Deep Dive
Industry insights from our journalists
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NPS has its flaws — but when is it the right tool for the job?
The fluidity of customer experiences means a single label or number often doesn't tell the whole story. For CX teams, that requires looking beyond NPS.
Bryan Wassel • Aug. 19, 2025 -
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How third-party conversational AI could upend customer service
Experts expect conversational assistants to take on the burden of making customer service queries for customers, but this creates new challenges for CX leaders.
Bryan Wassel • April 14, 2025 -
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Can Southwest make investors and its most loyal customers happy?
The airline has enjoyed unusual brand loyalty. But under activist pressure to shore up profits, Southwest is gambling with what customers love most.
Kristen Doerer • Updated March 19, 2025 -
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What the FTC’s ‘click-to-cancel’ rule means for customers
Canceling a subscription can prove frustrating for consumers. Will the Federal Trade Commission’s new regulation improve their experience?
Kristen Doerer • Oct. 22, 2024 -
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‘Everybody benefits’: Why the beauty industry needs to get serious about accessible packaging
Rare Beauty and Target have taken steps to develop guidance around universally accessible design. But the industry isn’t prioritizing it yet.
Caroline Jansen • Oct. 16, 2024 -
Retrieved from YouTube on September 18, 2024
How couponing communities are still thriving
Though it's been over a decade since TLC aired Extreme Couponing, shoppers are still deal-hunting — the methods have just changed.
Xanayra Marin-Lopez • Sept. 25, 2024 -
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Why consumers, not restaurants, are dictating value
Guests with tighter budgets are seeking out more affordable options, and restaurants — desperate for their dollars — are responding with a battle for the best value offer.
Julie Littman • Sept. 24, 2024 -
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Why more tech in stores shouldn’t mean fewer workers
Stores can automate more tasks than ever, including pricing, inventory management and checkout. But for theft prevention, customer service and brand engagement, they need humans.
Daphne Howland • April 15, 2024 -
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Personalization will rule restaurant loyalty programs in 2024
Major chains are using real-time consumer data and artificial intelligence to provide more personalized perks.
Danielle McLean • Jan. 8, 2024 -
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6 CX trends to boost ROI and retain customers
The recognition that customer experience is essential to business performance has led to its boom. Across industries, companies are investing in solutions to enhance customer interactions and increase brand loyalty.
Kristen Doerer and Bryan Wassel • Nov. 6, 2023 -
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Generative AI’s momentum casts uncertainty over the future of the IT service desk
Experts wonder what role these tier one technologists will play in IT departments moving forward, even if analysts believe fears of imminent job loss are overblown.
Lindsey Wilkinson • Aug. 21, 2023
