Customer Success: Page 2

  • Hyundai vehicles displayed for sale at a new car dealership.
    Image attribution tooltip
    Justin Sullivan/Staff/Getty Images North America via Getty Images
    Image attribution tooltip

    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.
    Image attribution tooltip
    Courtesy of J.Jill
    Image attribution tooltip

    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.
    Image attribution tooltip
    nortonrsx via Getty Images
    Image attribution tooltip

    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.
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    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
  • A traveler walks past a Southwest Airlines airplane as it taxies from a gate at Baltimore Washington International Thurgood Marshall Airport on October 11, 2021 in Baltimore, Maryland.
    Image attribution tooltip
    Kevin Dietsch via Getty Images
    Image attribution tooltip

    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 • Nov. 28, 2023
  • A digital illustration of a person reaching out of a computer, shaking hands with another person with depictions of success pictured above, including five stars and smiley faces.
    Image attribution tooltip
    uniquepixel via Getty Images
    Image attribution tooltip

    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
  • In this rear view, an unrecognizable woman stands with a shopping cart in front of a shelf full of food in the bread aisle of a grocery store.
    Image attribution tooltip
    SDI Productions via Getty Images
    Image attribution tooltip

    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
  • A Target cashier checks out a customer
    Image attribution tooltip
    Scott Olson/Staff via Getty Images
    Image attribution tooltip

    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 • Nov. 17, 2023
  • Header image for "How CFOs Should Gauge the Value of Attending In-Person Events"
    Image attribution tooltip
    Caiaimage/Martin Barraud
    Image attribution tooltip

    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 , • Nov. 17, 2023
  • Home Depot storefront
    Image attribution tooltip
    Tim Boyle/Staff via Getty Images
    Image attribution tooltip

    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 • Nov. 16, 2023
  • A white truck is parked in front of a Lowe's store on a clear, bright day.
    Image attribution tooltip
    Daphne Howland/CX Dive
    Image attribution tooltip

    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 • Nov. 13, 2023
  • The eBay logo is displayed outside company headquarters.
    Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    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 • Nov. 10, 2023
  • A woman looks at her phone while shopping
    Image attribution tooltip
    Aja Koska via Getty Images
    Image attribution tooltip

    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 • Nov. 9, 2023
  • A family walks down a Walmart aisle.
    Image attribution tooltip
    Courtesy of Walmart
    Image attribution tooltip

    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
  • A photo composite of a storefront with an image of live chat on a cellphone and a person shopping for products.
    Image attribution tooltip

    Photo illustration: Shaun Lucas/Industry Dive; Getty Images 

    Image attribution tooltip
    Deep Dive

    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 , • Nov. 6, 2023
  • A plane on the tarmac of an airport.
    Image attribution tooltip
    Jeff Swensen / Stringer via Getty Images
    Image attribution tooltip

    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 • Oct. 24, 2023
  • The glass exterior of the Anaheim Convention Center features blue signage denoting Wyndham's 2023 Global Conference.
    Image attribution tooltip
    Courtesy of Wyndham Hotels & Resorts
    Image attribution tooltip

    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