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Bryan Wassel

Reporter

Bryan 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.

Email [email protected]

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522 articles by Bryan Wassel

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Digital experience shortfalls, proof of ROI remain major concerns
Dec. 18, 2025
Most consumers interacted with AI customer service during holiday shopping
Dec. 17, 2025
Why points-based loyalty programs will rule 2026
Dec. 17, 2025
Scan-and-go, extended hours help Costco enhance its warehouse experience
Dec. 15, 2025
Rent the Runway’s NPS improvements boost financials
Dec. 12, 2025
Alaska Airlines works to simplify travel discovery with AI trip planning tool
Dec. 12, 2025
Cracker Barrel aims to win back traffic ‘one guest at a time’
Dec. 10, 2025
Who is willing to pay for premium experiences?
Dec. 9, 2025
Stitch Fix stems active client losses as attention turns to personalization
Dec. 8, 2025
Kroger targets convenience and flexibility in e-commerce
Dec. 5, 2025
Albertsons launches agentic AI shopping assistant
Dec. 4, 2025
Macy’s credits store experience with record Q3 NPS
Dec. 3, 2025
How AI shaped the Cyber Week experience, for better and for worse
Dec. 2, 2025
Unclear discounts put a damper on the Black Friday experience
Dec. 1, 2025
Lyft’s agentic AI cuts resolution times, adds 24/7 support
Dec. 1, 2025
Amazon Connect launches AI agents capable of autonomous action
Nov. 30, 2025
Zoom says its biggest contact center customers want AI
Nov. 25, 2025
BJ’s credits convenience for high digital sales growth
Nov. 24, 2025
How Amazon, Target and Walmart are approaching AI in customer experience
Nov. 24, 2025
Walmart’s incoming CEO sees AI as a ‘strong enabler’ of its experience
Nov. 20, 2025
Target updates operations so associates can spend more time with shoppers
Nov. 19, 2025
Home Depot benefits from fast delivery and well-stocked shelves
Nov. 18, 2025
Consumers will pay more for empathy
Nov. 18, 2025
Why Papa Murphy’s rebuilt its loyalty program around a single rule
Nov. 17, 2025
Consumers drawn to AI for help with gift-buying research
Nov. 13, 2025
Snipes courts Gen Z with a value-focused loyalty program
Nov. 12, 2025
Wendy’s CX improvements carve out a bright spot amid weak sales
Nov. 10, 2025
Expedia Group AI agents handle more than half of queries, CFO says
Nov. 7, 2025
Lyft, United connect their loyalty program perks
Nov. 6, 2025
Sonos wants to be at the center of ‘AI personalities’
Nov. 6, 2025
Hertz shows wins from customer service investments, names CX chief
Nov. 4, 2025
Walmart introduces AI tools for in-store and online holiday shopping
Nov. 3, 2025
What do shoppers want from AI this holiday season?
Nov. 3, 2025
Amazon expects agentic AI to revolutionize online experiences — eventually
Oct. 31, 2025
3 of the spookiest customer experiences
Oct. 30, 2025
Starbucks is getting faster at service, CEO says
Oct. 30, 2025
Verizon ‘must shift to a customer-first focus,’ new CEO says
Oct. 29, 2025
Wayfair invests in AI to power its customer experience push
Oct. 28, 2025
T-Mobile sets its sights on eliminating the ‘pain’ of signups and upgrades
Oct. 27, 2025
Lyft adds free loyalty program to its subscription lineup
Oct. 24, 2025
Amazon’s latest AI tool wants to help you decide between products
Oct. 23, 2025
The future of AI may be invisible, but it shouldn’t be secret
Oct. 22, 2025
Want to make a good impression online this holiday? Be reliable
Oct. 22, 2025
Bilt partners with Gopuff, lets members earn or redeem points with delivery orders
Oct. 20, 2025
Consumers embrace AI for research, but few have allowed it to make purchases
Oct. 20, 2025
FanDuel rolls out a casino loyalty program
Oct. 17, 2025
Williams-Sonoma deploys AI agents across its brand portfolio to offer 24/7 support
Oct. 15, 2025
Albertsons’ loyalty program continues upward trajectory
Oct. 14, 2025
Why holiday season store experiences should be helpful but unobtrusive
Oct. 14, 2025
Consumers see live human customer service as key to loyalty
Oct. 10, 2025
How Madison Reed rolled out agentic AI to support, not replace, people
Oct. 8, 2025
Consumers grow frustrated with unclear digital self service
Oct. 6, 2025
Companies are falling short on using AI for personalization
Oct. 6, 2025
Winning consumers back after a poor experience takes action, not words
Oct. 2, 2025
The C-suite agrees: Digital experience needs work
Oct. 2, 2025
Top customer experience conferences in 2026
Oct. 1, 2025
Good AI customer service is about not getting caught up in the details
Sept. 30, 2025
Why leaders and consumers have different ideas about loyalty
Sept. 29, 2025
The Children’s Place relaunches its loyalty program to deepen engagement
Sept. 26, 2025
Stitch Fix dials up personalization to reverse client declines
Sept. 26, 2025
How to drive adoption of contact center voice AI
Sept. 24, 2025
Where companies fall short in their personalization efforts
Sept. 24, 2025
Walmart boosts search accuracy across languages with better translations
Sept. 23, 2025
FedEx powers real-time tracking and order communication for Best Buy
Sept. 19, 2025
After logo backlash, Cracker Barrel turns to loyalty members for feedback
Sept. 18, 2025
Gopuff wants to build on its reliability with a more personalized, transparent website
Sept. 18, 2025
AI shopping tools are evolving, but are they ready for the holidays?
