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 Kristen Doerer • Dec. 4, 2023

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 Bryan Wassel • Nov. 29, 2023

Southwest names chief customer officer as part of a C-suite revamp

The cadre of new senior leaders will help the airlines target end-to-end customer experience improvements and smooth operations.

By Naomi Eide • Nov. 28, 2023

CX leaders, adapting to new customer demands, rethink trust

Trust plays a pivotal role in shaping CX and brand needs must pay attention to the changing dynamics in customer relationships. But what happens if trust is broken?

By Rosalyn Page • Nov. 28, 2023

The more customers trust a brand, the more it’s worth

As trust becomes the linchpin of positive customer experience, it's crucial brands prioritize it and work to close the gap between what the brand promises and what it delivers.

By Rosalyn Page • Nov. 27, 2023

Target combines atmosphere, associates and value to drive holiday CX

The retailer is leaning into seasonal experiences to build loyalty with customers and offset weak sales.

By Bryan Wassel • Nov. 17, 2023

The top customer experience conferences to attend in 2024

Some of these events cover the whole of the CX industry, others look at its intersection with digital transformation and employee experience. All have something to offer a CX leader.

By Kristen Doerer , Bryan Wassel • Nov. 17, 2023

Home Depot realigns its business in pursuit of professional customers

New leadership, tools for associates and digital search upgrades are aimed at serving professionals, but all customers can expect to benefit.

By Bryan Wassel • Nov. 16, 2023

Lowe’s targets experience-seeking millennials with DIY home repair classes

Workshops and demos aim to build loyalty with young homeowners while offering more than the usual browsing experience.

By Bryan Wassel • Nov. 13, 2023

EBay focuses on buyer, seller experiences as demand lags

Live shopping and generative AI-powered product listings are helping improve the experience for buyers and sellers alike.

By Bryan Wassel • Nov. 10, 2023

Grocers need to put the customer first to build trust in AI initiatives

A dunnhumby study found that consumer trust in grocers’ use of AI is low, but putting experiences over the bottom line can assuage their concerns.

By Bryan Wassel • Nov. 9, 2023

Walmart adds sensory-friendly hours to all stores

What started as a Saturday morning pilot during the back-to-school season has become a permanent daily feature across the retailer’s fleet.

By Tatiana Walk-Morris • Nov. 9, 2023

6 CX trends to boost ROI and retain customers

The recognition that customer experience is essential to business performance has led to its boom. Across industries, companies are investing in solutions to enhance customer interactions and increase brand loyalty.

By Kristen Doerer , Bryan Wassel • Nov. 6, 2023

Frontier names head of customer care as frequent flyer program gets a refresh

CFO James Dempsey moved to a customer-oriented strategy role as the company rethinks reward tiers in pursuit of loyalty.

By Naomi Eide • Oct. 24, 2023

Wyndham debuts owner, guest engagement platforms amid ‘record’ development

The tech is designed to help hotel owners boost profitability and better cater to travelers’ evolving needs.

By Noelle Mateer • Sept. 15, 2023