Target cuts 500 roles, invests in store payroll and customer experience

The mass retailer, which cut about 1,000 corporate positions last year, is now putting "significantly" more investment into store labor and hours.

By Dani James • Feb. 10, 2026

With reliability restored, Sonos focuses on customer advocacy

Having spent the past year working to win back customer trust, the sound company is ready to build on that, rolling out new products and previewing its AI ambitions.

By Kristen Doerer • Feb. 5, 2026

Explore the Trendline➔

Loyalty

In this Trendline, CX Dive explores what shoppers want from their loyalty programs, examples of successful revamps and best practices for fostering long-term customer relationships.

By CX Dive staff

Does upselling boost sales or lead to customer regret and distrust?

“Upselling only helps the business when it helps the customer maintain confidence and control,” EY’s Patricia Camden said.

By Michael Brady • Feb. 3, 2026

What CX leaders need to consider as the AI regulatory landscape evolves

Despite the prospect of a more unified regulatory framework following the Trump administration’s executive order on AI, experts warn against treating the directive as a signal to relax AI oversight.

By Michael Brady • Feb. 2, 2026

The customer experience outlook for 2026

Inflation and economic uncertainty are leading companies to court wealthy customers with premium experiences, while AI could upend digital customer journeys.

By Bryan Wassel , Kristen Doerer • Jan. 29, 2026

Starbucks sees customers outside of its loyalty program as vital, too

The company recorded increases for both Starbucks Rewards and non-Rewards transactions for the first time in years as loyalty membership reached a record high.

By Bryan Wassel • Jan. 28, 2026

American Airlines sets its sights on premium customers in 2026

The carrier will lean into the strength of its premium business by adding double the number of those seats compared to the main cabin.

By Bryan Wassel • Jan. 28, 2026

Customer satisfaction with online retail stabilizes

Disciplined, value-focused customers are rewarding brands that deliver smooth experiences, ACSI’s Forrest Morgeson said.

By Bryan Wassel • Jan. 27, 2026

Is buy now, pay later a boon or a risk to CX?

The payment option has become more popular with merchants and consumers alike, but experts say companies aren’t considering the risks to the overall customer experience.

By Michael Brady • Jan. 27, 2026

Customers aren’t overwhelmed by options. They’re trying to avoid risk.

Customers walk away not because they’re confused, but because too many experiences ask them to manage risk before trust exists.

By Mark Levy • Jan. 22, 2026

In the age of AI, REI is turning to its human employees to win

The retailer’s “green vest” associates serve as a key differentiator — both in stores and online — in an increasingly AI-driven world, according to CEO Mary Beth Laughton.

By Caroline Jansen • Jan. 20, 2026

Why brands are courting consumers with premium experiences

The premiumization of services and goods is no longer a tactic dominated by airlines. As consumers worry about a recession, brands are looking to the wealthy to keep spending.

By Kristen Doerer • Jan. 20, 2026

Delivery minimums, return and restocking fees can cost business

About two-thirds of consumers consider return policies when choosing retailers and say that return policies “at least sometimes” impact their purchases, according to FedEx.

By Michael Brady • Jan. 16, 2026

How rising retail brands use influencers to combat digital overload

At NRF’s Big Show, execs from Mejuri, Coterie and Beyond Yoga emphasized the power of community in amplifying brand messages and viral moments.

By Peter Adams • Jan. 13, 2026

When consumers are financially stressed, they look for reliability

Only about half of consumers are financially secure, the Qualtrics XM Institute found. Those feeling insecure are more risk-averse and less tolerant of friction.

By Kristen Doerer • Jan. 8, 2026

Late delivery? Proactive communication can save the experience, study finds

Brands should own the experience, communicate quickly and offer solutions when the last mile goes wrong, according to Alorica’s Jadah Hawkins.

By Bryan Wassel • Jan. 7, 2026

Can pricing strategies maintain customer loyalty?

Consumers are seeking value over loyalty and reducing their spending as they feel the pinch of persistent price hikes and economic uncertainty, a Capgemini report found.

By Kristen Doerer • Jan. 7, 2026

6 customer experience trends to watch in 2026

In the year ahead, CX leaders will face persistent challenges, from economic anxiety to AI transforming support.

By Kristen Doerer , Bryan Wassel • Jan. 6, 2026

Returns season is here. What are the best practices for a good experience?

A focus on transparency and automation, with live support for stressful situations, can help craft a great returns experience, experts say.

By Bryan Wassel • Jan. 5, 2026

Why inflation, pricing can impact customer experience

From rising costs to dynamic pricing, prices and how businesses set them shape customers' impressions.

By Kristen Doerer • Dec. 23, 2025

How to train CX professionals for AI

Employees need clear guidance, role-specific training and a “safe space” to practice.

By Michael Brady • Dec. 23, 2025

Instacart ends controversial price tests

The pilot, which allowed some retailers to test charging consumers different prices for the same products, became a public flash point after a Consumer Reports investigation. 

By Catherine Douglas Moran • Dec. 22, 2025

Instacart to pay $60M in settlement of FTC lawsuit

The agency alleged that the company misled consumers over delivery promotion fees, made it hard to initiate refunds and did not fully disclose Instacart+ membership trial terms.

By Catherine Douglas Moran • Dec. 22, 2025

What CX leaders need to know about AI security

"If something doesn't go the way the customer wants, the customer is not going to be mad at Zendesk or Qualtrics. They're going to be mad at you,” one expert said.

By Michael Brady • Dec. 19, 2025

Digital experience shortfalls, proof of ROI remain major concerns

Nearly all leaders agree that digital experience orchestration is essential to their strategy, but most say they are not equipped to deliver it at scale, a Sitecore survey found.

By Bryan Wassel • Dec. 18, 2025