Enterprises prep for big AI spending, but data woes prevent progress

Modernizing IT estates will cost enterprises an average of $35.5 million this year, a Couchbase survey found.

By Lindsey Wilkinson • May 6, 2024

Back to CX Basics: How to speak the language of data

Data science fundamentals can help CX leaders react quickly to changing consumer demands, understand the value of their investments and better communicate their findings.

By Bryan Wassel • May 6, 2024

Why survey begging leads to unreliable data — and what to do instead

“People want to be heard,” one expert told CX Dive. “You don't necessarily need to incentivize them.”

By S.L. Fuller • May 6, 2024

FCC fines 4 major wireless carriers $200M for selling customer location data

The Federal Communications Commission fined T-Mobile, Sprint, AT&T and Verizon nearly $200 million for illegally sharing customers’ location data.

By Kristen Doerer • April 30, 2024

The customer data stockpile is growing. Here’s how to protect it

Data collection and disposal practices play an important role in building and retaining customer trust.

By Bryan Wassel • April 30, 2024

Effective or creepy? How to offer personalization while maintaining trust

Customers enjoy personalization, “but only when they feel like the main purpose of it is to improve their experience,” one expert told CX Dive.

By S.L. Fuller • April 29, 2024

Cookies get another stay of execution — but have marketers already moved on?

Marketers shouldn’t cancel their post-cookie plans, especially as Google faces antitrust action, the possibility of a nationwide data privacy law and its own shifting priorities.

By Chris Kelly • April 26, 2024

Customer satisfaction with lodging is back to pre-pandemic levels: report

Hilton brands, in particular, came out on top in this year’s American Customer Satisfaction Index Travel Study.

By Noelle Mateer • April 24, 2024

Customers don’t trust businesses with their data

More than 9 in 10 consumers believe that companies often prioritize profits over protecting customer data, a Cassie survey found.

By Kristen Doerer • April 8, 2024

Why brands are turning to data clean rooms to drive CX initiatives

Data clean rooms have become an attractive solution for brands seeking privacy-compliant, cookie-less customer insights.

By Rosalyn Page • Updated April 5, 2024

AWS, Salesforce upgrade contact center tech as generative AI creeps in

New features in the AWS and Salesforce product suites seek to improve call analysis and help agents quickly resolve common inquiries.

By Bryan Wassel • March 25, 2024

Department of Transportation to review privacy practices of US airlines

The review will look at how the largest 10 airlines collect, handle, maintain and use customers’ personal data.

By Kristen Doerer • March 25, 2024

Sprouts loyalty program looks to significantly boost first-party data collection

Set to pilot this summer, the specialty grocer’s loyalty program will operate on a points-based system and offer better insights into shopper behavior.

By Peyton Bigora • March 22, 2024

Generative AI offers marketing a time to shine

It’s swiftly disrupting business and society, forcing leaders to rethink their assumptions, plans, and strategies in real-time.

By IBM Institute for Business Value in collaboration with Oxford Economics • March 18, 2024

Back to CX basics: Where does modern tech fit in?

Business leaders need to keep customer expectations in mind when pursuing new tech and consider how modern tools can enhance foundational experiences, experts told CX Dive.

By Bryan Wassel • March 7, 2024

Data privacy joins the growing list of customer demands

Companies that prioritize customer data privacy are more likely to keep their business, a Broadridge Financial Solutions survey found.

By Kristen Doerer • March 5, 2024

Data underpins modern CRM tech, but work remains

Companies are investing in data warehouses and predictive AI to fuel growth and better serve customers, a Twilio Segment study found. 

By Bryan Wassel • Feb. 28, 2024

Customers are taking to social media to share feedback. Are businesses listening?

With customers responding to surveys less and less, companies are looking to AI to analyze nontraditional sources of customer feedback.

By Kristen Doerer • Feb. 16, 2024

Why Kellanova turned to customer-provided data to bolster personalization

As Google phases out third-party cookies and privacy regulations tighten, companies like Kellanova are turning to zero-party and first-party data to deeply understand and engage their customers.

By Rosalyn Page • Feb. 5, 2024

Companies struggle to connect data to CX, leading to inconsistent experiences

Most businesses are struggling to integrate data insights into their user experiences, according to a new survey from Salesforce.

By Bryan Wassel • Jan. 25, 2024

5 lessons from NRF that illustrate why CX needs data

Retailers at National Retail Federation’s 2024 Big Show emphasized just how important data is for navigating changing customer expectations.

By Bryan Wassel • Jan. 18, 2024

How Dow grew customer satisfaction in support services

By using voice of the customer insights, Dow identified problem areas in its support services and revamped its CX strategy.

By Kristen Doerer • Jan. 5, 2024

Qualtrics partners with Epic to improve patient experience

One of the first phases of the partnership will be capturing the “voice of the patient,” Qualtrics' chief medical officer told CX Dive.

By Kristen Doerer • Dec. 7, 2023

Dave & Buster’s sees future in revamped restaurants and loyalty growth

The restaurant chain is remodeling its store fleet and enhancing its loyalty program with personalized offerings. 

By Bryan Wassel • Dec. 6, 2023

Rage clicks and dead links: Online shopper frustration grew on Cyber Monday, research finds

Cyber Monday spending hit an all time high, but shoppers' frustration grew along with it.

By Kristen Doerer • Dec. 5, 2023