3 major banks turn to predictive insights to boost trust

Bank of America, U.S. Bank and Wells Fargo allow users to analyze estimated spending, scheduled transactions and deposit data.

By Kristen Doerer • Sept. 18, 2025

Gopuff wants to build on its reliability with a more personalized, transparent website

The instant delivery company wants to make its site easier to shop without sacrificing speed, according to co-CEO Yakir Gola.

By Bryan Wassel • Sept. 18, 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

What department should CX be in? ‘It depends.’

When deciding where the function should reside, leaders should consider the team's capabilities and responsibilities, CX leadership, the CEO and the organization, Forrester’s Judy Weader said.

By Kristen Doerer • Sept. 17, 2025

Consumer confidence falls on dimming outlook for labor market

“After months of a frozen job market with little hiring outside of healthcare, people now see more industries turning to layoffs,” Navy Federal Credit Union Chief Economist Heather Long said.

By Jim Tyson • Sept. 16, 2025

Rent the Runway says its CX efforts are paying off. The financials aren’t as rosy.

The clothing rental company saw active subscriber growth and NPS improvements, but it reported a net loss of $26.4 million and increased prices for subscriptions.

By Kristen Doerer • Sept. 16, 2025

Einstein Bros. Bagels elevates store template

The bagel chain is the latest restaurant brand to prioritize warmth and a separation between digital pickup and in-store channels in its store design. 

By Aneurin Canham-Clyne • Sept. 12, 2025

Cracker Barrel halts remodels after logo backlash, lackluster test

The chain only remodeled four stores before deciding to discontinue its reimage efforts, which drew the ire of loyal customers. 

By Aneurin Canham-Clyne • Sept. 11, 2025

Trump DOT nixes compensation requirement for airline delays and cancellations

The Trump administration is rolling back Biden-era consumer protections, including those that had yet to take off.

By Kristen Doerer • Sept. 9, 2025

How 1-800-Flowers plans to revitalize its experience, loyalty program

The gift retailer has fallen behind with regards to customer expectations and technology changes, according to CEO Adolfo Villagomez.

By Bryan Wassel • Sept. 9, 2025

An inside look at Starbucks’ coffeehouse redesign

With 1,000 renovations and new builds set to incorporate warmer colors, more seating and experiential changes, Starbucks may be on its way to physically restoring its coffeehouse-vibe.

By Aneurin Canham-Clyne • Sept. 8, 2025

Best Buy, Uber Eats partner on same-day delivery, scheduled drop-offs

Shoppers can use the Uber Eats app to have electronics delivered from over 800 of the retailer’s locations. 

By Tatiana Walk-Morris • Sept. 5, 2025

Consumer sentiment declines as price sensitivity persists

Consumers are tightening their purse strings and prioritizing essentials while cutting back on discretionary goods.

By Kristen Doerer • Sept. 5, 2025

How to communicate with customers about tariffs

An understanding of your customers’ needs and a sound crisis communications plan are key to navigate ever-changing trade policies.

By Michael Brady • Sept. 4, 2025

Macy’s reimagined stores continue to outperform in sales and NPS

The retailer needs to ensure it delivers a better experience while investing in sales growth and improving the bottom line, according to CEO Tony Spring.

By Bryan Wassel • Sept. 3, 2025

How DSW’s new brand platform showcases the fun of in-person shopping

Created with Crispin, “Let Us Surprise You” celebrates the in-store experience, as the shoe retailer does 70% of its business in person.

By Chris Kelly • Sept. 3, 2025

How 3 quick-service restaurants are looking to CX to revive traffic

Wendy’s is focusing on operations, McDonald’s on loyalty and Taco Bell on digital ordering. How can each approach keep customers coming back?

By Bryan Wassel • Sept. 2, 2025

Consumer confidence dips on anxiety about jobs, income: Conference Board

The average 12-month expectation for inflation jumped to 6.2% this month from 5.7% in July, the Conference Board found in a consumer survey.

By Jim Tyson • Aug. 28, 2025

Most businesses expect CX budgets to match, exceed inflation

CX teams plan to invest more in technology and team-led initiatives while spending less on third-party service providers, according to Forrester.

By Michael Brady • Aug. 28, 2025

Kohl’s knows it has an ‘inconsistent in-store experience,’ interim CEO says

The retailer is adjusting its store layouts and reducing restrictions on coupons to create a more enjoyable and dependable shopping experience. 

By Bryan Wassel • Aug. 27, 2025

3 challenges CX leaders will face for the rest of 2025

A trade war, rising prices and fresh AI developments are putting CX teams in the hot seat.

By Bryan Wassel , Kristen Doerer • Aug. 27, 2025

Target’s incoming CEO makes consistent experiences a top priority

The retailer plans to invest $4 billion this year to improve the shopping experience as Michael Fiddelke prepares to take the helm.

By Bryan Wassel • Aug. 20, 2025

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

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