Sept. 16, 2025
American Express wants to simplify travel planning for its cardholders
Sept. 15, 2025
A bipartisan bill wants to keep call centers in the US. Here’s how leaders can prepare.
Sept. 15, 2025
Chewy wants to make Chewy+ the top pet membership program
Sept. 11, 2025
Ralph Lauren rolls out AI-powered assistant to dole out fashion advice
Sept. 10, 2025
How Verizon broke down data silos with its Center of Enablement
Sept. 10, 2025
How 1-800-Flowers plans to revitalize its experience, loyalty program
Sept. 9, 2025
Amazon integrates Lens visual search with its AI shopping assistant
Sept. 5, 2025
Salesforce still sees a place for live customer service agents after massive cuts
Sept. 4, 2025
Macy’s reimagined stores continue to outperform in sales and NPS
Sept. 3, 2025
Williams-Sonoma scales AI customer service assistant across portfolio
Sept. 2, 2025
How 3 quick-service restaurants are looking to CX to revive traffic
Sept. 2, 2025
Kohl’s knows it has an ‘inconsistent in-store experience,’ interim CEO says
Aug. 27, 2025
3 challenges CX leaders will face for the rest of 2025
Aug. 27, 2025
Customer surveys alone are insufficient for understanding CX, study finds
Aug. 25, 2025
Zoom stakes the future of its contact center business in AI
Aug. 22, 2025
Walmart’s AI assistant will be ‘primary vehicle’ for shopping, CEO says
Aug. 21, 2025
Lowe’s credits associate-facing app for customer satisfaction boost
Aug. 21, 2025
Target’s incoming CEO makes consistent experiences a top priority
Aug. 20, 2025
Home Depot focuses on faster deliveries to boost satisfaction
Aug. 19, 2025
NPS has its flaws — but when is it the right tool for the job?
Aug. 19, 2025
AI delivers the best customer support when it’s enhancing humans, study finds
Aug. 18, 2025
Cava deploys tech to free up workers’ time to connect with guests
Aug. 13, 2025
Fanatics goes all in on exclusivity with launch of new loyalty program
Aug. 12, 2025
Wendy’s wants good experiences to drive frequency as consumers pull back spending
Aug. 11, 2025
Stitch Fix adds more AI experiences, but stylists aren’t forgotten
Aug. 11, 2025
Pinterest has ‘effectively become an AI-enabled shopping assistant,’ CEO says
Aug. 8, 2025
Burger King, Tim Hortons see highest customer satisfaction in years
Aug. 7, 2025
McDonald’s loyalty program is making progress, but executives see work ahead
Aug. 6, 2025
Bipartisan call center bill seeks to deter offshoring, disclose AI use
Aug. 6, 2025
Yum Brands turns to AI to aggregate social media, third-party reviews
Aug. 5, 2025
Starbucks sees a CX future in its coffeehouse roots. Is that enough?
Aug. 5, 2025
Amazon zeroes in on delivery speed, pursues greater AI ambitions
Aug. 1, 2025
Ebay CEO: AI ‘continues to fundamentally change’ customer experience
July 31, 2025
4 takeaways from Starbucks’ customer experience plans
July 30, 2025
Starbucks puts human connection at the forefront of new service strategy
July 29, 2025
Half of customer service queries start on third-party platforms, survey finds
July 29, 2025
How generative AI is reshaping the CX practice
July 22, 2025
Want a great quick-service restaurant experience? Keep it fast and efficient
July 21, 2025
Value remains a top draw of loyalty programs
July 18, 2025
CX leaders expect technology budget growth as AI readiness lags
July 16, 2025
Albertsons sees digital success, but the channel has yet to turn a profit
July 15, 2025
How Bookshop.org drives customer loyalty on a tight budget
July 15, 2025
Customers back up their initial searches for local businesses with reviews
July 11, 2025
ASOS launches loyalty program as part of turnaround effort
July 10, 2025
Sam’s Club adds more value to its membership with pet perks
July 9, 2025
Leaders think they’re doing a good job on CX. Customers don’t agree.
