Data & Analytics
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CFO Editorial Staff
Instacart to introduce quality scores for workers
The grocery technology company will provide performance feedback that incorporates factors like the total number of items found, requested refunds and damaged products.
By Catherine Douglas Moran • April 28, 2025 -
SDI Productions via Getty Images
Traffic, out-of-stocks contribute to falling store CX during peak times
Retail customer satisfaction reaches its low point between 6 and 8 p.m. daily, but smart staffing throughout the day can elevate the experience, according to HappyOrNot.
By Bryan Wassel • April 23, 2025 -
gahsoon via Getty Images
Bank customers want clearer communication on cybersecurity: survey
Static, bare-bones website text about information security is “not enough anymore,” an Accenture executive said.
By Caitlin Mullen • March 26, 2025 -
Brandon Bell via Getty Images
How Indeed creates a ‘shared vocabulary’ around customer data
The vocabulary distills that noisy data into a cohesive narrative that tells the story of who the customer is — and what they need from the company.
By Bryan Wassel • March 19, 2025 -
Permission granted by Taco Bell/Diversified Restaurant Group
Yum Brands, Nvidia will deploy new AI at 500 restaurants
The restaurant giant is working with the tech company on drive-thru and call-center voice AI, computer vision to analyze operations, and AI analytics at the restaurant level.
By Aneurin Canham-Clyne • March 19, 2025 -
Courtesy of Kroger
Kroger cuts jobs at 84.51°
The layoffs at the grocer’s retail analytics subsidiary reflect an effort by the company to “focus on the key priorities that power our go-to-market strategy,” a spokesperson said.
By Sam Silverstein • March 19, 2025 -
Patamaporn Umnahanant via Getty Images
Why businesses employ process mining for CX data analysis
By analyzing organizational data to uncover bottlenecks, process mining bridges the gap between the customer-facing journey and the operational systems required to deliver it.
By Rosalyn Page • Feb. 26, 2025 -
Joe Raedle / Staff via Getty Images
Chewy holds the top spot as overall satisfaction with online retail declines
The American Customer Satisfaction Index’s review of nearly 42,000 consumer surveys found two-thirds of online retailers saw satisfaction drop.
By Bryan Wassel • Jan. 30, 2025 -
Permission granted by Yogurtland
How Yogurtland’s shift to digital powered 3 years of growth
After adding online ordering and remaking its loyalty program and app, the chain has had double-digit same-store sales growth and strong new unit expansion.
By Julie Littman • Jan. 24, 2025 -
Scott Olson via Getty Images
What’s the winning formula for a loyalty program?
Sephora, PetSmart and Famous Footwear operate loyalty programs that lean into data to meet customers’ interests and preferences.
By Rosalyn Page • Oct. 7, 2024 -
Inside Creative House via Getty Images
Half of global consumers will share personal data for better experiences, study finds
Overall, consumers are more willing to share personal information to improve to their experiences than in the past, but age, trust and regulations are major factors, a Jack Morton survey found.
By Bryan Wassel • Oct. 3, 2024 -
Courtesy of Kempinski
From lotions to linens: How hotel marketplaces can boost guest loyalty
Advanced data analytics makes it easier for hotels to sell in-room products and win repeat customers.
By Shefali Kapadia • Sept. 27, 2024 -
Peyton Bigora/CX Dive
What to know about privacy laws when collecting personal data on shoppers
Retailers have moved away from collecting identifiable information from consumers, but need to be aware of requirements for the personal data they do collect, an Albertsons privacy official said at IAB's summit last week.
By Peyton Bigora • Sept. 26, 2024 -
Peyton Bigora/CX Dive
How Kroger is using standardized metrics to boost its retail media network
During a conference panel, the grocer shared how IAB’s guidelines have improved accountability as the chain looks to release its own updated measurement model.
By Peyton Bigora • Sept. 24, 2024 -
pixdeluxe via Getty Images
How to use NPS
Net promoter scores are a jumping off point for data exploration, experts said. It's up to companies to find ways to tie the score to broader business outcomes.
By Bryan Wassel • Sept. 17, 2024 -
Edwin Tan via Getty Images
Back to CX Basics: The potential — and pitfalls — of NPS
The net promoter score is a measurement for loyalty, not customer experience overall. Here’s how leaders can use it to guide their CX improvements.
By Bryan Wassel • Sept. 10, 2024 -
Laurence Dutton via Getty Images
Beyond cookies: Examples of how CX leaders are collecting customer data
Though cookies are sticking around, CX leaders are exploring different methods of collecting customer information, from zero- and first-party data to data clean rooms.
By Kristen Doerer • Aug. 16, 2024 -
Brandon Bell / Staff via Getty Images
Why Delta focuses on change management in CX technology rollouts
Good change management starts by identifying where the experience is falling short and introducing technology as a solution — not the other way around, Delta’s Amin Lalani said.
By Bryan Wassel • Aug. 15, 2024 -
Jacob Wackerhausen via Getty Images
CX transformation is coming, and cross-department collaboration will be key
CX leaders are expected to boost their use of AI and data, which will help them bring other departments on board with their goals.
By Bryan Wassel • July 26, 2024 -
Justin Sullivan via Getty Images
Cookies are safe, Google says. Will this change data collection plans?
Google won’t eliminate third-party cookies, but some companies are already pursuing alternative data sources amid privacy and regulatory concerns.
By Bryan Wassel • July 23, 2024 -
Courtesy of HubSpot
HubSpot reports nearly 50 customer accounts compromised
The customer relationship management vendor said it notified all impacted customers, but it has not publicly disclosed how attackers gained unauthorized access.
By Matt Kapko • July 3, 2024 -
Rawpixel via Getty Images
Restaurant customer satisfaction grows despite rising prices, ACSI finds
Consumers want premium experiences to help make the meal feel worth the cost, according to ACSI’s Forrest Morgeson.
By Bryan Wassel • July 1, 2024 -
Courtesy of Brooks Running
Brooks turns shoe finding into zero-party data
The brand provides customers a guide to find the best running shoe for them. Its questions also help collect zero-party data.
By Kristen Doerer • June 24, 2024 -
Justin Sullivan via Getty Images
PayPal readies advertising platform rooted in reams of transaction data
The new offering in the expanding media network market will be led by Mark Grether, who helped grow Uber Advertising into a $1 billion business.
By Chris Kelly • May 31, 2024 -
Justin Sullivan / Staff via Getty Images
OpinionWhy CX leaders shouldn’t wait for Google to phase out cookies
Google delayed the deprecation of cookies yet again last month, but CX leaders can take steps now toward privacy-first user experiences.
By Thomas Wyatt • May 28, 2024
