Strategy

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    Southwest, citing customer preference, bids farewell to open seating

    Open seating is the top reason former customers cited for leaving Southwest. It "is no longer optimal for today's customers," CEO Bob Jordan said.

    By • July 25, 2024
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    Permission granted by Marriott International
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    Marriott aims to build loyalty with branded residential growth

    The hotel company launched an owner recognition program as its branded residential portfolio and pipeline see significant expansion.

    By Jenna Walters • July 24, 2024
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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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    Urupong via Getty Images
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    Amazon, Better Business Bureau file joint lawsuit in fight over fake reviews

    It’s the e-commerce giant’s first joint lawsuit tackling fake review brokers, and aims to shut down ReviewServiceUSA.com.

    By Tatiana Walk-Morris • July 23, 2024
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    NPS creator Bain & Co. joins Kantar, Qualtrics to reinvent CX standards

    The trio of companies want to set a global standard for benchmarking CX that goes beyond measuring customer satisfaction.

    By • July 23, 2024
  • Consumer Financial Protection Bureau Director Rohit Chopra testifies before the Senate Banking, Housing and Urban Affairs Committee April 26, 2022 in Washington, DC.
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    Win McNamee via Getty Images
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    6 ways the CFPB wants to keep its eyes on fintech middlemen

    Clearer guidance around “rent-a-bank,” open banking and buy now, pay later will ensure more consumers benefit, Director Rohit Chopra said.

    By Suman Bhattacharyya • July 22, 2024
  • Passengers check in for United Airlines flights at O'Hare International Airport.
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    Scott Olson via Getty Images
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    United Airlines touts high customer satisfaction score, app popularity

    Despite bearing the brunt of customers' concerns about flying safety this spring, United has been able to maintain strong operations to boost CX.

    By • July 22, 2024
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    Courtesy of Burger King
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    Why Burger King is all-in on gamification

    A full pipeline of new and unique in-app games drives engagement for the brand, according to Preston Nix, director of loyalty and CRM. 

    By Amanda Baltazar • July 19, 2024
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    Automation, data analytics top list of CX investments in 2024

    With pressure mounting to demonstrate ROI, CX leaders are shifting investments to automation and data analytics, a CX Network report found.

    By • July 19, 2024
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    Courtesy of Hilton
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    Hotel restaurants use storytelling, immersive experiences to draw repeat guests

    Successful concepts center narratives, offer signature experiences and are well-attuned to changing customer tastes, experts say.

    By Brian Martucci • July 18, 2024
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    Ezra Acayan via Getty Images
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    Customers enjoy social media shopping despite overwhelming ads

    More customers are using social media to find products, buy items and contact customer service, a Medallia survey found.

    By • July 18, 2024
  • A Delta Air Lines plane in flight
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    Courtesy of Delta Air Lines
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    Delta focuses on premium experiences to offset increasing costs

    The airline expects premium seats, airport lounges and other high-end amenities to bolster revenue growth as the cost to serve customers increases.

    By • July 12, 2024
  • A Guitar Center signage hangs outside a storefront against a blue sky backdrop
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    The image by JeepersMedia is licensed under CC BY 2.0
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    Guitar Center revamps tech leadership to tune the customer experience

    Adolfo Rodriguez, incoming chief technology and information officer, most recently served as SVP of technology transformation at Advance Auto Parts.

    By Roberto Torres • July 12, 2024
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    fizkes via Getty Images
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    Will CX teams continue to grow?

    CX programs grew last year, but economic headwinds and budgetary pressures could bring stagnation this year. 

    By S.L. Fuller • July 11, 2024
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    5-star experiences drive long-term customer value

    Five-star ratings lead to higher repeat purchase rates and more word-of-mouth advertising, Gartner’s Brad Jashinsky said.

    By • July 10, 2024
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    Spencer Platt via Getty Images
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    Starbucks streamlines beverage making, creates role to speed service

    The Siren Craft System, rolling out across the U.S. and Canada by the end of July, aims to help baristas and managers anticipate demand and improve experience.

    By • July 10, 2024
  • A closeup of a web page with the text "364 customer reviews" yielding 4.0 out of 5 stars and showing the star breakdown.
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    Jenny Kane/AP

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    Information overload: How too many reviews overwhelm shoppers

    Reviews can help inform customers, but too many can hinder the shopping experience, overwhelming consumers to the point of decision paralysis.

    By Lisa Scherzer • July 9, 2024
  • A sign advertising a digital ordering app is displayed at a McDonald's.
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    Justin Sullivan via Getty Images
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    Mobile apps drive fast food satisfaction — so long as service is speedy

    High-quality mobile apps can be central to the fast food experience if they enable improvements across the entire customer journey.

    By • July 8, 2024
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    Kevin Dietsch / Staff via Getty Images
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    The Supreme Court struck down the Chevron doctrine. What does that mean for CX leaders?

    Consumer rights groups say the decision jeopardizes federal regulations meant to protect the public. CX leaders in all industries will have to constantly adapt.

    By • July 8, 2024
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    dszc via Getty Images
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    How California’s ‘junk fee’ laws could impact legislation nationwide

    The state is now a testing ground for rules affecting how hotels and other accommodations display mandatory fees.

    By Noelle Mateer • July 2, 2024
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    DustyPixel/iStock via Getty Images
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    California changes junk fee disclosure for restaurants

    The state says restaurants, bars, grocery stores and grocery delivery services are exempt from new transparency rules set to go into effect Monday.

    By Aneurin Canham-Clyne • July 1, 2024
  • Aerial view of a customer entering a Walgreens store.
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    Justin Sullivan via Getty Images
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    Walgreens promises better CX as it shrinks store footprint

    The pharmacy retailer is working on reducing wait times for patients and improving backend automation to boost customer experience.

    By • June 28, 2024
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    Retrieved from Placer.ai on June 27, 2024
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    Albertsons, Fresh Thyme execs talk grocery consumers’ changing behaviors

    Where shoppers are fulfilling their meal needs “looks really, really different than it did a few years ago,” Lisa Kinney of Albertsons said during a virtual event.

    By Sam Silverstein • June 28, 2024
  • Two people walk by a Citi branch in a downtown setting
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    Spencer Platt / Staff via Getty Images
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    Citi tops list of bank customer satisfaction for financial advice

    Advice is a key component of customer experience at financial institutions, but banks have room to improve, according to J.D. Power.

    By • June 28, 2024
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    pixdeluxe via Getty Images
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    Companies don’t need pricey tech to improve customer service, Gartner says

    Careful planning and data organization can help companies resolve customer service journeys in fewer channels without breaking the budget.

    By • June 27, 2024
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    Cara Salpini/CX Dive
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    Customers want rewards and exclusive perks from loyalty programs, survey finds

    Consumers want the ability to earn rewards points towards discounts, bonuses or exclusive merchandise, according to a Snappy survey.

    By • June 27, 2024