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  • A building with a pitched roof and "Athleta" in big block letters is seen at a slant from below.
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    Daphne Howland/CX Dive
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    Gap revamps brand experiences as sales decline

    Gap is improving the omnichannel shopper experience for Athleta and Banana Republic with nods to their activewear and luxury heritages.

  • A photo of a grabango checkout kiosk being used by a shopper.
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    Permission granted by Grabango
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    How leaders see the future of the c-store experience

    Standing out from the crowd is top of mind, according to a survey by Incisiv — though executives listed multiple ways that could be accomplished.

  • Woman shopping online with a smart phone
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    oatawa via Getty Images
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    Consumers’ top online shopping pet peeves

    Slow website loading times are the biggest drain, Contentsquare found, followed by excessive pop-ups and unavailable items.

  • Hyundai's new Sante Fe SUV is reveled during a presentation at the Los Angeles Auto Show.
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    Courtesy of Hyundai Motor Group
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    Hyundai says Amazon partnership will improve car-buying process

    The online sales partnership comes as car buyers become more frustrated with the traditional vehicle purchase process.

  • Walmart storefront.
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    Kaarin Vembar/CX Dive
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    Customer flexibility is paramount to Walmart’s investment strategy

    Investments in store remodels, new fulfillment centers and generative AI will give customers more control over when and how they receive orders.

  • New York CXO Tonya Webster poses for a headshot.
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    Nick F. Nelson

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    What’s top of mind for NY’s first CXO

    Tonya Webster spoke with CX Dive about her priorities as NY’s first CXO, detailing how she plans to navigate government intricacies to improve New Yorkers' experience.

  • A Target cashier checks out a customer
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    Scott Olson/Staff via Getty Images
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    Target combines atmosphere, associates and value to drive holiday CX

    The retailer is leaning into seasonal experiences to build loyalty with customers and offset weak sales.

  • Interior of the Roosevelt Field Shopping Mall
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    The image by Terry Ballard is licensed under CC BY 2.0
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    Simon introduces AI-driven holiday shopping tool

    The HolidAI Gift Finder experience will roll out at two properties — one in New York and another in California — this season. 

  • Header image for "How CFOs Should Gauge the Value of Attending In-Person Events"
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    Caiaimage/Martin Barraud
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    The top customer experience conferences to attend in 2024

    Some of these events cover the whole of the CX industry, others look at its intersection with digital transformation and employee experience. All have something to offer a CX leader.

  • Shoppers wait in line at a major retailer
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    Jessica McGowan / Stringer via Getty Images
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    On Black Friday, experiential retail takes a backseat to efficiency

    Shoppers braving the crowds aren’t looking for a personal assistant — they know what they want, and they want it fast.

  • A person shops online
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    Urupong via Getty Images
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    4 principles for AI use in retail: NRF

    The organization is providing a framework to encourage the proper application of artificial intelligence technology, with an emphasis on consumer trust.

  • Home Depot storefront
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    Tim Boyle/Staff via Getty Images
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    Home Depot realigns its business in pursuit of professional customers

    New leadership, tools for associates and digital search upgrades are aimed at serving professionals, but all customers can expect to benefit.

  • Los Angeles Metro train in downtown LA.
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    Dan Zukowski/CX Dive
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    LA Metro tries to woo riders with CX improvements

    Mass transit ridership took a hit in the pandemic. Now, the agency is rolling out the red carpet to bring riders back.

  • Amazon Fresh storefront in Woodland Hills, California.
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    Jeff Wells/CX Dive
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    Amazon sets the pace in grocery personalization, Dunnhumby finds

    The e-commerce giant earned the top score in a report released Tuesday by the data analysis firm, followed by H-E-B, Kroger and Giant Eagle.

  • A person holds a smartphone with a product review icon on a website page.
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    ChadaYui via Getty Images
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    Coalition pushes to ‘stop fake reviews’ as they proliferate

    Amazon, Expedia, Glassdoor and others are cracking down on the widespread practice.

  • Whole Foods
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    Courtesy of Whole Foods Market
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    Amazon is extending grocery delivery and pickup to non-Prime users nationwide

    The online services are now available to non-members throughout the U.S. through Amazon Fresh and will soon expand to markets where Whole Foods operates.

  • A photo of a Lyft logo on a car's dashboard.
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    Kelly Sullivan/Stringer/Getty Images Entertainment via Getty Images
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    Lyft boosts bottom line with premium rides, economy options

    The ride hailing company is taking a “customer-obsessed” approach to its offerings, prioritizing choice for women and nonbinary riders. 

  • An in-store pizza shop at a grocery store.
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    Permission granted by Giant Food
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    Order up! How grocers are replicating the restaurant experience in retail

    As the gap widens between grocery and restaurant prices, food retailers see an opportunity to turn up the heat on their made-to-order meals to lure cost-conscious consumers.

  • A woman walks past an H&R Block office.
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    Drew Angerer via Getty Images
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    H&R Block vows to make tax filing easier in bid to acquire customers

    The company is pushing app experience improvements ahead of the 2024 tax season amid worries the IRS will launch its own free tax filing app.

  • A white truck is parked in front of a Lowe's store on a clear, bright day.
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    Daphne Howland/CX Dive
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    Lowe’s targets experience-seeking millennials with DIY home repair classes

    Workshops and demos aim to build loyalty with young homeowners while offering more than the usual browsing experience.

  • An employee aids his colleague in a call center.
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    sturti via Getty Images
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    Want good customer experience? Improve your employee experience.

    MIT Technology Review Insights found that employees are looking for the same things as customers from a brand: personalization, values and efficiency.

    Updated Nov. 13, 2023
  • The eBay logo is displayed outside company headquarters.
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    Justin Sullivan via Getty Images
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    EBay focuses on buyer, seller experiences as demand lags

    Live shopping and generative AI-powered product listings are helping improve the experience for buyers and sellers alike.

  • A family walks down a Walmart aisle.
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    Courtesy of Walmart
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    Walmart adds sensory-friendly hours to all stores

    What started as a Saturday morning pilot during the back-to-school season has become a permanent daily feature across the retailer’s fleet.

  • A sign marks the location of a Warby Parker store on September 29, 2021 in Chicago, Illinois.
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    Scott Olson via Getty Images
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    Warby Parker invests in tech for holistic customer experience

    The vision care retailer is investing in its digital capabilities as it pursues a stronger tech stack, better user experiences and productivity gains. 

  • A woman looks at her phone while shopping
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    Aja Koska via Getty Images
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    Grocers need to put the customer first to build trust in AI initiatives

    A dunnhumby study found that consumer trust in grocers’ use of AI is low, but putting experiences over the bottom line can assuage their concerns.