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

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

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

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

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

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

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

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

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

Why 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

Customer satisfaction with online-only banks dwindles, study finds

Though online-only direct bank customers have a higher satisfaction rate than traditional banks, that rate declined this year, particularly for those with checking accounts, J.D. Power reported.

By Rajashree Chakravarty • May 20, 2024

Nonbanking financial institutions must notify FTC of breach under now-live amended rule

Breached organizations must now notify the Federal Trade Commission of security incidents no later than 30 days after discovery.

By Kristen Doerer • May 16, 2024

Call center data security can be complex. Here’s how to keep information safe.

Specialized agents and well-trained chatbots are essential to keep customer data safe, experts say.

By Bryan Wassel • May 13, 2024

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

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

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

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