Strategy
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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 Bryan Wassel • Dec. 13, 2024 -
Courtesy of Stitch Fix
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 Bryan Wassel • Dec. 13, 2024 -
Explore the Trendline➔
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TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
Spencer Platt/Getty Images via Getty Images
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 Bryan Wassel • Dec. 11, 2024 -
Michael M. Santiago via Getty Images
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 Bryan Wassel • Dec. 10, 2024 -
Kate Tornone/CX Dive
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 -
Joe Raedle / Staff via Getty Images
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 Bryan Wassel • Dec. 6, 2024 -
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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 Kristen Doerer • Dec. 4, 2024 -
Courtesy of USAA
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 Kristen Doerer • Dec. 4, 2024 -
David Dee Delgado / Stringer via Getty Images
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 Bryan Wassel • Dec. 2, 2024 -
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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 Kristen Doerer • Dec. 2, 2024 -
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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 -
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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 -
Courtesy of Bath & Body Works
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 Bryan Wassel • Nov. 26, 2024 -
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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 -
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 Kristen Doerer • Nov. 25, 2024 -
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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 Bryan Wassel • Nov. 25, 2024 -
Kena Betancur / Stringer via Getty Images
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 Bryan Wassel • Nov. 25, 2024 -
Kate Tornone/CX Dive
$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 -
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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 -
Spencer Platt / Staff via Getty Images
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 Kristen Doerer • Nov. 22, 2024 -
Courtesy of Walmart
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 Bryan Wassel • Nov. 21, 2024 -
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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 Bryan Wassel • Nov. 21, 2024 -
Jeenah Moon / Stringer via Getty Images
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 Kristen Doerer • Nov. 20, 2024 -
Catherine Douglas Moran/CX Dive
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 -
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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 Kristen Doerer • Nov. 19, 2024