July 9, 2025
Chewy, Zappos, H-E-B among companies that buck CX decline
July 7, 2025
Want to deliver better customer experience? Align it with your brand experience
July 7, 2025
As Champs reimagines stores, mall convenience meets e-commerce perks
July 1, 2025
Few consumers trust retailers to use their data responsibly, research finds
June 27, 2025
US customer experience quality hits an all-time low, Forrester finds
June 26, 2025
Verizon creates dedicated role for handling customer inquiries from start to finish
June 25, 2025
Walmart’s latest AI feature aims to help associates overcome language barriers
June 24, 2025
Lowe’s loyalty program’s core objective? Drive one more trip
June 24, 2025
Kroger CEO sees experience as its second market-share driver
June 20, 2025
Amazon CEO: AI agents will shrink staff but improve CX
June 18, 2025
Customers keep coming back when product information is easy to find
June 17, 2025
Consumers turn to AI for faster, natural language product searches
June 17, 2025
Want to prepare for generative AI? Get your knowledge base up to par
June 16, 2025
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
Why Lyft’s CEO regularly spends time as a driver
May 8, 2025
One year later, Target calls express self-checkout a success
May 7, 2025
EBay rolls out conversational AI shopping agent
May 6, 2025
Amazon remains bullish on AI as Alexa+ rolls out
May 5, 2025
Shake Shack rolls out digital menu boards, combos to speed up drive-thru
May 2, 2025
For eBay, experiences are all about AI
May 1, 2025
Starbucks’ employee, algorithm investments show signs of paying off
April 30, 2025
Should companies tie NPS scores to employee bonuses?
April 30, 2025
Uber becomes Delta’s latest loyalty program partner
April 28, 2025
Google keeps feedback, experience top of mind as it expands AI search
April 25, 2025
Chipotle wants its workers to smile for customers
April 24, 2025
Traffic, out-of-stocks contribute to falling store CX during peak times
April 23, 2025
Verizon plans AI-driven experiences as it fights customer churn
April 22, 2025
Consumers want swift customer service no matter the channel
April 21, 2025
How KFC’s customer listening program helps it nail the first experience
April 21, 2025
Generational needs in apparel CX can be met by common store design principles
April 18, 2025
Albertsons credits app experience, loyalty for digital sales boost
April 16, 2025
Rent the Runway rethinks customer service approach
April 15, 2025
Online shopping brings convenience but lacks joy
April 15, 2025
How third-party conversational AI could upend customer service
April 14, 2025
Consumers say product discovery is key to better shopping experiences, survey finds
April 11, 2025
Customers want easier search experiences
April 11, 2025
Investments in convenience pay off for Sam’s Club
April 9, 2025
Dave & Buster’s overhauls its remodel strategy as sales continue to fall
April 8, 2025
Amazon pilots AI app feature that can buy items from third-party sites
April 7, 2025
5 CX experts on how leaders can tackle tariff challenges
April 4, 2025
Nearly half of US consumers use AI tools when shopping online, study finds
April 4, 2025
How Applebee’s designed its customer insights program
April 2, 2025
Travel perks can spice up loyalty, but customers still seek financial benefits
April 2, 2025
David’s Bridal CEO on transforming the brand experience for today’s brides
April 1, 2025
Why Shake Shack’s parent company ties employee experience to CX
March 25, 2025
4 experts on the role of generative AI in CX
March 24, 2025
Sam’s Club and Chime put people first in their AI implementations
March 21, 2025
Most executives see the potential of AI for experiences, but many remain wary
March 20, 2025
How Indeed creates a ‘shared vocabulary’ around customer data
March 19, 2025
Inside Lowe’s loyalty program revamp
March 19, 2025
Ulta reexamines in-store basics after losing beauty market share
March 17, 2025
Most consumers wouldn’t let AI make purchases on their behalf, study finds
March 17, 2025
Dollar General turns to experience to further boost sales
March 13, 2025
Dick’s Sporting Goods builds on store success with employee investments
March 12, 2025
Kohl’s turns to simpler, reliable experiences to improve its fortunes
March 11, 2025
Macy’s revamped stores shine as it sheds underperforming locations
March 10, 2025
Best Buy prioritizes omnichannel experience, returns to sales growth
March 7, 2025
Lowe’s, Home Depot bring advice online with AI-powered tools
March 6, 2025
Target aims to triple its paid loyalty program membership in three years
March 5, 2025
Target puts reliability at the forefront of its CX strategy
March 4, 2025
