Airlines check-in desk in Portland International Airport.
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    hapabapa via Getty Images
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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
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    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
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    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
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    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
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    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.

  • Produce section of Safeway store at 415 14th Street, SE, Washington, D.C., on Aug. 11, 2020. Store opened Aug. 12, 2020.
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    Sam Silverstein/CX Dive
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    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
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    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.

  • Pedestrians pass by a Bank of America branch.
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    Spencer Platt via Getty Images
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    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
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    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
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    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
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    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.

  • People walk by an Adidas storefront.
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    Spencer Platt via Getty Images
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    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.

  • A close-up shot of an unrecognizable man browsing for sneakers on his laptop while sitting on his couch.
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    Nazar Rybak via Getty Images
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    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.

  • Dollar General store California
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    Justin Sullivan via Getty Images
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    Dollar General customer satisfaction rises as it balances ‘value and convenience’

    The off-price retailer’s store standards are improving, and it is offering faster delivery for digital orders — efforts it says will help it weather economic turmoil.

  • The entrance to the Consumer Financial Protection Bureau headquarters is seen, with the bureau's logo on a glass door.
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    Anna Moneymaker / Staff via Getty Images
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    CFPB seeks to end open banking case

    The agency had put the rule in place last October to give consumers more control over sharing their financial data, such as bank account information, with other financial service providers.