Strategy


  • The outside of a Dave & Buster's restaurant.
    Image attribution tooltip
    JHVEPhoto via Getty Images
    Image attribution tooltip

    Dave & Buster’s CEO out, but his CX strategy marches on

    Interim CEO Kevin Sheehan has “a tremendous amount of confidence” in the plans, which were developed in tandem with the board.

    By Dec. 13, 2024
  • A person with long hair carries a stack of boxes.
    Image attribution tooltip
    Courtesy of Stitch Fix
    Image attribution tooltip

    Stitch Fix values flexibility in push for better client experiences

    The company increased the item limit on orders and is offering stylist profiles as it aims to better engage customers and attract lapsed clients.

    By Dec. 13, 2024
  • A person opens a package and reads a note. Explore the Trendline
    Image attribution tooltip
    blackCAT via Getty Images
    Image attribution tooltip
    Trendline

    Loyalty

    In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.

    By CX Dive staff
  • The outside of a Lowe's store
    Image attribution tooltip
    Spencer Platt/Getty Images via Getty Images
    Image attribution tooltip

    Lowe’s puts tech first in its 2025 CX plans

    The home improvement retailer plans to revamp its loyalty program for contractors and expand the use of AI to grow its market share.

    By Dec. 11, 2024
  • the top corner of a Rent the Runway store is seen from outside on a sunny day.
    Image attribution tooltip
    Michael M. Santiago via Getty Images
    Image attribution tooltip

    Rent the Runway improves customer onboarding to drive loyalty, engagement

    Style appointments and a relaxed replacement policy for new subscribers are among the CX upgrades the retailer rolled out in pursuit of growth.

    By Dec. 10, 2024
  • The exterior of a Citizens Bank is pictured.
    Image attribution tooltip
    Kate Tornone/CX Dive
    Image attribution tooltip

    Citizens tweaks features, eyeing deeper ties to customers

    Recent upgrades to the bank’s digital experience are aimed at fueling primacy with clients, a Citizens executive said.

    By Caitlin Mullen • Dec. 9, 2024
  • The Chewy.com website.
    Image attribution tooltip
    Joe Raedle / Staff via Getty Images
    Image attribution tooltip

    Chewy returns to member growth with better site experiences

    A more convenient in-app experience and positive responses to veterinary clinics helped drive customer growth at the pet goods retailer.

    By Dec. 6, 2024
  • People with luggage enter an airport below a Frontier sign.
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    Frontier adds first-class seats, bucking low-cost reputation

    The airline is the latest to offer more premium services in response to demand from customers.

    By Dec. 4, 2024
  • The exterior of the USAA headquarters building is shown.
    Image attribution tooltip
    Courtesy of USAA
    Image attribution tooltip

    USAA tops KPMG’s list for best customer experience

    H-E-B and Patagonia also rose to the top of the list for excelling at meeting customer needs and demonstrating a deep commitment to the communities they serve, according to KPMG.

    By Dec. 4, 2024
  • People are seen shopping outside during Black Friday.
    Image attribution tooltip
    David Dee Delgado / Stringer via Getty Images
    Image attribution tooltip

    Black Friday, slower in 2024, still has plenty of CX lessons to share

    In-store traffic was down compared to last year, but businesses’ Black Friday performance can still help retailers fine-tune CX for the rest of the year.

    By Dec. 2, 2024
  • An SUV with an Uber sticker waits for a customer on a busy street.
    Image attribution tooltip
    Spencer Platt via Getty Images
    Image attribution tooltip

    FTC questions Uber’s subscription practices

    The ride-hailing company defended its Uber One cancellation process and said it would answer the Federal Trade Commission’s questions about its cancellation policies.

    By Dec. 2, 2024
  • A person in an apparel store can be seen through a Black Friday sign in a store window.
    Image attribution tooltip
    Kena Betancur via Getty Images
    Image attribution tooltip

    Winners and losers of Black Friday 2024

    With deals spread out and e-commerce surging even on Thanksgiving Day, the red-letter event seems to be losing its punch.

    By Daphne Howland • Dec. 2, 2024
  • Two people with shopping bags, walking down the street on a snowy day.
    Image attribution tooltip
    vgajic via Getty Images
    Image attribution tooltip

    Why stores still spark joy around the holidays

    Online shopping has surged over the years, but it’s hard to replicate the discovery — and fun — of going to stores.

