Most leaders think they offer great experiences, but customers beg to differ

Executives believe they have mastered CX, but the gap between their perception and how consumers feel is wide.

By Kristen Doerer • Dec. 8, 2023

CX leaders are moving up the C-suite hierarchy

Customer-obsessed businesses are elevating CX in the org chart to give it the visibility, resources and C-suite attention it needs, one Forrester analyst said.

By Kristen Doerer • Dec. 6, 2023

Why Domino’s is awarding half a million dollars in snow plowing grants

Chief Brand Officer Kate Trumbull explained how the chain’s latest effort shows off an "experienced by few, seen by many" ethos.

By Chris Kelly • Dec. 6, 2023

Ulta Beauty workers maintain CX despite rising security precautions

Increased staffing will enable stronger theft prevention without slowing customer checkouts during the holiday rush.

By Bryan Wassel • Dec. 5, 2023

World of Hyatt ‘reimagines’ loyalty program benefits

In its latest bid to improve the guest experience, Hyatt updated its milestone rewards tiers based on direct feedback from loyalty members.

By Jenna Walters • Dec. 4, 2023

Kroger improves pickup experience, personalized offerings in CX push

Improvements to the grocer’s pickup program have resulted in higher NPS for the service, CEO Rodney McMullen said.

By Bryan Wassel • Dec. 4, 2023

Nordstrom hinges CX strategy on personalization and convenience

Investments in better data and analytics, as well as faster delivery times, aim to benefit shoppers whether they prefer shopping in-store or online.

By Bryan Wassel • Dec. 1, 2023

Holiday CX quality dips when the last mile is forgotten

Looming parties and gift-giving occasions make holiday deliveries sensitive, but open communications can ease consumers’ concerns.

By Bryan Wassel • Nov. 29, 2023

SpartanNash names chief customer officer

Amy McClellan will take over for David Sisk, who is departing the company at the end of the year.

By Peyton Bigora • Nov. 29, 2023

Best Buy ties experienced, well-equipped associates to higher NPS

Declining sales have led to new operating models, but the retailer is trying to ensure cost reductions don’t come at the expense of the customer experience.

By Bryan Wassel • Nov. 29, 2023

Southwest names chief customer officer as part of a C-suite revamp

The cadre of new senior leaders will help the airlines target end-to-end customer experience improvements and smooth operations.

By Naomi Eide • Nov. 28, 2023

CX leaders, adapting to new customer demands, rethink trust

Trust plays a pivotal role in shaping CX and brand needs must pay attention to the changing dynamics in customer relationships. But what happens if trust is broken?

By Rosalyn Page • Nov. 28, 2023

Nearly 2 in 5 dealers allow car shoppers to complete deals 100% online

But new car shoppers often need to repeat steps in-store after they do them online, which can undermine customer trust and increase how long it takes to complete a deal, Cox Automotive says.

By Michael Brady • Nov. 27, 2023

The more customers trust a brand, the more it’s worth

As trust becomes the linchpin of positive customer experience, it's crucial brands prioritize it and work to close the gap between what the brand promises and what it delivers.

By Rosalyn Page • Nov. 27, 2023

Zoom pushes contact center solutions as next growth vector

Products to empower live agents and offer self-service customer assistance are Zoom’s focus as it pursues fresh avenues for growth.

By Bryan Wassel • Nov. 22, 2023

5 experts on how airlines can maintain good CX during the Thanksgiving rush

Carriers that failed to get a handle on predictable disruptions last year don’t have the luxury of failing customers again this year.

By Kristen Doerer • Updated Nov. 27, 2023

Gap revamps brand experiences as sales decline

Gap is improving the omnichannel shopper experience for Athleta and Banana Republic with nods to their activewear and luxury heritages.

By Bryan Wassel • Nov. 21, 2023

Hyundai says Amazon partnership will improve car-buying process

The online sales partnership comes as car buyers become more frustrated with the traditional vehicle purchase process.

By Eric Walz • Nov. 20, 2023

Customer flexibility is paramount to Walmart’s investment strategy

Investments in store remodels, new fulfillment centers and generative AI will give customers more control over when and how they receive orders.

By Bryan Wassel • Nov. 20, 2023

How leaders see the future of the c-store experience

Standing out from the crowd is top of mind, according to a survey by Incisiv — though executives listed multiple ways that could be accomplished.

By Jessica Loder • Nov. 20, 2023

What’s top of mind for NY’s first CXO

Tonya Webster spoke with CX Dive about her priorities as NY’s first CXO, detailing how she plans to navigate government intricacies to improve New Yorkers' experience.

By Kristen Doerer • Nov. 20, 2023

Target combines atmosphere, associates and value to drive holiday CX

The retailer is leaning into seasonal experiences to build loyalty with customers and offset weak sales.

By Bryan Wassel • Nov. 17, 2023

The top customer experience conferences to attend in 2024

Some of these events cover the whole of the CX industry, others look at its intersection with digital transformation and employee experience. All have something to offer a CX leader.

By Kristen Doerer , Bryan Wassel • Nov. 17, 2023

On Black Friday, experiential retail takes a backseat to efficiency

Shoppers braving the crowds aren’t looking for a personal assistant — they know what they want, and they want it fast.

By Bryan Wassel • Nov. 16, 2023

LA Metro tries to woo riders with CX improvements

Mass transit ridership took a hit in the pandemic. Now, the agency is rolling out the red carpet to bring riders back.

By Kristen Doerer • Nov. 15, 2023