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.

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.

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 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.

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.

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.

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.

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. 

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.

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.

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 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.

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 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.

Coalition pushes to ‘stop fake reviews’ as they proliferate

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

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.

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. 

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.

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.

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.

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

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.

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.

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. 

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.