    By Cara Salpini • Nov. 27, 2024
  • The exterior of a store with a banner that reads "Bath & Body Works."
    Image attribution tooltip
    Courtesy of Bath & Body Works
    Image attribution tooltip

    Bath & Body Works hits 38M loyalty members

    The retailer reported record-high customer retention rates in Q3 2024 and set its sights on offering a seamless omnichannel experience.

    By Nov. 26, 2024
  • A woman holds up her smart phone to a tablet that is asking what percentage of a tip should be added.
    Image attribution tooltip
    lechatnoir via Getty Images
    Image attribution tooltip

    Are customers tipping more? Here’s what the data says.

    While customers feel more pressure to tip across industries, they still tip a relatively stable 18% at restaurants.

    By Julie Littman • Nov. 26, 2024
  • People sit in a radio studio.
    Image attribution tooltip
    The image by ruthdaniel3444 is licensed under CC BY 2.0
    Image attribution tooltip

    SiriusXM ran afoul of federal statute with cancellation policy, judge rules

    The satellite radio provider made it too difficult for customers to cancel their subscriptions, a New York supreme court justice ruled last week.

    By Nov. 25, 2024
  • The outside of a Gap store
    Image attribution tooltip
    daboost via Getty Images
    Image attribution tooltip

    Gap Inc. plans more CX improvements as reinvigoration plan pays off

    The retailer aims to accelerate its CX improvements, including through store remodels, to build on current momentum.

    By Nov. 25, 2024
  • A crowd inside the Macy's Herald Square store on Black Friday 2023.
    Image attribution tooltip
    Kena Betancur / Stringer via Getty Images
    Image attribution tooltip

    Expectations for Black Friday experiences are changing. Here’s how.

    Through inventory management, associate support and consistency, retailers can offer stressed-out shoppers a pleasant sense of normalcy. 

    By Nov. 25, 2024
  • A person walks toward the door of the U.S. Department of Labor building.
    Image attribution tooltip
    Kate Tornone/CX Dive
    Image attribution tooltip

    $35K overtime salary threshold back in effect

    A federal judge ruled that the Department of Labor’s 2024 rule exceeded the agency’s authority and is unlawful.

    By Ginger Christ • Nov. 22, 2024
  • Rohit Chopra, Director of the Consumer Financial Protection Bureau, giving a speech in an auditorium.
    Image attribution tooltip
    Anna Moneymaker via Getty Images
    Image attribution tooltip

    CFPB tweaks big tech payments rule

    The rule will allow the agency to supervise nonbank companies’ use of consumer data as well as how they correct errors and monitor fraud on their systems.

    By Lynne Marek • Nov. 22, 2024
  • People shop for merchandise in a retail store in New York City.
    Image attribution tooltip
    Spencer Platt / Staff via Getty Images
    Image attribution tooltip

    US customer satisfaction climbs to new heights from pandemic low

    Consumers might grumble about inflation and price increases, but their satisfaction with businesses' services and products is on the rise, according to ACSI data.

    By Nov. 22, 2024
  • Walmart curbside pickup.
    Image attribution tooltip
    Courtesy of Walmart
    Image attribution tooltip

    Walmart makes convenience a priority as it grows e-commerce market share

    Executives credited investments in delivery and pickup options for growing sales from households earning more than $100,000.

    By Nov. 21, 2024
  • Employees collaborating during a meeting.
    Image attribution tooltip
    Hiraman via Getty Images
    Image attribution tooltip

    How new global CX standards aim to conquer data management challenges

    Bain, Kantar and Qualtrics created CX standards to emphasize the importance of analyzing customer feedback on the relationship, interaction and journey level.

    By Nov. 21, 2024
  • Customers move through a crowded department store with holiday decorations.
    Image attribution tooltip
    Jeenah Moon / Stringer via Getty Images
    Image attribution tooltip

    Brick-and-mortar holiday shopping still reigns, but customers look online for ideas

    While online shopping aids with discovery, the ability to experience a product drives customers to stores, EY-Parthenon found.

    By Nov. 20, 2024
  • Pumpkin spice products
    Image attribution tooltip
    Catherine Douglas Moran/CX Dive
    Image attribution tooltip

    The power of grocery brands that consumers ‘love’

    Retailers with fan-favorite food brands see stronger loyalty and higher wallet share, Bain & Company found in a new report.

    By Catherine Douglas Moran • Nov. 20, 2024
  • legal tech
    Image attribution tooltip
    tolgart via Getty Images
    Image attribution tooltip

    How to maintain customer trust while deploying AI

    To address customer distrust of generative AI, experts urge businesses to establish governance plans and pick and choose use cases.

    By Nov. 19, 2024