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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.
181 articles by Bryan Wassel
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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