Strategy


  • Packaged Nintendo Switch 2 consoles in boxes are displayed on a table.
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    Joe Raedle via Getty Images
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    Consumers rush to buy tech products, motivated by tariff fears, survey finds

    Consumer behavior is changing as anxiety over price hikes and product shortages grows, increasing the importance for businesses to build trust with customers.

    By Michael Brady • July 14, 2025
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    Retrieved from Snapchat on July 10, 2025
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    American Eagle drives in-store back-to-school shopping with Snap Map

    The retailer is promoting 800 of its locations in the app and will also launch an augmented reality AE Jeans Try-on Haul Lens.

    By Jessica Deyo • July 14, 2025
  • Woman displays an app to rate your experience at a store. Explore the Trendline
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    Hispanolistic via Getty Images
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    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
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    Liubomyr Vorona via Getty Images
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    ‘Click to cancel’ is canceled. What should CX leaders do now?

    Though the rule is blocked, its ethos shouldn’t be, experts told CX Dive. Trapping consumers in subscriptions is detrimental to customers and brand reputation.

    By July 14, 2025
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    MStudioImages via Getty Images
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    Customers back up their initial searches for local businesses with reviews

    Search engines, social media and AI are all used as jumping off points, but the lion’s share of consumers look to reviews to evaluate their findings, according to a Soci survey.

    By July 11, 2025
  • TikTok's app is seen on an iPhone.
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    Dan Kitwood via Getty Images
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    These social media platforms are beating out Google for product discovery, reviews

    While many shoppers still use the search giant, a PartnerCentric survey found some are instead turning to Reddit, TikTok and others.

    By Xanayra Marin-Lopez • July 11, 2025
  • An arm reaches out of a gray car to collect a bag of food while an employee with blue gloves hands off the bag.
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    NewSaetiew via Getty Images
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    Packaging suppliers respond to QSR diners hungry for a better experience

    Manufacturers are working with their restaurant customers to improve takeout, as well as sustainability opportunities for food service ware.

    By Shefali Kapadia • July 10, 2025
  • A shopper browses an aisle of snacks with the sign "maxx every dollar" behind her.
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    Scott Olson via Getty Images
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    How consumers are responding to tariffs — and what CX leaders can do about it

    Consumers are scaling back spending, switching to store label brands, and reconsidering big purchases. CX leaders need to highlight value to keep their loyalty, experts say.

    By July 10, 2025
  • A closeup of a Shein sign on a wall.
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    The image by Dick Thomas Johnson is licensed under CC BY 2.0
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    Shein fined $47M for misleading promotions in France

    An investigation by the country’s antitrust authority found that more than half of the fast fashion company’s promotions involved no real price reduction.

    By Laurel Deppen • July 9, 2025
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    Bevan Goldswain via Getty Images
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    Leaders think they’re doing a good job on CX. Customers don’t agree.

    A vast majority of leaders say CX is a main or increased focus, but few say CX is extremely important to invest in, according to an Amdocs Studios survey.

    By July 9, 2025
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    andresr via Getty Images
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    Nature’s Path names first-ever chief customer officer

    Laura Chamberlain will manage the U.S. sales team and lead U.S. customer strategy at the organic food company.

    By July 8, 2025
  • Customer with water in his cart is shown shopping inside a Costco store.
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    Joe Raedle via Getty Images
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    Stores remain dominant, even as digital, AI shopping grows

    Physical retail is still the most popular channel to shop, but as AI tools become more prevalent, retailers will need to rethink in-person offerings, EY’s Jon Copestake says.

    By July 8, 2025
  • The Zappos.com sign at company’s headquarters in Las Vegas, Nevada.
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    JHVEPhoto via Getty Images
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    Chewy, Zappos, H-E-B among companies that buck CX decline

    Global customer experience quality dropped to an all-time low in 2025, according to Forrester. However, some brands defied the trend with good return policies and easy experiences.

