The Latest

  • A Target store employee collects shopping carts in a parking lot.
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    Joe Raedle / Staff via Getty Images
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    Target’s operations app updates let associates spend more time with customers

    The myDay store app aims to put tasks into a single place where workers can determine which will have the biggest and most immediate impact on the shopping experience.

    Updated Oct. 15, 2026
  • Jamie Dimon
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    Kevin Dietsch via Getty Images
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    JPMorgan CEO warns customers of risks of third-party AI agents

    As Meta’s Muse reignites fears over AI-driven deposit flight, Jamie Dimon cautioned customers Tuesday that if they’re giving AI agents access to their bank accounts, they’re owning that decision.

  • Someone wearing a helmet rides by a store on a motorcycle.
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    Daphne Howland/CX Dive
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    Behind the scenes of DSW’s loyalty program relaunch

    The “Rewards at the Ready” revamp emphasizes putting more control in customer’s hands and helps the DSW VIP program stand out from the competition, DSW’s Paige Sheedy said.

  • A frustrated man talks on the phone with customer service while looking at his laptop.
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    Why customers are fed up with AI chatbots

    Few things will cause a customer to immediately request — or demand — a live agent like a bot that misunderstands them.

  • A diamond sign with red and blue and a white words that say "Domino's"
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    Joe Raedle via Getty Images
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    Domino’s new CEO plans on ‘getting closer to the customer’

    The company will sharpen promotions through its loyalty app and improve consistency in an effort to drive greater frequency, CEO Joe Jordan said.

  • A woman makes a phone call while sitting at a table and gesturing
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    Why complex issues stymie AI support, and how brands can fix it

    Not passing the context of a call from self-service to human typically reflects integration issues, but it might also indicate a fractured approach to handling customer service.

  • A woman browses jewelry on her tablet.
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    Getty Images
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    Better personalization starts with meeting customer needs — not marketing’s

    Good personalization needs the right foundation. “Start with what customers define as useful, not simply what the campaigns produce,” Deloitte Digital’s Trinadha Kandi said.

  • Vizio TVs in a Walmart as a person walks by
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    Joe Raedle / Staff via Getty Images
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    AI is ‘reshaping’ Walmart, and Sparky is leading the charge

    Advancements in AI are helping Walmart save money, which it is, in turn, reinvesting in customer experience improvements, according to U.S. CEO David Guggina.  

  • A person's hand is seen pushing a grocery cart in a store.
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    Getty Images
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    When grocery prices rise, in-store issues become more frustrating

    Grocers can’t stop inflation, but they have control over how it feels to shop their stores — and that can make the difference with customers, Axonify’s Melissa Burghardt said.

  • A sign features Delta's Sky Priority.
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    Mario Tama via Getty Images
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    Delta’s loyalty and premium push continues to pay off

    Customers are spending more within the airline’s loyalty ecosystem, especially on premium products, CEO Ed Bastian said on an earnings call.

  • Business Presentation
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    Just 5% of CX programs can prove their impact on revenue

    Few companies have a proven link between CX programs and revenue, but those that do are more likely to see results from their efforts, according to CustomerGauge research.

  • A close-up of the side of an office building shows the "SoFi" name and logo.
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    Justin Sullivan / Staff via Getty Images
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    Why Gen Z, millennials are most satisfied with online banks, fintechs

    “A lot of it really does start with the idea that the fintechs are protecting their customers from fees, helping customers to protect their money,” JD Power’s Paul McAdam said.

  • An electronic shelf label a grocery store.
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    Catherine Douglas Moran/CX Dive
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    Grocery trade groups caution FTC on overly broad pricing enforcement

    Both FMI and the NGA called for the agency to distinguish between personalized pricing and personalized promotions.

  • Customers line up in a drive-thru at a Starbucks store
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    Justin Sullivan / Staff via Getty Images
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    When the drive-thru feels fast and friendly, satisfaction grows

    Dutch Bros Coffee, Chick-fil-A and Starbucks ranked as not just the friendliest brands, but the ones with the highest overall satisfaction, a QSR and InTouch CX study found. 

  • An office worker becomes overwhelmed at the amount of meeting notifications he is receiving.
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    Courtesy of Southwest
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    Southwest turns notifications into rewards in loyalty campaign

    The promotion comes as the airline has seen enrollment in its rewards program jump 35%.

  • A photograph of a digital menu board at McDonald's with various meal options.
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    Julie Littman/CX Dive
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    McDonald’s disputes reports that it uses AI to set prices

    The chain provides franchisees with tools, resources and recommendations for pricing, but operators ultimately make menu price decisions. 

  • A man rolls his suitcase through an airport terminal.
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    Justin Sullivan via Getty Images
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    Expedia adds slew of loyalty perks including lounge access for flight delays

    The online travel platform wanted to make its loyalty program simpler for members while balancing instant perks with rewards for future trips.

  • A calculator and stethoscope rest on a medical bill.
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    Getty Images
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    A health insurance agency’s journey from pilot to full-time voice AI agent

    The majority of eHealth’s customers call during Medicare open enrollment, but after struggling with high call volume, the company turned to voice AI agents for help.

  • A phone with Tik Tok Shop pulled up.
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    Photo illustration by Ezra Acayan/Getty Images via Getty Images
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    TikTok to add AI-powered discovery and one-click checkout to its platform

    TikTok is already a source of product discovery. Now, it’s adding into the mix a conversational AI agent that can remember user needs, and it’s making purchasing on its platform even easier. 

  • Visa Mastercard interchange fee litigation merchants Brooklyn federal court Walmart
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    Getty Images
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    Walmart defends pricing practices, again

    The retailer says it won't renew a key patent that could leverage scan-and-go tech to personalize prices. It's one of several that has drawn the attention of a progressive advocacy group.

  • A person looks at their phone while repairing a sink.
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    Getty Images
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    Home Depot and Lowe’s share a common goal for their AI assistants, but their strategies diverge

    CX Dive spoke with the two retailers to understand how their AI assistants are helping shoppers navigate the tricky home improvement category.

  • People walk through a convention hall.
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    Bryan Wassel/CX Dive
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    Top customer experience events to attend in 2027

    CX practitioners can hear from other leaders, analysts and executives and discuss strategies to surmount new and perennial experience challenges.

  • People walking down a city street.
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    Daphne Howland/CX Dive
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    Gap unveils AI-assisted shopping, three decades after its first website

    Starting Monday, customers can get recommendations from the Alta Daily and Daydream platforms. Banana Republic and Old Navy are also launching conversational shopping agents.

  • A person uses an AI chatbot on a smartphone while sitting in front of a computer
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    Getty Images
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    Consumers favor AI shopping assistants from brands they already use and trust

    Companies should be wary of leveraging brand trust when considering the rollout of an AI shopping assistant.

  • People walking by Nordstrom's New York City store at the holidays.
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    Daphne Howland/CX Dive
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    Retailers, consumers both on edge as the holidays approach

    Consumers are starting their holiday shopping earlier and seeking value, as rising prices pressure budgets.