Strategy
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Daphne Howland/CX Dive
How Abercrombie & Fitch uses geofencing for customer feedback
The retailer can better understand why customers did not purchase an item after an in-store visit and then share those signals with store managers.
By Kristen Doerer • April 2, 2026 -
Brandon Bell / Staff via Getty Images
Dave & Buster’s CEO: Guest experience ‘can never exceed’ staff experience
The company is reducing turnover, increasing engagement and "fostering a collaborative culture" among its employees as it aims to drive traffic, Tarun Lal said.
By Bryan Wassel • April 1, 2026 -
Explore the Trendline➔
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TrendlineTop 5 stories from CX Dive
The top stories from CX Dive look at customer experience trends, generative AI use cases and the components of a good tech stack.
By CX Dive staff -
Permission granted by Shoptalk
How Lowe’s creator network is winning over the next generation of shoppers
The home improvement retailer has partnered with content creators like MrBeast to connect with Gen Alpha long before they purchase their first home.
By Caroline Jansen • March 30, 2026 -
Sam Silverstein/CX Dive
NJ lawmakers advance bill that would limit dynamic pricing methods
The measure is among a number of state-level legislative efforts aimed at restricting retailers from using data about consumers to customize prices.
By Sam Silverstein • March 27, 2026 -
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Why knowledge management is a prerequisite to AI deployment
"The industry is learning the hard way that a large language model is like a brilliant engine, but knowledge is the fuel," WalkMe’s KJ Kusch said. "If you put sludge in the tank, the car isn't going anywhere.”
By Michael Brady • March 26, 2026 -
Brycia James via Getty Images
Starbucks rolls out ordering changes to unify experience across all stores
Kiosks and scheduled orders could be coming to Starbucks cafes in airports, as the chain looks to speed up operations at high-traffic licensed stores.
By Aneurin Canham-Clyne • March 25, 2026 -
Permission granted by Qualtrics
Why TruGreen’s CFO champions customer experience
When the lawn care provider faced a retention rate lower than competitors, it looked to customer experience to drive profitable growth.
By Kristen Doerer • March 25, 2026 -
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BNPL usage surges amid affordability woes, study finds
As more consumers turn to short-term financing, CX experts suggest retailers offer the payment option for mid- to high-ticket discretionary items — and not as a form of credit for small purchases.
By Michael Brady • March 24, 2026 -
Daphne Howland/CX Dive
Why REI treats CX as a critical business function
The outdoor retailer is focused on doubling down on its differentiators, REI’s Clay Walton-House said. That means investing in its elevated services and member experience.
By Kristen Doerer • March 24, 2026 -
Courtesy of Qualtrics
3 CX priorities leaders are focused on this year
At Qualtrics' X4 in Seattle, thousands of CX practitioners gathered to discuss how much the customer experience practice has grown, while highlighting the need for executive sponsorship and buy-in across the enterprise.
By Kristen Doerer • March 23, 2026 -
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At Bob’s Discount Furniture, customer satisfaction tops 90%
Associates create a “low-pressure sales environment” that differentiates the furniture retailer's customer experience from competitors, President and CEO Bill Barton said.
By Bryan Wassel • March 19, 2026 -
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OpinionHow CX leaders can actually prove ROI
If CX wants more credibility, it has to stop reporting activity and start translating experience improvements into outcomes leadership already values.
By Mark Levy • March 18, 2026 -
Jacob Blanck. Retrieved from Wikimedia Commons.
Costco sued by customer seeking tariff refunds
The proposed class action suit seeks to recoup IEEPA-tariff costs an Illinois customer alleges the retailer passed on through higher prices.
By Maura Webber Sadovi • March 17, 2026 -
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Why consumers love, and sometimes hate, tiered loyalty programs
Tiers add flexibility and exclusivity, but when done wrong they can feel frustratingly slow or complex.
By Bryan Wassel • March 17, 2026 -
Roberto Serra/Iguana Press via Getty Images
Knowledgable customers show more brand loyalty, study finds
“Uncertainty can be aversive,” one researcher said. Brands can boost loyalty by helping consumers gain confidence in their product knowledge, according to a study published in the Journal of Marketing Research.
By Michael Brady • March 16, 2026 -
Kaarin Moore/CX Dive
Dick’s pulls back on Foot Locker closures amid store pilot success
A new format is performing so well that Dick’s plans to expand it to 250 Foot Locker stores by this fall — and will shutter a “much smaller” list of locations.
By Cara Salpini • March 16, 2026 -
Courtesy of Petco, Draper James
Petco to relaunch loyalty program later this year
Petco views experiential offerings catered towards its most valuable customers, highly invested pet parents it calls "passionate explorers," as key to returning to growth.
By Kristen Doerer • March 13, 2026 -
Permission granted by Stitch Fix
Stitch Fix’s CX investments drive engagement, but growth not yet in reach
The company’s Stylist Connect feature has boosted client retention, contributing to its goals for long-term, durable active client growth by fiscal year 2027.
By Bryan Wassel • Updated March 13, 2026 -
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Frictionless payments encourage consumers to purchase more — and overspend
About half of consumers say they spend more at checkout when the process is fast and frictionless, a NMI survey found.
By Kristen Doerer • March 12, 2026 -
Justin Sullivan/Getty Images via Getty Images
Kohl’s is investing in a better omnichannel experience. Is it enough?
Kohl’s is making it easier for customers to engage with the company online and in-store, but the changes may not address the brand’s core CX problems.
By Bryan Wassel • March 11, 2026 -
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OpinionIf CX drives results, why is it still fighting for credibility?
Many CX teams know their work impacts the bottom line. The challenge is proving it before the outcome gets absorbed into someone else’s dashboard.
By Mark Levy • March 10, 2026 -
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New Kroger CEO wants to accelerate turnaround
The company will focus on improving the store experience and cutting prices as it strives to grow faster, said Greg Foran, who recently took over as the grocer’s chief executive.
By Sam Silverstein • March 9, 2026 -
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Sponsored by QualfonThe new CX mandate: Driving revenue, managing risk and scaling AI responsibly
Operationalize AI in CX: drive efficiency, control risk, scale with discipline.
By Ian Jones, Chief Marketing Officer, Qualfon • March 9, 2026 -
Andrew Harnik via Getty Images
Delta shakes up CX, customer service leaders
Chief Customer Experience Officer Erik Snell will become CFO, while current CFO Dan Janki will oversee customer care as chief operating officer.
By Bryan Wassel • March 5, 2026 -
Brandon Bell via Getty Images
Financially squeezed consumers forego brand loyalty in search of value
Brands that consistently communicate their value and emphasize convenience are best positioned to maintain loyalty, EY-Parthenon found.
By Kristen Doerer • March 5, 2026
