The Latest

  • 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, OpenAI partner for purchases in ChatGPT

    As part of a larger partnership, the mass retailer will be available through the AI chatbot’s new Instant Checkout feature.

  • An image of a customer entering a Cava restaurant.
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    Mario Tama via Getty Images
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    Cava adds tiers, status matching to rewards program

    Consumers who can prove elite status in select loyalty programs at other brands will be able to slot seamlessly into the higher tiers of Cava’s system.

  • Two people walk down a store aisle past a sign that reads, "Everyday Low Price."
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    Joe Raedle via Getty Images
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    Ahead of the holidays, consumer sentiment remains muted

    Nearly 1 in 5 consumers are switching retailers — a tactic used mostly by younger generations, according to Wunderkind.

  • Contact center agents work in a row at call center.
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    Getty Images
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    Consumers see live human customer service as key to loyalty

    Nearly three in five consumers say help from real people helps create trust, according to a Ricoh survey.

  • a row of Delta planes on an airport tarmac
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    Andrew Harnik via Getty Images
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    Delta says its ‘relentless focus’ on customer experience pays off

    The air line roared into the fourth quarter, reporting $15.2 billion in revenue, led by premium, corporate and loyalty.

  • Stitch Fix Vision
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    Courtesy of Stitch Fix
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    Stitch Fix pilots generative AI style experience

    Stitch Fix Vision uses tech to provide clients with an image of their likeness in different environments wearing shoppable outfits.

  • Group of business people sitting at the table and discussing business outcomes.
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    Getty Images
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    CX leaders need to drive AI governance before it’s too late

    Businesses are moving full steam ahead without it, damaging their customer experience, loyalty and brand reputation in the process.

  • Several panelists discuss brand values on stage during a session at Advertising Week NY.
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    Credit: Shutterstock for Advertising Week New York

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    Why brands should stand firm on their values despite the fear of backlash

    Executives discussed the importance of brand values in growing loyalty and the future of inclusive strategies during Advertising Week New York.

  • A person walks past a store with a Fendi sign. The interior of the store is brightly lit and the exterior is dark and it appears to be nighttime.
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    Lauren DeCicca via Getty Images
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    For luxury brands, brick-and-mortar reigns, but online experience falls flat

    Luxury clients said personalized suggestions that fit their style and enhanced product visualizations would make their online experience more rewarding.

  • The inside of a Madison Reed color bar.
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    Permission granted by Madison Reed
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    How Madison Reed rolled out agentic AI to support, not replace, people

    The hair care company has focused on automating high-volume, low-friction tasks like membership management to free up stylists for more important work.

  • A Citizens Bank illuminated signage is framed between two walking pedestrians on the street.
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    Alamy
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    Citizens Bank rolls out student hub to increase customer engagement, loyalty

    The bank rolled out a resources section on its website geared toward offering holistic, personalized advice and resources for its student customers.

  • A close up of a man's hand holding a phone displaying a conversation with a chatbot.
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    Getty Images
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    CX quality is improving, no thanks to AI customer support

    Half of consumers are concerned that AI will impede their ability to connect to a human, according to Qualtrics XM Institute.

  • A promotional image of one of Starbucks' AmazonGo Locations
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    Courtesy of Starbucks
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    Why mobile-order and pickup-only restaurants fail

    Starbucks learned the hard way that customers care more about experience than efficiency. 

  • A person calls customer service on their cell phone
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    Getty Images
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    Consumers grow frustrated with unclear digital self service

    Most consumers say they have abandoned a digital task because it was too annoying, Liferay found.

  • An image showing some of Dunkin's branding pasted on the side of a building.
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    Courtesy of Dunkin'
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    Dunkin’ changes its rewards redemptions, again

    A Restaurant Dive analysis of new discount rates shows the coffee chain has largely made it more expensive to redeem items.

  • A customer examines a product in a grocery aisle.
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    Brandon Bell via Getty Images
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    Loyalty falls globally as tariffs and rising prices pressure consumer pocketbooks

    More than one-quarter of U.S. consumers said they can “no longer afford to be loyal” due to tariff-caused price hikes, SAP Emarsys found.

  • A glum woman looks at her computer
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    Getty Images
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    Companies are falling short on using AI for personalization

    Most CX leaders see the potential to better connect with customers using AI, but few say they have the knowledge to act on its potential.

  • A Sephora storefront in the mall
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    Cara Salpini/CX Dive
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    Retail’s love affair with incentivized reviews

    The beauty sector relies on incentivized reviews to attract attention — and sales — while some consumers grow skeptical of their authenticity.

  • A person types on a phone, interacting with a chatbot
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    Getty Images
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    AI chatbots consistently fall short on complex tasks

    Companies should let bots handle simple issues and escalate complex requests to AI-supported human agents to boost outcomes, loyalty and efficiency, according to Bain & Co.

  • A car sits underneath Taco Bell's new drive-thru camera stations, which are decorated in neon signage
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    Permission granted by Taco Bell Corp.
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    Chick-fil-A wins on order accuracy, experience at the drive-thru

    Speed of service improved slightly at quick-service restaurants, but mobile orders, app payments and customizations have created more complex transactions, Intouch Insight’s report revealed.

  • A customer service agent works at her computer.
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    sturti via Getty Images
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    Winning consumers back after a poor experience takes action, not words

    Business leaders and customers agree that resolution should be fast, but leaders place greater value in apologies, according to a survey released by Sprinklr.

  • Travelers check into a hotel.
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    Getty Images
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    Opinion

    Why the final moment of a customer journey matters more than the rest

    Customers judge an experience largely by how they felt at the most intense moment — good or bad — and at the end. But are CX leaders designing experiences for this cognitive bias?

  • fintechs executives data cfo
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    Getty Images
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    The C-suite agrees: Digital experience needs work

    Leaders need to create a sense of urgency to get other executives on board with their CX plans, according to Code and Theory’s Dan Gardner.

  • A photograph of a brick building with signage that says "Krystal"
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    Permission granted by Krystal
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    Krystal launches first loyalty program

    Consumers will earn 10 points for every dollar spent, as the QSR brand looks to drive frequency and increase check.

  • Attendees sitting in chairs at a conference.
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    Permission granted by Qualtrics
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    Top customer experience conferences in 2026

    CX leaders face fresh and perennial challenges in 2026, from agentic AI to falling loyalty. Here are the top events decision-makers are attending next year.