Strategy
-
Permission granted by Champs
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 • July 1, 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 -
Explore the Trendline➔
blackCAT via Getty Images
TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
Getty Images via Getty Images
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 -
Kosamtu via Getty Images
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 -
Adam Bettcher via Getty Images
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 -
Brandon Bell via Getty Images
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 -
Noah Berger / Stringer via Getty Images
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 -
grinvalds via Getty Images
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 -
Brandon Bell via Getty Images
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 -
Permission granted by Happy Returns
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 -
Mark Davis via Getty Images
Dave & Buster’s dials back some of its ‘confusing’ experience changes
The restaurant company is reversing course on proposed changes, like flexible game pricing, with an eye toward simplification, according to CEO Kevin Sheehan.
By Bryan Wassel • June 13, 2025 -
hapabapa via Getty Images
As American Airlines puts renewed focus on CX, its advisory board takes center stage
The carrier’s appointment of three new members is part of a broader CX effort led by CCO Heather Garboden.
By Kristen Doerer • June 10, 2025 -
Jack Taylor via Getty Images
EY merges design, creative, CX and AI services into EY Studio+
The practice will leverage EY’s capabilities and experience to help clients meet the changing needs of consumers and “shape markets at scale.”
By Aaron Baar • June 10, 2025 -
Sam Silverstein/CX Dive
Grocers need to do a better job of explaining prices, shoppers say
Respondents to a poll by The Feedback Group offered a middling assessment about their primary grocery store’s approach to explaining how tariffs might impact food costs.
By Sam Silverstein • June 9, 2025 -
Permission granted by Petco
Petco improves service offerings, plans membership program relaunch
In pursuit of profitability, the pet retailer is matching its assortment to demand and investing in omnichannel services.
By Kristen Doerer • June 6, 2025 -
Brandon Bell / Staff via Getty Images
BofA’s head of branches: ‘Proximity is still important to people’
Customers may or may not visit a branch, but the bank’s presence affirms its commitment to a community, and “there’s a brand value” in that, the executive said.
By Caitlin Mullen • June 6, 2025 -
Spencer Platt via Getty Images
Advice emerges as a key aspect of bank customers’ experience
Banks have an opportunity to build lasting relationships with customers who are looking to their financial institutions for guidance.
By Kristen Doerer • June 6, 2025 -
Daphne Howland/CX Dive
Five Below CEO credits ‘maniacal focus’ on CX for a strong quarter
More employee hours, streamlined inventory and improved storytelling all contributed to better a shopping experience — and the bottom line, executives said.
By Bryan Wassel • June 5, 2025 -
Justin Sullivan via Getty Images
Dollar General customer satisfaction rises as it balances ‘value and convenience’
The off-price retailer’s store standards are improving, and it is offering faster delivery for digital orders — efforts it says will help it weather economic turmoil.
By Bryan Wassel • June 3, 2025 -
Anna Moneymaker / Staff via Getty Images
CFPB seeks to end open banking case
The agency had put the rule in place last October to give consumers more control over sharing their financial data, such as bank account information, with other financial service providers.
By Lynne Marek • June 3, 2025 -
Mario Tama via Getty Images
Costco calls scan-and-go pilot ‘extremely successful’
The scan-and-go tests are part of the retailer's efforts to move customers through the store faster, improve checkout and reduce crowding.
By Kristen Doerer • June 3, 2025 -
Scott Olson / Staff via Getty Images
Kohl’s interim CEO to stay the course of its CX turnaround plan
Top priorities include optimizing store layouts, adding more sources of product inspiration and improving in-stock rates.
By Bryan Wassel • June 2, 2025 -
Dia Dipasupil via Getty Images
Gap’s experience enhancements push NPS higher at Old Navy
The retailer is reaping some rewards from the revitalization plan it rolled out in 2023, which includes drawing upon the individual brand identities to revamp each brand’s experiences.
By Kristen Doerer • June 2, 2025