Luxury shoppers embrace AI, but remain wary of sharing personal information
March 3, 2025
Warby Parker pushes CX investments in-store and online
Feb. 28, 2025
Bath & Body Works’ loyalty shines as it aims for a return to sales growth
Feb. 28, 2025
EBay turns to AI to power the future of e-commerce experiences
Feb. 27, 2025
As long wait times persist, customers embrace AI for speedier service
Feb. 27, 2025
Lowe’s boasts growth in DIY loyalty, pro sales
Feb. 26, 2025
Home Depot doubles down on pro customer experience
Feb. 25, 2025
Domino’s targets long-term growth with loyalty, website and app upgrades
Feb. 24, 2025
Shake Shack boasts speedier service
Feb. 21, 2025
Walmart’s push for convenience pays off in membership growth
Feb. 20, 2025
Etsy refines search experience for ‘people that don’t speak merch’
Feb. 19, 2025
Lowe’s simplifies its professional contractor loyalty program
Feb. 18, 2025
How return policies impact the post-purchase experience
Feb. 18, 2025
CVS reaps benefits of improved pharmacy experience
Feb. 13, 2025
Lyft offers assistance for drivers, premium options to fuel growth
Feb. 13, 2025
American names chief customer officer, creates CX team
Feb. 11, 2025
McDonald’s looks to loyalty to recapture traffic after disappointing quarter
Feb. 10, 2025
Amazon prioritizes AI-powered convenience, fast delivery in 2025
Feb. 7, 2025
Yum Brands looks to unified tech platform to drive CX plans
Feb. 6, 2025
Chipotle builds 2025 around ‘total guest experience,’ CEO says
Feb. 5, 2025
Tractor Supply taps into loyalty to drive cross-banner success
Feb. 4, 2025
T-Mobile leaders credit customer centricity for record growth
Feb. 3, 2025
Starbucks CEO zeroes in on ‘bringing order to mobile ordering’
Jan. 31, 2025
Chewy holds the top spot as overall satisfaction with online retail declines
Jan. 30, 2025
Starbucks invests in employees, order fulfillment to drive customer experience
Jan. 29, 2025
Foot Locker puts associates at the heart of its NYC flagship store’s experience
Jan. 28, 2025
Verizon’s investments in AI-driven personalization help fuel growth
Jan. 27, 2025
In CX, generative AI needs to walk before it can run
Jan. 27, 2025
American Airlines boasts record loyalty enrollments in 2024
Jan. 24, 2025
How Cisco aims to understand customers’ needs better than they do
Jan. 22, 2025
How retailers are approaching customer experience in 2025
Jan. 20, 2025
How Circle K turns customer feedback into actionable insights
Jan. 16, 2025
Ulta Beauty has big plans for its personalization efforts in 2025
Jan. 15, 2025
Sweetgreen CTO shares the chain’s data-focused approach to CX
Jan. 15, 2025
Baskin-Robbins’ new loyalty program aims to balance simplicity and variety
Jan. 13, 2025
AT&T aims to draw customers with service guarantee
Jan. 9, 2025
Albertsons boasts 15% loyalty member growth
Jan. 9, 2025
5 customer experience trends to watch in 2025
Jan. 8, 2025
Consumers embraced generative AI for holiday shopping
Jan. 7, 2025
Concerns linger even as consumers embrace generative AI
Jan. 7, 2025
E-commerce, media behind in digital accessibility, study finds
Jan. 3, 2025
Customers want payment convenience during and after transactions
Jan. 3, 2025
Consumers want deals, convenience from personalization, survey finds
Jan. 2, 2025
Darden Restaurants begins POS rollout as it pursues speedier service
Dec. 19, 2024
Brand loyalty is down from 2022 levels, study finds
Dec. 18, 2024
Lines can make customers rethink a shopping trip, survey finds
Dec. 17, 2024
5 customer experience predictions for 2025
Dec. 17, 2024
Customer service teams are behind on AI usage policies
Dec. 17, 2024
3 strategies for executing the new global CX standards
Dec. 16, 2024
Dave & Buster’s CEO out, but his CX strategy marches on
Dec. 13, 2024
Stitch Fix values flexibility in push for better client experiences
Dec. 13, 2024
Lowe’s puts tech first in its 2025 CX plans
Dec. 11, 2024
Rent the Runway improves customer onboarding to drive loyalty, engagement
Dec. 10, 2024
How to perfect customer service for holiday-stressed customers
Dec. 10, 2024
Ulta Beauty’s loyalty program hits 44.4M members
Dec. 6, 2024
Chewy returns to member growth with better site experiences
Dec. 6, 2024
Foot Locker’s loyalty revamp shows early signs of success
Dec. 4, 2024
Best Buy makes inspiring customer curiosity a priority for the holidays
Dec. 3, 2024
Black Friday, slower in 2024, still has plenty of CX lessons to share
Dec. 2, 2024
Consumers find customer service as stressful as the initial problem, survey finds
Dec. 2, 2024
Bath & Body Works hits 38M loyalty members
Nov. 26, 2024
Gap Inc. plans more CX improvements as reinvigoration plan pays off
Nov. 25, 2024
Expectations for Black Friday experiences are changing. Here’s how.
