Bryan Wassel
ReporterBryan Wassel is a reporter for CX Dive and helped launch the publication in 2023. Prior to joining Industry Dive, Bryan covered the retail and grocery industries for publications including Retail TouchPoints and The Food Institute. He grew up in New Jersey and currently lives in Philadelphia.
396 articles by Bryan Wassel
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Dave & Buster’s dials back some of its ‘confusing’ experience changes
June 13, 2025 -
Stitch Fix personalization investments show signs of paying off
June 11, 2025 -
How ButcherBox infused its unique identity into its loyalty program
June 11, 2025 -
Generative AI enters ‘recommendation era’ as search falls to the wayside
June 9, 2025 -
Want to encourage generative AI use? Reassure customers that humans are available
June 9, 2025 -
Five Below CEO credits ‘maniacal focus’ on CX for a strong quarter
June 5, 2025 -
Call center agents aren’t promoting self-service
June 5, 2025 -
Dollar General customer satisfaction rises as it balances ‘value and convenience’
June 3, 2025 -
Kohl’s interim CEO to stay the course of its CX turnaround plan
June 2, 2025 -
Ulta’s 45 million loyalty members will drive its personalization plans
May 30, 2025 -
Best Buy wants AI to offer customers fewer — but more relevant — search results
May 29, 2025 -
Dick’s Sporting Goods plans aggressive omnichannel experience investments
May 28, 2025 -
For Williams-Sonoma, customer service starts in the supply chain
May 27, 2025 -
BJ’s Wholesale Club is willing to sacrifice margin for digital convenience
May 22, 2025 -
Experience wins can’t save Target from a disappointing quarter
May 21, 2025 -
Home Depot is ‘laser focused’ on elevating customer service through associates
May 20, 2025 -
Cava has big plans for its loyalty program
May 19, 2025 -
Walmart stakes its claim on convenience as tariffs loom
May 16, 2025 -
Airbnb overhauls app with an emphasis on travel experiences
May 15, 2025 -
Ikea adds more ways for loyalty members to earn, redeem points
May 14, 2025 -
Spirit hunts for premium customers post bankruptcy
May 14, 2025 -
Expedia sees AI as the biggest change in experience since mobile
May 13, 2025 -
Applebee’s perks up its loyalty program with an emphasis on exclusivity
May 12, 2025 -
Pinterest pins its future to visual search experiences
May 9, 2025 -
Sonos puts faith in software updates to restore trust
May 8, 2025