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.
643 articles by Bryan Wassel
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How CX roles are changing because of AI
June 29, 2026 -
4 contact center executives on the challenges, and solutions, of implementing AI
June 29, 2026 -
How United responds when customer service gets complicated
June 25, 2026 -
3 ways to cut through the hype when evaluating contact center AI
June 24, 2026 -
Customers are losing patience with automated customer support bots
June 22, 2026 -
Sweetgreen’s turnaround hinges on hospitality. Can it balance the human and digital sides?
June 22, 2026 -
Kroger wants to shrink the CX gap between its top stores and others
June 18, 2026 -
Tenured customer service reps command a salary premium — with exceptions
June 17, 2026 -
Trust is lost when automated service fails. It’s worse without people in the loop.
June 16, 2026 -
Why 3 major brands see a consistent experience as key to their turnarounds
June 16, 2026 -
Back to CX Basics: How to truly capture the Voice of the Customer
June 15, 2026 -
Chewy’s Autoship subscription grows, offering reliability and repeat sales
June 11, 2026 -
Cracker Barrel reports rising guest metrics, but sales remain on the decline
June 10, 2026 -
Sam’s Club’s first CXO to depart
June 9, 2026 -
When does it make sense to bring customer service onshore?
June 9, 2026 -
Petco improves personalization, online checkout experience as it achieves sales growth
June 4, 2026 -
Ulta Beauty’s loyalty program is about relationships — not discounts, CEO says
June 3, 2026 -
Victoria’s Secret rides cohesive brand experiences to strong sales growth
June 2, 2026 -
Costco’s digital personalization effort drives $500M in digital sales
June 1, 2026 -
Kohl’s CX changes score minor wins, but the business remains challenged
May 29, 2026 -
Best Buy’s incoming CEO sees customer experience as core to its evolution
May 28, 2026 -
Dick’s continues to reap the gains from its experiential stores
May 27, 2026 -
How major retailers are investing in their associates to better serve customers
May 27, 2026 -
Lowe’s courts DIY shoppers as AI tools boost online conversions
May 21, 2026 -
Walmart paid loyalty shines as membership revenue grows double-digits
May 21, 2026
