Customer Success

  • Workers in a HubSpot office
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    Courtesy of HubSpot
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    HubSpot nixes chief customer officer role following executive departure

    HubSpot will not fill the space left by the departure of Rob Giglio, but its sales, marketing and customer success heads will now have a direct line to the CEO. 

    By • April 19, 2024
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    time99lek via Getty Images
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    MetLife rolls out tools to help customers take full advantage of their benefits

    The insurance provider is looking to educate consumers on the full extent of their benefits and improve customer satisfaction in the process. 

    By • April 12, 2024
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    Courtesy of HubSpot
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    Customer success enters the limelight as an answer to SaaS market woes

    Businesses are charging customer success teams with driving revenue and growth, but they must do more with less as budgets remain stagnant.

    By S.L. Fuller • March 27, 2024
  • Analyst working with Business Analytics and Data Management System on computer to make report with KPI and metrics connected to database.
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    NicoElNino via Getty Images
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    What the Catalyst, Totango merger means for customer success teams

    The merger marks a shift in the customer success software market, as the new company pushes to boost post-sale revenue throughout the customer life cycle.

    By • March 5, 2024
  • A mural in a Washington, D.C., Starbucks designed to highlight the chain's efforts at inclusive spatial design.
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    Courtesy of Starbucks
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    Starbucks opens first fully accessible store in DC

    The chain will begin adding inclusive design elements, like wide pedestrian pathways and power doors, to all new builds and remodels in the U.S.

    By Aneurin Canham-Clyne • Feb. 22, 2024
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    Justin Sullivan / Staff via Getty Images
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    Customers want to use card-linked benefits to save, research finds

    Shoppers seek easy-to-understand benefits that offer cost savings from both branded cards and loyalty programs.

    By • Feb. 13, 2024
  • Person shopping with phone in the produce aisle at a grocery store
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    Edwin Tan via Getty Images
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    Very few consumers are satisfied with in-store experiences

    Businesses will need to implement a variety of technologies, not just generative AI, to offer customers the information and convenience they demand, IBM research shows. 

    By • Feb. 6, 2024
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    iStock via Getty Images
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    University of Utah Health doubled patient feedback for actionable insight

    The healthcare provider was able to collect and analyze patients’ comments at scale after implementing an experience management system.

    By • Jan. 26, 2024
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    Permission granted by Glance
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    Sponsored by Glance

    The pursuit of truly connected customer journeys in 2024

    2024 transforms CX with seamless 'phygital' integration, emphasizing a customer-first approach and leveraging technology for success.

    Jan. 22, 2024
  • Three panelists at a conference session.
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    Catherine Douglas Moran/CX Dive
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    Schnucks’ execs talk the art of customer relations

    Two of the grocers’ executives shared at the National Retail Federation’s Big Show how the chain is finding the right balance with technology to build relationships with its customers and workers.

    By Catherine Douglas Moran • Jan. 17, 2024
  • Leaders from parcelLab and Yeti on stage at NRF
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    Bryan Wassel/CX Dive
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    Yeti leans into post-purchase communication to engage customers

    “You need excellence all the way from the homepage through a package arriving at their doorstep,” said Yeti’s director of software engineering.

    By • Jan. 16, 2024
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    Sitthiphong via Getty Images
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    Retailers hone in on improving the checkout experience

    Leaders from Wayfair and SSENSE discussed how they are spearheading good CX by emphasizing a smooth digital checkout at NRF 2024.

    By • Jan. 15, 2024
  • A customer prepares a box for a return
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    Anna Gorbacheva via Getty Images
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    Return fees harm customer loyalty, survey finds

    Some retailers are implementing returns fees to avoid restocking costs, but that short-term relief can come at the cost of long-term customer loyalty.

    By • Jan. 11, 2024
  • A person's hand holding a phone and on the screen is an image of a shopping cart with a banner above that says "BUY NOW PAY LATER!A
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    Creative via Getty Images
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    Q&A

    Regulator’s BNPL guidance may go beyond banks

    The Office of the Comptroller of the Currency directed its advice at national banks, but a Venable attorney expects others to use it to inform their approaches.

