Home Depot focuses on faster deliveries to boost satisfaction

Dedicated associates and machine learning-driven efficiency improvements helped the retailer achieve its fastest ever delivery speeds during the second quarter, executives said.

By Bryan Wassel • Aug. 19, 2025

NPS has its flaws — but when is it the right tool for the job?

The fluidity of customer experiences means a single label or number often doesn't tell the whole story. For CX teams, that requires looking beyond NPS.

By Bryan Wassel • Aug. 19, 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

Cava deploys tech to free up workers’ time to connect with guests

The company is investing in automated food production for digital orders only, as “technology should enhance, not replace the human experience,” CEO Brett Schulman said.

By Bryan Wassel • Aug. 13, 2025

Customer dissatisfaction over quality, price and quantity grows

While the dip in Q2 is minor, the trend of declining satisfaction is significant — and concerning, ACSI’s Forrest Morgeson said. 

By Kristen Doerer • Aug. 12, 2025

Wendy’s wants good experiences to drive frequency as consumers pull back spending

Customer satisfaction on orders were up significantly year over year, but it wasn’t enough to offset a negative quarter.

By Bryan Wassel • Aug. 11, 2025

Stressed, bored and curious: How consumers are approaching food shopping right now.

Shoppers don’t just want retailers to echo their economic anxieties — they want help discovering new food and beverages, the Kearney Consumer Institute found.

By Jeff Wells • Aug. 11, 2025

Warby Parker to end home try-on program as it focuses on stores, digital experience

The eyewear company said the vast majority of the program’s users live within 30 minutes of one of the retailer’s 300 stores.

By Caroline Jansen • Aug. 8, 2025

Burger King, Tim Hortons see highest customer satisfaction in years

The burger chain's customer satisfaction rose following improvements in areas like friendliness and order accuracy, while Tim Hortons’ focus on faster speed of service paid off.

By Bryan Wassel • Aug. 7, 2025

Starbucks sees a CX future in its coffeehouse roots. Is that enough?

Though there are signs of improvement, the coffee chain is up against a changed customer base. The standards pioneered during its rise are now table stakes for any coffee vendor.

By Bryan Wassel • Aug. 5, 2025

Wayfair’s curated product program boosts customer satisfaction

“The verified checkmark provides a guidepost for shoppers as they navigate our endless aisle, and the response from customers has been very positive,” CEO Niraj Shah said.

By Kristen Doerer • Aug. 4, 2025

Amazon zeroes in on delivery speed, pursues greater AI ambitions

The digital retailer is sharpening its experience with faster delivery while rolling out Alexa+ to more users ahead of what CEO Andy Jassy sees as an AI-driven future.

By Bryan Wassel • Aug. 1, 2025

Ebay CEO: AI ‘continues to fundamentally change’ customer experience

Agentic commerce is a small part of the digital retailer’s business, but “it has a nice growth rate,” CEO Jamie Iannone said on a Q2 2025 earnings call.

By Bryan Wassel • July 31, 2025

Southwest, after overhauling customer offerings, fails to see a ‘measurable’ impact

The airline's passenger revenue fell, and executives acknowledged its Rapid Rewards loyalty program has not done as well as they would like.

By Kristen Doerer • July 31, 2025

4 takeaways from Starbucks’ customer experience plans

The company is laying the foundations to make Starbucks “once again the gold standard in customer service” and is planning to revamp its loyalty program next year, CEO Brian Niccol said.

By Bryan Wassel • July 30, 2025

Starbucks puts human connection at the forefront of new service strategy

As the coffee chain prepares to deploy the Green Apron Service plan nationwide, it is building on an eight-week pilot across 1,500 stores.

By Bryan Wassel • July 29, 2025

T-Mobile sees customer, financial gains from transformation plan

Customers have downloaded the T-Life app, a key part of its digital push, more than 75 million times since its launch in early 2024.

By Kristen Doerer • July 28, 2025

Why more CX leaders are looking to Africa for contact center agents

Perhaps most attractive is the continent’s untapped labor market, which largely comprises young people with an affinity for technology. 

By S.L. Fuller • Updated July 30, 2025

Albertsons looks to tried-and-true methods to bolster e-commerce

The grocery company aims to be “brilliant at the basics” as it refines its digital capabilities and ushers in new technologies like AI, executive Jill Pavlovich said.

By Peyton Bigora • July 25, 2025

Sonos makes interim CEO’s appointment permanent as it works to win back customers

The company’s efforts are paying off, CEO Tom Conrad said. Customer and dealer net promoter scores are improving, while household listening hours have increased year over year.

By Kristen Doerer • July 24, 2025

Can surveys alone tell you what customers really want? Experts say ‘no.’

"Customers are reliable narrators of their current frustrations, but they are unreliable narrators of their future actions," one expert said.

By Michael Brady • July 24, 2025

AT&T’s customer guarantee is working, CEO says

The company has seen improved net promoter scores among wireless and fiber customers following a network event, CEO John Stankey said.

By Kristen Doerer • July 23, 2025

Inflation concerns spur early summer shopping: report

A national survey from marketing firm Optimove found that consumers were concerned about tariffs and planned to check online prices while shopping in-store.

By Howard Ruben • July 23, 2025

Consumer sentiment edges up on expectations inflation will cool

Recent stability in consumer sentiment coincides with mixed signals on employment and retail sales.

By Jim Tyson • July 22, 2025

Consumer ire over delivery mishaps shifts from shippers to merchants

E-commerce retailers are struggling to meet consumers’ rising expectations for faster delivery, according to InsureShield Shipping Insurance.

By Michael Brady • July 21, 2025

Lowe’s links end-user feedback loop to AI tool improvements

The home improvement retailer has been expanding AI access to its associates and tweaking tools with the intersection of employee and customer experience in mind.

By Lindsey Wilkinson • July 21, 2025