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 Kristen Doerer • Jan. 26, 2024

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

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

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 Bryan Wassel • Jan. 16, 2024

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 Bryan Wassel • Jan. 15, 2024

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 Bryan Wassel • Jan. 11, 2024

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

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 Kristen Doerer • Jan. 5, 2024

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 Bryan Wassel • Jan. 5, 2024

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

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

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

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

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 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 Kristen Doerer • Dec. 13, 2023

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

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