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

Companies like Kellanova are turning to zero-party and first-party data to deeply understand and engage their customers as privacy standards change. 

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

Nordstrom hinges CX strategy on personalization and convenience

Investments in better data and analytics, as well as faster delivery times, aim to benefit shoppers whether they prefer shopping in-store or online.

By Bryan Wassel • Updated March 11, 2024

Consumer-focused AI to fuel CX innovation despite tight budgets, survey finds

Leaders are under pressure to deliver standout content, and AI will enable them to do so despite monetary constraints.

By Bryan Wassel • Nov. 30, 2023

What’s top of mind for NY’s first CXO

Tonya Webster spoke with CX Dive about her priorities as NY’s first CXO, detailing how she plans to navigate government intricacies to improve New Yorkers' experience.

By Kristen Doerer • Nov. 20, 2023

Rivian sees post-purchase experience as key electric vehicle differentiator

CEO RJ Scaringe believes Rivian’s software capabilities and user experience will help it stand out from the competition.

By Bryan Wassel • Nov. 8, 2023

What PXG learned from measuring customer satisfaction

For every point increase in satisfaction at Parsons Xtreme Golf, there was an increase in the odds of a customer making a purchase.

By Rosalyn Page • Nov. 7, 2023

Businesses are rich with data, but they want more value from it

Data defines the customer experience, but the full potential remains elusive if it's not shared across teams.

By Bryan Wassel • Nov. 6, 2023