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

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

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

Target updates operations so associates can spend more time with shoppers

Michael Fiddelke is making CX improvements one of the pillars that could help Target return to sales growth as he prepares to take on the CEO role.

By Bryan Wassel • Nov. 19, 2025

Home Depot benefits from fast delivery and well-stocked shelves

Customer satisfaction is on the rise, though CX investments weren’t enough to uplift disappointing sales growth.

By Bryan Wassel • Nov. 18, 2025

Airlines will not have to compensate customers for flight disruptions

While the Department of Transportation is nixing the proposed rule, consumers' right to a refund or rebooking remain intact.

By Kristen Doerer • Nov. 17, 2025

Front-line workers are more difficult to find, train and retain, study says

Employers’ previous assumptions about how easily essential workers can be hired or replaced have become increasingly unreliable, according to a Josh Bersin report.

By Laurel Kalser • Nov. 17, 2025

Stagnant customer satisfaction offers warning to business, ACSI says

The latest data indicates inflation may be constricting customer satisfaction, which impacts CX strategy, Watermark Consulting’s Jon Picoult says.

By Kristen Doerer • Nov. 14, 2025

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

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