Strategy
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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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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 -
Explore the Trendline➔
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TrendlineTop 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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‘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 Kristen Doerer • July 14, 2025 -
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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 Bryan Wassel • July 11, 2025 -
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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 -
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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 -
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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 Kristen Doerer • July 10, 2025 -
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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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 Bryan Wassel • July 9, 2025 -
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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 Kristen Doerer • July 8, 2025 -
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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 Kristen Doerer • July 8, 2025 -
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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 Bryan Wassel • 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 Bryan Wassel • July 7, 2025 -
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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 Bryan Wassel • Updated July 7, 2025 -
Courtesy of Sam's Club
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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OpinionHow 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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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 Bryan Wassel • June 26, 2025 -
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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 -
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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 Bryan Wassel • June 20, 2025 -
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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 Bryan Wassel • June 18, 2025 -
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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 Bryan Wassel • June 17, 2025 -
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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 -
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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 -
Courtesy of Shein
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 -
Courtesy of Starbucks
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
