Why inflation, pricing can impact customer experience

From rising costs to dynamic pricing, prices and how businesses set them shape customers' impressions.

By Kristen Doerer • Dec. 23, 2025

How to train CX professionals for AI

Employees need clear guidance, role-specific training and a “safe space” to practice.

By Michael Brady • Dec. 23, 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

Instacart ends controversial price tests

The pilot, which allowed some retailers to test charging consumers different prices for the same products, became a public flash point after a Consumer Reports investigation. 

By Catherine Douglas Moran • Dec. 22, 2025

Instacart to pay $60M in settlement of FTC lawsuit

The agency alleged that the company misled consumers over delivery promotion fees, made it hard to initiate refunds and did not fully disclose Instacart+ membership trial terms.

By Catherine Douglas Moran • Dec. 22, 2025

What CX leaders need to know about AI security

"If something doesn't go the way the customer wants, the customer is not going to be mad at Zendesk or Qualtrics. They're going to be mad at you,” one expert said.

By Michael Brady • Dec. 19, 2025

Digital experience shortfalls, proof of ROI remain major concerns

Nearly all leaders agree that digital experience orchestration is essential to their strategy, but most say they are not equipped to deliver it at scale, a Sitecore survey found.

By Bryan Wassel • Dec. 18, 2025

How Vanguard uses behavioral nudges with its customers

The firm designed its digital experience for a dual mandate: to create easy and intuitive experiences and encourage better financial decisions.

By Kristen Doerer • Dec. 18, 2025

Combating the consumer ‘joy deficit’ this season

Prices are high, shoppers are stressed out and anxiety-inducing marketing doesn’t help. Here’s what retailers can do instead.

By Cara Salpini • Dec. 17, 2025

Scan-and-go, extended hours help Costco enhance its warehouse experience

The warehouse club is working to strengthen its fundamentals using additions like membership card scanners, CEO Ron Vachris said. “This isn’t about technology for technology’s sake.”

By Bryan Wassel • Dec. 15, 2025

Yum Brands: Solo dining, customization are reshaping value strategy

CMO Ken Muench said the lack of control and predictability in consumers’ lives is pushing diners toward customized experiences — even when that means passing up a deal.

By Aneurin Canham-Clyne • Dec. 15, 2025

Could digital product passports transform customer experience?

Today, customer and product experiences are often separated, but DPPs force “those two worlds to merge,” said Renascence Consulting CEO Aslan Patov.

By Michael Brady • Dec. 15, 2025

Rent the Runway’s NPS improvements boost financials

Net promoter score improvements reflect “a multiyear rebuild of customer trust,” CEO Jennifer Hyman said. The result was a return to positive net income.

By Bryan Wassel • Dec. 12, 2025

Chewy CEO touts trio of ‘flywheel’ offerings as loyalty grows

Chewy’s subscription, paid membership program and vet services compound retention and sales growth.

By Kristen Doerer • Dec. 11, 2025

How CX leaders can overcome confirmation bias and build influence

Confirmation bias about the CX practice can either derail a leader’s early influence or reinforce it. It all depends on how they use the first 100 days.

By Mark Levy • Dec. 11, 2025

Cracker Barrel aims to win back traffic ‘one guest at a time’

Guest metrics are on the rise for elements like service and experience, CEO Julie Felss Masino said. But the improvements weren’t enough to reverse negative sales and traffic trends

By Bryan Wassel • Dec. 10, 2025

Starbucks’ on-premise experience could stave off coffee competitors

Starbucks CEO Brian Niccol said the chain’s emphasis on a coffeehouse atmosphere would result in consumers choosing the chain over “soulless” options.  

By Aneurin Canham-Clyne • Dec. 10, 2025

When holiday deals cause customer confusion, skepticism

In an attempt to boost revenue and gain market share, brands often overpromise and underdeliver on holiday promotions.

By Michael Brady • Dec. 10, 2025

Who is willing to pay for premium experiences?

Consumers are more willing to splurge on superior experiences when they feel optional or deliver enjoyment, KPMG found.

By Bryan Wassel • Dec. 9, 2025

How Amazon fights counterfeits and fake reviews

The retail giant is taking a comprehensive approach, proactively removing suspect reviews and bringing counterfeiters and fake review brokers to court.

By Kristen Doerer • Dec. 8, 2025

Macy’s credits store experience with record Q3 NPS

Investments to in-store customer service helped drive the strongest comparable sales growth in 13 quarters, CEO Tony Spring said.

By Bryan Wassel • Dec. 3, 2025

Unclear discounts put a damper on the Black Friday experience

Many retailers obscured their online promotions, leading to confusing experiences, CI&T’s Melissa Minkow said.

By Bryan Wassel • Dec. 1, 2025

Starbucks anticipates Gen Z Thanksgiving traffic surge as it revamps its experience

The chain has spent the past year working to make its on-premise experience more enticing for consumers, and Gen Z is a prime customer cohort with its affinity for coffeehouse experiences.

By Aneurin Canham-Clyne • Nov. 26, 2025

Best Buy reports better-than-expected sales as NPS rises

The company's experience investments — from leveraging AI in the contact center to specialized training for associates — are translating into sales growth.

By Kristen Doerer • Nov. 26, 2025

Bath & Body Works wants to make the in-store experience ‘less overwhelming’

The retailer is investing in experience as part of a turnaround strategy after third quarter results failed to live up to expectations.

By Kristen Doerer • Nov. 25, 2025

BJ’s credits convenience for high digital sales growth

AI is predicting the most efficient paths for associates to collect the items for orders, making the process about 40% more efficient.

By Bryan Wassel • Nov. 24, 2025