    By Caitlin Mullen • Jan. 10, 2024
  • The official National Park Service sign that marks the east entrance to Zion National Park in Utah.
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    Different_Brian via Getty Images
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    National Park Service again tops federal agencies for best CX

    The federal parks agency has the best customer experience for the seventh year in a row, according to a Forrester report.

    By • Jan. 5, 2024
  • A person opens an ExtraCare CVS box
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    Courtesy of CVS
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    CVS simplifies loyalty into a 2-tier program

    “We heard from some of our 74 million ExtraCare members that they were looking for a more streamlined experience,” a CVS executive told CX Dive. 

    By • Jan. 5, 2024
  • Employees work on laptops in the office, using generative AI tools
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    gorodenkoff via Getty Images
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    How to build — and develop — long-term customer relationships

    Instead of fixating on short-term metrics or broad market share, Safe Software focuses on the lasting value that comes from building community.

    By Rosalyn Page • Jan. 4, 2024
  • New York Gov. Kathy Hochul gives a speech on the Hudson River tunnel project at the West Side Yard on January 31, 2023 in New York City.
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    Michael M. Santiago via Getty Images
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    NY governor pursues BNPL regulation

    New York Gov. Kathy Hochul is seeking to require buy now, pay later providers to obtain a license to operate in the state, in addition to other potential regulations for the industry.

    By Caitlin Mullen • Jan. 4, 2024
  • Open checkout area at Walmart supercenter in Fayetteville, Arkansas
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    Courtesy of Walmart
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    Walmart adds Affirm’s buy now, pay later option to self-checkout

    In an expanded partnership between the two companies, Walmart is adding a BNPL option to checkout kiosks at most stores. 

    By Tatiana Walk-Morris • Dec. 21, 2023
  • PayPal phone app for purchases
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    Permission granted by PayPal Spokesman Joseph Gallo
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    Senators prod CFPB on buy now, pay later oversight

    Three Democratic lawmakers, worried about financially vulnerable consumers during the holiday shopping season, urged the Consumer Financial Protection Bureau to keep an eye on buy now, pay later offerings.

    By Lynne Marek • Dec. 19, 2023
  • An American flag flies in front of the Capital One logo at the bank's headquarters.
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    Win McNamee via Getty Images
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    Capital One continues to top JPMorgan, TD in big-bank satisfaction survey

    One J.D. Power expert thinks customers like Capital One’s banking products because they feel that those help them save time and money.

    By Rajashree Chakravarty • Dec. 18, 2023
  • Hyundai vehicles displayed for sale at a new car dealership.
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    Justin Sullivan/Staff/Getty Images North America via Getty Images
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    Hyundai creates CX division, combining retail and after-sales

    Michel Poirier will lead the division, which was created in an effort to streamline the automaker’s CX efforts.

    By • Dec. 13, 2023
  • A retail store with J.Jill branding depicted from the sidewalk, featuring large planters.
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    Courtesy of J.Jill
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    How J. Jill nurtured brand loyalty through customer connection

    When it comes to strengthening loyalty, CX is a key ingredient. So what lessons should brands apply at a time of overwhelming choice and heavy competition?

    By Rosalyn Page • Dec. 11, 2023
  • Business woman making plans with somebody, shaking hands.
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    nortonrsx via Getty Images
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    More customer success leaders are reporting to the CEO, report finds

    Customer success teams are moving up in importance in organizations, but economic headwinds mean resources are tight.

    By • Dec. 4, 2023
  • The outside of a Best Buy in its iconic blue and yellow colors.
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    Scott Olson via Getty Images
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    Best Buy ties experienced, well-equipped associates to higher NPS

    Declining sales have led to new operating models, but the retailer is trying to ensure cost reductions don’t come at the expense of the customer experience.

    By • Nov. 29, 2023