How Vanguard modernized client experiences

“If you're going to be competing against both very flashy new entrants as well as your major competitors, how are you going to step up to that plate?” Vanguard’s Nathan Zahm said. “And CX was it.”

By Kristen Doerer • Nov. 13, 2025

Why Optimum looks to the frontline for customer pain points

“I learn most when I'm in a call center in the Philippines or in India or in Brooklyn than what I hear through a bunch of PowerPoints in the boardroom,” said CCXO Shuvankar Roy.

By Kristen Doerer • Nov. 12, 2025

Explore the Trendline➔

Top 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

Consumer sentiment slumps to 3-year low on shutdown, economy fears

The decline in consumer sentiment this month spanned all population categories, including age, income and political affiliation, the University of Michigan found in a survey.

By Jim Tyson • Nov. 10, 2025

Wendy’s CX improvements carve out a bright spot amid weak sales

Experience investments helped company-owned U.S. restaurants same-store sales outperform systemwide sales by 4%.

By Bryan Wassel • Nov. 10, 2025

Grocery Outlet details fresh-focused store remodels

The discounter has relocated its fresh departments and improved traffic flow to make its shopping experience easier, company executives told investors.

By Catherine Douglas Moran • Nov. 10, 2025

Hertz shows wins from customer service investments, names CX chief

Customer backlash to AI-powered vehicle scans this summer did not deter AI investments in the company’s customer service operations.

By Bryan Wassel • Nov. 4, 2025

Starbucks is getting faster at service, CEO says

CEO Brian Niccol said investments in hiring, employee hours and improved order sequencing are contributing to higher brand affinity.

By Bryan Wassel • Oct. 30, 2025

PayPal wants to make payments easier, for you or your AI agent

The payment company is scaling its redesigned checkout experiences and preparing for a future in which agentic AI makes purchases for consumers.

By Kristen Doerer • Oct. 30, 2025

Verizon ‘must shift to a customer-first focus,’ new CEO says

The company plans to strengthen loyalty, eliminate practices that detract from CX, and leverage AI to simplify offers, CEO Dan Schulman said.

By Bryan Wassel • Oct. 29, 2025

JetBlue grows satisfaction as CX strategy shows signs of success

Though the airline has yet to return to profitability since the launch of its JetForward turnaround plan, the carrier has seen improvements to NPS.

By Kristen Doerer • Oct. 29, 2025

T-Mobile sets its sights on eliminating the ‘pain’ of signups and upgrades

Digital tools can make the carrier’s upgrade and signup processes feel “like a transaction you're doing in 2025 rather than in 2002,” COO Srini Gopalan said.

By Bryan Wassel • Oct. 27, 2025

American courts customers with premium experiences

While main cabin revenue has faltered in recent quarters, premium revenue has grown, and American Airlines is eager to meet the rising demand.

By Kristen Doerer • Oct. 27, 2025

Support’s first pull request

In 2026, it will become common for Support teams to ship code changes.

By Matt Rubright, CCO at Jam • Oct. 27, 2025

Southwest’s NPS bounces back after elimination of marquee policies

The airline is turning the corner after a shaky start to its transformation plan that coincided with a dip in travel.  

By Kristen Doerer • Oct. 24, 2025

Want to make a good impression online this holiday? Be reliable

The holidays are not the time to test exciting new innovations, experts say, but a good first impression can win customers long term.

By Bryan Wassel • Oct. 22, 2025

A CX council might just be the key to breaking down silos

By connecting marketing, digital, operations and service teams, a CX council can ensure that what's promised in one channel is delivered in another.

By Mark Levy • Oct. 21, 2025

Best Buy CEO: ‘Our focus is manically on the customer’

Corrie Barry says keeping the customer at the center is key to a resilient company that can keep up with changing technology and consumer behavior.

By Kristen Doerer • Oct. 15, 2025

Why holiday season store experiences should be helpful but unobtrusive

Holiday shoppers are often busy and stressed, and a retailer that turns the holiday rush into a smooth, enjoyable experience can earn loyalty without the need for flashy gimmicks.

By Bryan Wassel • Oct. 14, 2025

Ahead of the holidays, consumer sentiment remains muted

Nearly 1 in 5 consumers are switching retailers — a tactic used mostly by younger generations, according to Wunderkind.

By Kristen Doerer • Oct. 10, 2025

Delta says its ‘relentless focus’ on customer experience pays off

The air line roared into the fourth quarter, reporting $15.2 billion in revenue, led by premium, corporate and loyalty.

By Kristen Doerer • Oct. 9, 2025

Why brands should stand firm on their values despite the fear of backlash

Executives discussed the importance of brand values in growing loyalty and the future of inclusive strategies during Advertising Week New York.

By Jessica Hammers • Oct. 9, 2025

CX leaders need to drive AI governance before it’s too late

Businesses are moving full steam ahead without it, damaging their customer experience, loyalty and brand reputation in the process.

By Michael Brady • Oct. 9, 2025

For luxury brands, brick-and-mortar reigns, but online experience falls flat

Luxury clients said personalized suggestions that fit their style and enhanced product visualizations would make their online experience more rewarding.

By Kristen Doerer • Oct. 8, 2025

Citizens Bank rolls out student hub to increase customer engagement, loyalty

The bank rolled out a resources section on its website geared toward offering holistic, personalized advice and resources for its student customers.

By Kristen Doerer • Oct. 8, 2025

CX quality is improving, no thanks to AI customer support

Half of consumers are concerned that AI will impede their ability to connect to a human, according to Qualtrics XM Institute.

By Kristen Doerer • Oct. 7, 2025