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.
209 articles by Bryan Wassel
-
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