Nov. 25, 2024
Walmart makes convenience a priority as it grows e-commerce market share
Nov. 21, 2024
How new global CX standards aim to conquer data management challenges
Nov. 21, 2024
Lowe’s courts pros while leveraging loyalty to engage DIY shoppers
Nov. 20, 2024
Google Lens can now tailor search results to the store you’re in
Nov. 19, 2024
How consumers are using social media for holiday customer service
Nov. 15, 2024
Retailers confront trust issues as generative AI becomes commonplace
Nov. 15, 2024
What CX experts are watching in Trump’s second term
Nov. 14, 2024
Cava emphasizes people over technology in its CX upgrades
Nov. 13, 2024
Home Depot caters to professional contractors with CX role
Nov. 12, 2024
Eventbrite upgrades customer support as revenue dips
Nov. 12, 2024
How synthetic data might shape consumer research
Nov. 11, 2024
Expedia Group boosts app user experience, loyalty offerings
Nov. 8, 2024
Taco Bell puts AI front-and-center in drive-thru strategy
Nov. 8, 2024
Lowe’s bulks up loyalty benefits with personalized tools and advice
Nov. 6, 2024
David’s Bridal turns brides into influencers through its loyalty program
Nov. 6, 2024
Wendy’s credits tech for better drive-thru experiences, employee satisfaction
Nov. 1, 2024
Most consumers prefer live agents for customer service, survey finds
Nov. 1, 2024
Starbucks brews CX plans to improve in-store, mobile ordering
Oct. 31, 2024
McDonald’s boasts faster drive-thru order times, higher satisfaction in Q3
Oct. 30, 2024
How The Vitamin Shoppe builds flexible customer experiences
Oct. 30, 2024
More CMOs are making strategies with customers in mind, study finds
Oct. 28, 2024
A look at how culture, employee experience fit into global CX standards
Oct. 28, 2024
T-Mobile to tap AI for preemptive customer service
Oct. 24, 2024
Verizon sees CX as key pillar in its fight against customer churn
Oct. 23, 2024
CX leaders are looking beyond chatbots with AI investments
Oct. 23, 2024
Ally Financial touts high satisfaction and retention for its digital banking tools
Oct. 21, 2024
Customer service company TTEC faces lawsuit alleging labor violations
Oct. 18, 2024
United credits tech and staff investments for rising NPS scores
Oct. 17, 2024
Experiences bring shoppers in-store. How can retailers stand out?
Oct. 17, 2024
Google revamps shopping feature with AI-powered product curation
Oct. 15, 2024
Zendesk, Zoom unveil AI voice tech for contact center operations
Oct. 14, 2024
Amazon rolls out AI Shopping Guides for curated product discovery
Oct. 11, 2024
Voice technology can drive customer service efficiency, but barriers remain
Oct. 11, 2024
Walmart advances AI ambitions with LLM trained on its own data
Oct. 9, 2024
Holiday shopping spans multiple channels. Here’s how retailers can meet CX needs.
Oct. 8, 2024
David’s Bridal wants to be your wedding copilot
Oct. 8, 2024
Will Google’s updated AI features up the ante for search experiences?
Oct. 4, 2024
Why in-store customer satisfaction drops during peak periods
Oct. 3, 2024
Half of global consumers will share personal data for better experiences, study finds
Oct. 3, 2024
Sam’s Club, Costco link higher staff salaries to CX improvements
Oct. 1, 2024
Top customer experience conferences in 2025
Oct. 1, 2024
NPS creator details new global standards for customer experience
Sept. 30, 2024
Customers don’t want to call back — they want first-contact resolution
Sept. 26, 2024
AutoZone credits its customer-first mindset for sales growth
Sept. 26, 2024
How Jackson Family Wines brought wine country online
Sept. 25, 2024
Google joins the AI-powered customer service assistant gold rush
Sept. 24, 2024
Darden Restaurants turns to dining speed to improve sales
Sept. 20, 2024
T-Mobile, OpenAI to equip customer care agents with AI platform
Sept. 19, 2024
Salesforce expands access to unstructured data to fuel customer insights
Sept. 18, 2024
How to use NPS
Sept. 17, 2024
Customer experience data is underused in business decisions, leaders say
Sept. 16, 2024
Kroger zeroes in on customer experience to build loyalty and sales
Sept. 13, 2024
Dave & Buster’s prioritizes tech investments on the hunt for better experience
Sept. 12, 2024
Shoppers want personalization online, in-store and on customer service calls
Sept. 11, 2024
Back to CX Basics: The potential — and pitfalls — of NPS
Sept. 10, 2024
CX vendors say contact centers are getting a return on AI chatbot investments
Sept. 9, 2024
Rent the Runway’s UX revamp helps power new customer growth
Sept. 9, 2024
Dick’s keeps expanding its experiential store footprint to fuel sales growth
Sept. 6, 2024
5 trends shaping the future of customer service
Sept. 5, 2024
Is customer experience Best Buy’s key to sales growth?
Sept. 3, 2024
Office Depot parent company rolls out generative AI assistant to 900 stores
Aug. 30, 2024
Salesforce bets on generative AI agents as the future of customer service
Aug. 29, 2024
Nordstrom credits faster supply chain operations for improved CX
Aug. 28, 2024
Bloomin’ Brands turns to Delta executive to lead the company amid CX push
Aug. 27, 2024
How chatbots can personalize self-service interactions
Aug. 26, 2024
Zoom doubled its contact center customers in the past year. Can it maintain the momentum?
Aug. 23, 2024
Target’s self-checkout, generative AI efforts contribute to increased traffic
Aug. 22, 2024
Self-service often falls flat. Here’s how CX leaders can fix it.
Aug. 21, 2024
Lowe’s continues to upgrade in-store experiences in pursuit of pro customers
Aug. 21, 2024
Consumers frustrated by inability to switch from self-service to live agent, survey finds
Aug. 20, 2024
Will Brian Niccol’s CX success as CEO of Chipotle translate to Starbucks?
