Bryan Wassel
Reporter | LinkedInBryan Wassel is a reporter on CX Dive, which he helped launch in 2023. He specializes in writing about loyalty programs, customer behavior trends, and contact center news across the retail, restaurant and grocery industries. His career has spanned over a decade across publications including Retail TouchPoints, The Food Institute and RetailWire. You can contact him at [email protected] or via LinkedIn.
701 articles by Bryan Wassel
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Costco aims to build loyalty with younger shoppers
Sept. 25, 2026 -
McDonald’s has big plans for its loyalty program
Sept. 24, 2026 -
At Home gives its customers a voice in its loyalty program evolution
Sept. 22, 2026 -
When forgotten trials roll over into paid subscriptions, loyalty can suffer
Sept. 22, 2026 -
Holiday shoppers have low trust in AI — except for certain tasks
Sept. 21, 2026 -
Customer willingness to leave brands over bad experiences softens slightly
Sept. 17, 2026 -
Why communities, not transactions, are the future of loyalty
Sept. 17, 2026 -
Regal’s new subscription serves as its loyalty program middle ground
Sept. 16, 2026 -
Both ineffective and invasive personalization turn customers away
Sept. 14, 2026 -
Rent the Runway forges ahead with discovery upgrades as it names new CEO
Sept. 11, 2026 -
Macy’s NPS continues to climb following store revamps
Sept. 10, 2026 -
Chewy’s beta AI assistant is already solving common customer issues, CEO says
Sept. 9, 2026 -
When websites aren’t in synch with AI assistants, trouble follows
Sept. 9, 2026 -
Nearly all consumers find some kind of personalization intrusive
Sept. 4, 2026 -
Petco loses millions due to loyalty program
Sept. 3, 2026 -
Carnival’s new loyalty program upends how points are earned
Sept. 2, 2026 -
Amazon Prime members now get free Alexa+ access
Sept. 1, 2026 -
Customer service AI implementations have a knowledge problem
Aug. 31, 2026 -
Ulta combines promotions and experiences to win over cautious customers
Aug. 28, 2026 -
Best Buy emphasizes expert support with AI shopping assistant
Aug. 27, 2026 -
Kohl’s names first chief customer officer as it elevates CX
Aug. 26, 2026 -
Why Target and Walmart are emphasizing fast, consistent experiences
Aug. 26, 2026 -
With customer service, results matter above all else
Aug. 24, 2026 -
Ratings and reviews edge out deals when it comes to online purchasing decisions
Aug. 21, 2026 -
Walmart touts fast delivery, strong Walmart+ membership as growth drivers
Aug. 20, 2026
