The Latest
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How to provide customer experience during a crisis
Careful planning, clear communication, empathy and swift responses to customer needs are essential, experts say.
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Cigna to tie executive compensation to customer satisfaction
The company is one of a handful of national insurers that pledged to ameliorate customer pain points with healthcare, but the first to release a specific plan.
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Tractor Supply taps into loyalty to drive cross-banner success
The Neighbor's Club loyalty program attracted record levels of new customers in 2024, reaching more than 38 million members in total.
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Securing budgets rises on list of challenges facing CX leaders
Activating field support was the No. 1 challenge CX leaders reported in 2024, followed by securing sufficient budgets, Deloitte Digital found.
Updated Feb. 5, 2025 -
T-Mobile leaders credit customer centricity for record growth
The company added over 900,000 postpaid net phone customers, and 50 million people downloaded its T-Life app last year, CEO Mike Sievert said.
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Consumer confidence in January falls for the first time in 6 months
The University of Michigan recorded a 10% year-on-year drop, and other data found sentiment hit a four-month low.
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FTC to refund Fashion Nova customers $2.4M
The agency accused the fast fashion company of suppressing negative consumer reviews.
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The customer experience outlook for 2025
As generative AI capabilities improve and inflation worries compound, practitioners are challenged to improve their self-service tech and win customer loyalty.
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Starbucks CEO zeroes in on ‘bringing order to mobile ordering’
The company is tackling the bottleneck from online orders with an algorithm that will give in-person customers priority.
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Southwest customer experience changes improved revenue, CEO says
The airlines’s transformation plan promised to modernize its customer experience to boost profits. Efforts are already paying off, according to CEO Bob Jordan.
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Joybird brings home design tool to mobile devices
Augmented reality lets users visualize furniture in their own home, while a Space Planner view allows shoppers to view and share room designs.
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Chewy holds the top spot as overall satisfaction with online retail declines
The American Customer Satisfaction Index’s review of nearly 42,000 consumer surveys found two-thirds of online retailers saw satisfaction drop.
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The challenges in proving the ROI of customer experience
Demonstrating the value of customer experience can mean the difference between the practice growing its budget and headcount — or seeing cuts.
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Starbucks invests in employees, order fulfillment to drive customer experience
The company is rethinking its drink creation processes to speed up throughput, while investing in staff to help them create better experiences.
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CVS launches app that lets shoppers access locked-up merchandise
The company is testing the feature in a few stores to address a customer pain point that has come to the fore as retailers attempt to thwart thieves.
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McDonald’s marketing and experience chief departs
Tariq Hassan will stay on to support the transition as Alyssa Buetikofer, CMO for the brand in Canada, returns to the U.S. business on Feb. 15.
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Foot Locker puts associates at the heart of its NYC flagship store’s experience
The retailer’s 34th Street store in New York City makes associates, supported by mobile tools, central to the overall experience.
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Gen Z still prefers in-person shopping
The generation prioritizes buying beauty and luxury goods in person, placing a premium on the physical shopping experience, research from Adyen shows.
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Top customer experience conferences in 2025
Customer service automation, loyalty programs and data management are just some of the areas these upcoming events will touch upon.
Updated Jan. 27, 2025 -
Verizon’s investments in AI-driven personalization help fuel growth
The company will use its expertise in AI — honed through efforts like plan personalization — to help it create solutions for corporate clients, too.
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In CX, generative AI needs to walk before it can run
Companies need to put the boring but essential parts of AI in place to drive deeper insights and prepare for more exciting applications of the technology.
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Why don’t more contact centers offer automatic callbacks?
Automatic callbacks can improve customer satisfaction and lower costs, but some companies would rather avoid calls altogether.
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How Yogurtland’s shift to digital powered 3 years of growth
After adding online ordering and remaking its loyalty program and app, the chain has had double-digit same-store sales growth and strong new unit expansion.
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American Airlines boasts record loyalty enrollments in 2024
The airline’s loyalty program members account for three-quarters of its premium cabin revenue, which was up 8% in Q4 2024.
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Home Depot expands on-demand delivery services with DoorDash, Uber Eats partnerships
The move adds to the home improvement retailer’s delivery capabilities, which also include a tie-up with Instacart.