Aug. 19, 2024
Walmart used AI to crunch 850M product data points and improve CX
Aug. 15, 2024
Why Delta focuses on change management in CX technology rollouts
Aug. 15, 2024
Home Depot wants to help associates help professional customers
Aug. 13, 2024
How restaurant loyalty programs can drive more traffic and improve experiences
Aug. 13, 2024
Good loyalty programs drive word-of-mouth recommendations
Aug. 6, 2024
Credit card holders still want the phone to resolve complex tasks
Aug. 5, 2024
EBay’s AI investments fuel streamlined experiences for buyers and sellers
Aug. 1, 2024
Beyond invests in digital CX basics in push for profitability
July 31, 2024
McDonald’s says experience is the answer to sales slump
July 30, 2024
Google granted cookies a stay of execution. Is it still time to move on?
July 29, 2024
CX transformation is coming, and cross-department collaboration will be key
July 26, 2024
Southwest, citing customer preference, bids farewell to open seating
July 25, 2024
In-store experience wins out as customers want to see and touch purchases
July 25, 2024
Google sees potential for generative AI to boost CX while saving money
July 24, 2024
Cookies are safe, Google says. Will this change data collection plans?
July 23, 2024
NPS creator Bain & Co. joins Kantar, Qualtrics to reinvent CX standards
July 23, 2024
Airlines aim to mitigate customer frustration following mass delays and cancellations
July 19, 2024
Lawsuit accuses Patagonia’s customer support of violating privacy rights
July 18, 2024
Salesforce launches customer-facing generative AI assistant
July 17, 2024
Generative AI will lead to fewer agents with more advanced skill sets, Forrester finds
July 17, 2024
Nearly all leaders feel unprepared for third-party cookie phaseout, study finds
July 15, 2024
Customers’ trust in AI is dismal, but that shouldn’t dissuade service leaders
July 15, 2024
Delta focuses on premium experiences to offset increasing costs
July 12, 2024
Samsung turns to AI to bridge the customer intent service gap
July 11, 2024
5-star experiences drive long-term customer value
July 10, 2024
Starbucks streamlines beverage making, creates role to speed service
July 10, 2024
Mobile apps drive fast food satisfaction — so long as service is speedy
July 8, 2024
After installing self-service kiosks, Ikea says it can assist 6 times as many customers
July 8, 2024
Amazon adds step-by-step guides to its AI assistant’s capabilities
July 2, 2024
Restaurant customer satisfaction grows despite rising prices, ACSI finds
July 1, 2024
Walgreens promises better CX as it shrinks store footprint
June 28, 2024
Companies don’t need pricey tech to improve customer service, Gartner says
June 27, 2024
For call centers, cost cuts still fuel the offshoring allure
June 26, 2024
Shoppers don’t love in-store experiences as much as retailers think, study finds
June 25, 2024
Foot Locker makes it easier for loyalty members to earn and redeem rewards
June 25, 2024
Kroger associates help drive ‘dramatically reduced’ order fulfillment times
June 21, 2024
Happy customers pay more for service, survey finds
June 20, 2024
Most shoppers want human interactions when making returns, survey finds
June 20, 2024
Generative AI is changing the role of agents. How can managers adapt?
June 18, 2024
5 considerations for how contact center agents fit into an AI future
June 14, 2024
Dave & Buster’s sees customer satisfaction growth despite higher game prices
June 14, 2024
When it comes to generative AI, rollouts need planning — and patience
June 14, 2024
A look at Verizon’s individualized approach to customer experiences
June 12, 2024
Most top CX teams have already invested in AI, survey finds
June 12, 2024
EBay looks beyond transactions to deliver personalized customer service
June 11, 2024
Walmart tests in-app generative AI shopping assistant
June 10, 2024
How retailers can fight theft without hurting customer experience
June 10, 2024
How engaged employees can become evangelists for new tech rollouts
June 6, 2024
Business leaders called to reinvigorate connections with remote call center agents
June 5, 2024
Best Buy balances tech and staff investments to boost customer experience
June 3, 2024
Home Depot names EVP of customer experience
May 31, 2024
How leaders can reassure agents in the AI-powered contact center
May 30, 2024
Target’s express self-checkout garners high customer satisfaction scores
May 29, 2024
Fraud prevention efforts boost customer satisfaction, study finds
May 28, 2024
Why summer can be a testing ground for holiday season preparedness
May 24, 2024
Macy’s shows 5% NPS gains at First 50 stores piloting experience investments
May 22, 2024
Lowe’s customer satisfaction rises as it rolls out new in-store tech tools
May 21, 2024
Home Depot pursues contractors with CX upgrades
May 20, 2024
Amazon cuts global customer service staff by less than 1%
May 17, 2024
Verizon harnesses AI for better experiences, but associates still take point
May 15, 2024
Call center agents feel the pressure, and it’s hurting customer service
May 15, 2024
Senate Democrats push to keep call center jobs in US
May 13, 2024
Call center data security can be complex. Here’s how to keep information safe.
