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  • Mobile shopping.
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    Retrieved from Piqsels.
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    Digital engagement fell as retail customers moved to mobile, study finds

    Smaller screens have led to shallower sessions and fewer purchases, Contentsquare's research of 25 billion sessions shows.

  • Amazon' fulfillment center located in Liberty, MO.
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    Permission granted by Amazon
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    Amazon says it removed over 7M fake goods in 2023

    Customer trust is difficult to earn and easy to lose, an Amazon executive said, making it crucial to curtail counterfeits.

  • People blurred walking through a shopping mall forum with escalators in the background.
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    wxin via Getty Images
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    How 7 companies are boosting brand loyalty

    From Target to Swarovski, brands are stepping up efforts to engage customers, rethinking loyalty and rewards programs or finding new ways to apply feedback.

  • A customer enters The North Face store.
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    Justin Sullivan via Getty Images
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    Good CX beats out price for customer loyalty, survey finds

    Four in 5 customers choose a better customer experience over cheaper pricing, according to a report from A Closer Look.

  • A Bed Bath & Beyond sign against a blue sky with puffy white clouds.
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    Daphne Howland/CX Dive
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    Beyond Inc. names chief customer officer, relaunches Overstock.com

    Carlisha Robinson was promoted to the role, as the company also announced the launch of Overstock.com this week.

  • Person works in an office with an orange wall behind depicting a view of the Hubspot logo
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    Courtesy of HubSpot
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    Customer success enters the limelight as an answer to SaaS market woes

    Businesses are charging customer success teams with driving revenue and growth, but they must do more with less as budgets remain stagnant.

  • A view from below of the CVS sign on the center of a building, with a vertical blue HealthHub sign to its right.
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    Mario Tama via Getty Images
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    Inside CVS Health’s push to transform customer experience

    The transformation, led by Deloitte Digital, focused on increasing customer feedback to identify pervasive issues and closing the loop on customer inquiries.

  • Closeup shot of a woman paying using NFC technology in a cafe
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    Cecilie Arcurs via Getty Images
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    Digital wallets to overtake debit cards in stores: report

    Having already dominated e-commerce transactions, digital wallets are projected to overtake at least one traditional form of payment in stores, according a Thursday report by Worldpay.

  • Outside storefront image of The Home Depot
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    Courtesy of The Home Depot
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    Back to CX basics: Why employee experience matters, too

    Frontline workers shape customer experiences with a brand every day, making them an invaluable source of insight.

  • Attendees walk through an expo hall at AWS re:Invent 2023, a conference hosted by Amazon Web Services, at The Venetian Las Vegas on November 28, 2023 in Las Vegas, Nevada.
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    Noah Berger / Stringer via Getty Images
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    AWS, Salesforce upgrade contact center tech as generative AI creeps in

    New features in the AWS and Salesforce product suites seek to improve call analysis and help agents quickly resolve common inquiries.

  • A passenger checks-in for their flight at an airport kiosk.
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    Brandon Bell via Getty Images
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    Department of Transportation to review privacy practices of US airlines

    The review will look at how the largest 10 airlines collect, handle, maintain and use customers’ personal data.

  • A customer prepares a box for a return
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    Anna Gorbacheva via Getty Images
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    Return policies sway customer behavior: survey

    Store customers return less than online shoppers, and some rules are boosting in-store returns of online orders, according to the ICSC.

  • Accenture CEO Julie Sweet speaks onstage at the Yahoo Finance All Markets Summit on October 25, 2017 in New York City.
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    Cindy Ord / Stringer via Getty Images
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    Accenture thinks generative AI can level up CX, but data stacks need work

    The consulting firm is working with Best Buy to transform its contact center operations by leveraging data and generative AI.

  • A pedestrian walks past a Citibank branch on November 15, 2023 in Chicago, Illinois.
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    Scott Olson via Getty Images
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    Consumers are satisfied with banks, American Bankers Association survey finds

    The trade association presented its survey findings as evidence that the Consumer Financial Protection Bureau’s proposed regulations are unnecessary.

  • New logo display above produce wall at Manassa, Virginia, Sprouts Farmers Market
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    Peyton Bigora/CX Dive
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    Sprouts loyalty program looks to significantly boost first-party data collection

    Set to pilot this summer, the specialty grocer’s loyalty program will operate on a points-based system and offer better insights into shopper behavior.

  • A man checks his phone and computer at the same time
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    artiemedvedev via Getty Images
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    E-commerce expectations are high, and well-organized reviews are a must

    Consumers consider on-site reviews part of a good experience, while poor customer service can prevent them from returning, a Celigo survey found.

  • Travelers stand at a check-in area in front of an Alaska Airlines sign.
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    Mario Tama via Getty Images
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    Alaska Airlines launches $5 per month loyalty subscription

    Alaska Access offers customers early access to sale flights, a monthly Wi-Fi voucher and a personalized fare page.

  • Rear view personal perspective of diverse executive team video conferencing with male CEO and discussing data.
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    AzmanL via Getty Images
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    Back to CX basics: How to speak the language of the C-suite

    Customer experience leaders are positioned to bring their fellow executives on board through the use of smart metrics and strong storytelling.

  • close up of a woman typing on a laptop
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    SeventyFour via Getty Images
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    Most retail leaders say AI plays an important role in search strategies

    Retail leaders cited improved accuracy and relevance as the two biggest roles AI can play, according to a new Algolia and Coleman Parkes Research survey.

  • Customers make purchases at a T. J. Maxx store.
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    Scott Olson via Getty Images
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    Companies aren’t fulfilling customer service promises, employees say

    Customer expectations grew during the pandemic, but companies aren’t adequately staffing workplaces to keep pace, according to Gallup analysis.

  • Bud Light sits on a store shelf.
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    Joe Raedle via Getty Images
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    Anheuser-Busch thanks BEES platform for customer satisfaction boost

    The beverage company’s business-to-business e-commerce platform grew its net promoter score as well as its bottom line.

  • An escalator in a Dick's Sporting Goods store
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    Justin Sullivan / Staff via Getty Images
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    Dick’s leans into experiential House of Sports format to fuel growth

    The sporting goods retailer wants to open as many as 100 House of Sports locations, with features like rock climbing walls and indoor tracks, by 2027.

  • Consumer Financial Protection Bureau Director Rohit Chopra standing at a podium on stage.
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    Lynne Marek/CX Dive
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    CFPB warns of ‘dangers’ on standards for open banking

    “We know dangers exist when more powerful players weaponize industry standards,” Consumer Financial Protection Bureau Director Rohit Chopra said in advance of finalizing an open banking rule later this year.

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    Drew Angerer via Getty Images
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    Arise to pay $2M to customer service agents for alleged wage theft

    The customer service company misclassified at least 250 workers in the District of Columbia as independent contractors and failed to pay minimum wages, the attorney general alleged.

  • Afterpay logo on a phone screen
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    Courtesy of Afterpay
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    Afterpay expands merchant partners as it looks past apparel

    In addition to Kendra Scott and Diane von Furstenberg, the installment payments provider is bringing on brands like Made In Cookware.