    By July 7, 2025
  • Want to deliver better customer experience? Align it with your brand experience

    Brand experience is often established before consumers engage with a company, and it can have a significant impact on what they expect from customer experience.

    By July 7, 2025
  • The inside of Chamos' reimagined store concept.
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    Permission granted by Champs
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    As Champs reimagines stores, mall convenience meets e-commerce perks

    The sports retailer’s new store concept aims to use technology to offer frictionless experiences that blend the benefits of its digital and physical channels.

    By Updated July 7, 2025
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    Courtesy of Sam's Club
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    How Sam’s Club sees fresh food, digital tools fueling its ambitious growth plans

    Walmart-owned club retailer is enhancing the shopping experience with sushi, automated receipt checks and a new app platform, its CFO said at a conference.

    By Catherine Douglas Moran • June 30, 2025
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    Getty Images via Getty Images
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    Opinion

    How to align brand and customer experience

    While brand experience is about crafting a compelling image, CX focuses on understanding and fulfilling customer needs. Both are crucial for delivering cohesive experiences.

    By Leah Leachman • June 27, 2025
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    Kosamtu via Getty Images
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    US customer experience quality hits an all-time low, Forrester finds

    While the decline is considered mild, experts warn that leaders still need to act now or risk getting left behind.

    By June 26, 2025
  • A truck with a message is parked outside a store.
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    Adam Bettcher via Getty Images
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    How ditching Pride now could hurt brands later

    Some retailers that once wholeheartedly celebrated and supported the LGBTQ+ community have pulled away. What if they want to rejoin the party?

    By Daphne Howland • June 24, 2025
  • Shot of a Kroger storefront in Houston, Texas on Sept. 9, 2022
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    Brandon Bell via Getty Images
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    Kroger CEO sees experience as its second market-share driver

    Improvements to customer service, simplified promotions and better in-store conditions are helping the chain grow its share of grocery customers, executives say.

    By June 20, 2025
  • Amazon CEO Andy Jassy speaks during a keynote address at AWS re:Invent 2024, a conference hosted by Amazon Web Services, at The Venetian Las Vegas on December 3, 2024 in Las Vegas, Nevada.
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    Noah Berger / Stringer via Getty Images
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    Amazon CEO: AI agents will shrink staff but improve CX

    Generative AI’s ability to remove rote work could help the retailer focus on the user experience, but will reduce the number of people required for today’s jobs, along the way.

    By June 18, 2025
  • Woman ordering new high heel shoes in online shop and paying for purchase by credit card.
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    grinvalds via Getty Images
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    Customers keep coming back when product information is easy to find

    Basic details like features and capabilities are an important part of product description pages, a Syndigo survey found.

    By June 17, 2025
  • An image of a brick building with red Chick-fil-A signage
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    Brandon Bell via Getty Images
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    Chick-fil-A leads in customer satisfaction for 11th straight year

    The ACSI 2025 report found challenger brands on the march, sector leaders on the defensive, and Starbucks showing surprising strength.

    By Aneurin Canham-Clyne • June 17, 2025
  • A return of a Shein item leveraging UPS' Happy Returns occurs at a Forever 21 location.
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    Permission granted by Happy Returns
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    Free returns are often a deal breaker for consumers

    Nearly 9 in 10 consumers expect free returns as standard, according to a Rithum survey. 

    By Michael Brady • June 16, 2025
  • A Shein store is pictured, with a rack of clothes on display.
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    Courtesy of Shein
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    Shein pushes consumers toward overconsumption, report says

    An EU consumer group said the fast fashion giant uses “dark patterns” to trigger unwilling spending.

    By Laurel Deppen • June 13, 2025
  • A Starbucks worker in a green apron and a black shirt.
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    Courtesy of Starbucks
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    Starbucks cafes are getting more managers

    The cafe chain is launching a full-time assistant manager program, which will be systemwide in 2026, to fill a critical gap in store-level leadership.

    By Julie Littman • June 13, 2025