May 13, 2024
Online shopping takes excessive effort for many customers, study finds
May 10, 2024
Call center agents feel overwhelmed, but research shows tech can offer relief
May 8, 2024
Wendy’s credits loyalty program, mobile app investments for customer growth
May 7, 2024
Starbucks needs to focus on experience, not transactions, former CEO says
May 6, 2024
Back to CX Basics: How to speak the language of data
May 6, 2024
McDonald’s credits speed, personalization for high satisfaction
May 2, 2024
Starbucks’ mobile ordering is so popular, it’s slowing some orders down
May 1, 2024
Sam’s Club customers leave 23% faster with AI receipt verification
April 30, 2024
The customer data stockpile is growing. Here’s how to protect it
April 30, 2024
IHG taps Salesforce’s CRM to standardize customer data profiles
April 29, 2024
Chipotle makes order fulfillment, not fancier tech, its top CX focus
April 25, 2024
Verizon CEO says it will ‘lead AI revolution,’ improve customer service at scale
April 25, 2024
Albertsons loyalty grows as it pushes ‘customers for life’
April 24, 2024
Medallia’s CEO departs, chairman leads search for replacement
April 23, 2024
Companies are asking customer service teams to generate revenue, too
April 23, 2024
HubSpot nixes chief customer officer role following executive departure
April 19, 2024
Zendesk adds more AI to power chatbots, contact center copilots
April 19, 2024
Companies aren’t meeting customer expectations for delivery communications
April 18, 2024
Rent the Runway boosts NPS, plans more CX improvements
April 16, 2024
L.L. Bean cuts call center hours as more customers turn to self-service
April 15, 2024
MetLife rolls out tools to help customers take full advantage of their benefits
April 12, 2024
What’s missing with AI rollouts? Employee trust.
April 11, 2024
Companies overestimate how well they know customers, consumers say
April 11, 2024
Discover, Mercedes-Benz turn to Google for customer service AI
April 9, 2024
Only 1 in 5 consumers trust self-service for support, report finds
April 8, 2024
Levi’s leans into CX to drive direct-to-consumer transformation
April 5, 2024
Call centers must maintain security, trust as they implement AI, experts say
April 4, 2024
Marriott Bonvoy tests AI-powered search to personalize travel planning
April 3, 2024
Agent roles are evolving as call centers enter the AI-powered era
April 2, 2024
Back to CX basics: What customer experience leaders need to know
April 1, 2024
Back to CX basics: Why employee experience matters, too
March 26, 2024
AWS, Salesforce upgrade contact center tech as generative AI creeps in
March 25, 2024
Accenture thinks generative AI can level up CX, but data stacks need work
March 22, 2024
E-commerce expectations are high, and well-organized reviews are a must
March 21, 2024
Back to CX basics: How to speak the language of the C-suite
March 20, 2024
Most retail leaders say AI plays an important role in search strategies
March 20, 2024
Dick’s leans into experiential House of Sports format to fuel growth
March 18, 2024
Target rolls out express self-checkout lanes to speed up service
March 15, 2024
Poor UX is the leading cause for unsatisfactory digital experiences
March 15, 2024
Zendesk enhances call center AI options with Ultimate acquisition
March 14, 2024
Kohl’s plans to expand checkout spaces, credit cards in 2024
March 13, 2024
Can tech perfect the self-checkout experience?
March 13, 2024
Nordstrom emphasizes personalization as digital assortment grows
March 11, 2024
Kroger invests in cross-channel customer experiences
March 8, 2024
Foot Locker touts high NPS scores as sign of turnaround
March 7, 2024
Back to CX basics: Where does modern tech fit in?
March 7, 2024
Best Buy leans into customer experience as a sales driver
March 4, 2024
Klarna sees its AI assistant as a success. Is it too early to tell?
March 4, 2024
‘Clunky’ chatbots disrupt e-commerce experiences, survey finds
Feb. 29, 2024
Salesforce’s Einstein Copilot, a generative AI-powered assistant, goes global
Feb. 28, 2024
Data underpins modern CRM tech, but work remains
Feb. 28, 2024
Uber overhauls live chat, increasing customer adoption
Feb. 26, 2024
Back to CX basics: How to understand your customers
Feb. 23, 2024
Walmart credits associate-facing tools for NPS boost
Feb. 22, 2024
Wendy’s to invest $35M in mobile and digital menu experiences
Feb. 21, 2024
AI can improve customer service, but agents remain essential
Feb. 21, 2024
Self-checkout promises ultimate convenience. Is it doing its job?
Feb. 20, 2024
Burger King, Popeyes lean into kiosks, remodels to spur speedy service
Feb. 15, 2024
Consumers seek in-store returns and no-label shipping, FedEx study finds
Feb. 14, 2024
Customers want to use card-linked benefits to save, research finds
Feb. 13, 2024
Medallia launches 4 generative AI tools as ‘human in the loop’ investments grow
Feb. 12, 2024
Why Build-A-Bear is pushing checkouts to tablets
Feb. 12, 2024
Chipotle combines automation, training to spur speedy service
Feb. 9, 2024
McDonald’s sets sights on $45B in loyalty sales
Feb. 7, 2024
Verizon’s first-ever customer experience officer aims to simplify plan shopping
Feb. 6, 2024
Very few consumers are satisfied with in-store experiences
Feb. 6, 2024
Amazon CEO seeks to ‘reinvent’ CX with generative AI
Feb. 2, 2024
Insurance has the data to tap generative AI for a CX overhaul
Feb. 2, 2024
Starbucks to capitalize on record loyalty membership with app improvements
Feb. 1, 2024
American Airlines lays off 656 employees in customer support restructuring
Jan. 30, 2024
What makes or breaks grocery e-commerce experiences
Jan. 30, 2024
Brands have an overinflated view of their CX quality
Jan. 29, 2024
Swarovski brings luxury CX online with careful listening and constant testing
Jan. 29, 2024
Companies struggle to connect data to CX, leading to inconsistent experiences
Jan. 25, 2024
Loyalty programs use gamification to engage customers post-purchase
Jan. 24, 2024
Generative AI will drive CX in 2024 — but leaders must separate hype from reality
Jan. 23, 2024
Retailers, hyped about generative AI, deploy customer-facing tools
Jan. 18, 2024
5 lessons from NRF that illustrate why CX needs data
Jan. 18, 2024
Yeti leans into post-purchase communication to engage customers
Jan. 16, 2024
Retailers hone in on improving the checkout experience
Jan. 15, 2024
Microsoft builds generative AI templates for online shopping, product info
Jan. 12, 2024
Return fees harm customer loyalty, survey finds
Jan. 11, 2024
Walmart puts generative AI in app users’ hands
Jan. 10, 2024
5 CX trends to watch in 2024
Jan. 10, 2024
Small business CX can benefit from generative AI, too
Jan. 9, 2024
CVS simplifies loyalty into a 2-tier program
Jan. 5, 2024
Visa launches Web3 loyalty tool with focus on curated experiences
Jan. 4, 2024
Personalization can bring in new consumers, but merchants are falling short
Jan. 3, 2024
Companies expand digital payment options to improve checkout experience
Jan. 3, 2024
FedEx aims to deliver ‘peace of mind’ during final stretch of holiday deliveries
Dec. 21, 2023
Even with AI, human touch remains essential in customer service
Dec. 21, 2023
The biggest CX lessons of the 2023 holiday season
Dec. 20, 2023
What draws customers into stores?
Dec. 19, 2023
Southwest fined $140M for its holiday 2022 woes as it revamps CX operations
Dec. 18, 2023
Most CX leaders are deploying AI to power their holiday experiences
Dec. 18, 2023
Adobe leans into AI-powered tools as demand for digital experiences grows
Dec. 14, 2023
Returns are the last, but not least, component of a holiday CX strategy
Dec. 14, 2023
McDonald’s orders up data-powered CX improvements
Dec. 12, 2023
Confusing digital claims processes are frustrating auto insurance customers
Dec. 11, 2023
Dollar General boosts front-end staff to improve shopping experience
Dec. 8, 2023
Zoom unveils AI assistance, tiered contact center pricing plans
Dec. 7, 2023
Dave & Buster’s sees future in revamped restaurants and loyalty growth
Dec. 6, 2023
Ulta Beauty workers maintain CX despite rising security precautions
Dec. 5, 2023
Kroger improves pickup experience, personalized offerings in CX push
Dec. 4, 2023
Nordstrom hinges CX strategy on personalization and convenience
Dec. 1, 2023
Consumer-focused AI to fuel CX innovation despite tight budgets, survey finds
Nov. 30, 2023
Holiday CX quality dips when the last mile is forgotten
Nov. 29, 2023
Best Buy ties experienced, well-equipped associates to higher NPS
Nov. 29, 2023
Zoom pushes contact center solutions as next growth vector
Nov. 22, 2023
Gap revamps brand experiences as sales decline
Nov. 21, 2023
Customer flexibility is paramount to Walmart’s investment strategy
Nov. 20, 2023
Target combines atmosphere, associates and value to drive holiday CX
Nov. 17, 2023
The top customer experience conferences to attend in 2024
Nov. 17, 2023
Home Depot realigns its business in pursuit of professional customers
Nov. 16, 2023
On Black Friday, experiential retail takes a backseat to efficiency
Nov. 16, 2023
Lyft boosts bottom line with premium rides, economy options
Nov. 14, 2023
Lowe’s targets experience-seeking millennials with DIY home repair classes
Nov. 13, 2023
EBay focuses on buyer, seller experiences as demand lags
Nov. 10, 2023
Grocers need to put the customer first to build trust in AI initiatives
Nov. 9, 2023
Rivian sees post-purchase experience as key electric vehicle differentiator
Nov. 8, 2023
In the age of self service, live agents remain a must-have
Nov. 7, 2023
Businesses are rich with data, but they want more value from it
Nov. 6, 2023
6 CX trends to boost ROI and retain customers
Nov. 6, 2023
Would you like to speak with a live agent? One-third of Gen Z, millennials say no.
Nov. 6, 2023
Southwest Airlines to fuel growing customer engagement with loyalty perks
Nov. 3, 2023
Amazon’s generative AI investments to fuel CX improvements, CEO says
Nov. 1, 2023
Microsoft leans on AI to power experiences across LinkedIn, Bing
Oct. 31, 2023
Generative AI to power Dell’s self-service experience
Oct. 27, 2023

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