Strategy
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CX takes a backseat during mergers and acquisitions. Customers notice.
Customers should experience the benefits of the merger — not the complexity behind it, experts say.
By Michael Brady • Aug. 6, 2026 -
Courtesy of Sonos
How Sonos is using customer listening to improve products
“We brought customers into the process through in-home research, beta programs and public previews, and their feedback shaped every iteration,” CEO Thomas Conrad said on an earnings call.
By Kristen Doerer • Aug. 4, 2026 -
Explore the Trendline➔
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TrendlineTop 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 -
Catherine Douglas Moran/CX Dive
What grocers need to know about the pushback against dynamic pricing
Retailers are facing uncertainty as states block them from using consumer data to set individualized prices and the FTC directs attention to the issue.
By Sam Silverstein • July 31, 2026 -
Kevin Dietsch via Getty Images
JetBlue revamps fare class as it looks to bolster revenue
The carrier is launching a new first-class domestic seat, joining other airlines expanding premium experience offerings to meet demand and boost revenue.
By Kristen Doerer • July 30, 2026 -
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Can T-Mobile and Verizon win on the strength of customer experience?
Customer service can be a competitive differentiator, but the companies need to be careful about taking CX metrics as a forecast for future growth.
By Bryan Wassel • July 28, 2026 -
Justin Sullivan via Getty Images
Southwest hits milestone with its rewards program
More than a year after drastic changes to its offerings, Southwest says its strong engagement proves customers met them with open arms. Revenue is following.
By Kristen Doerer • July 24, 2026 -
Courtesy of GoToFoods
How one company is using music to shape its experience abroad
No matter where Moe’s Southwest Grill opens a location, music is how it brings the brand to life, GoToFoods’ Brittany Metcalfe said.
By Bryan Wassel • July 23, 2026 -
Stephen Brashear via Getty Images
Alaska Air sees NPS fly high following service system rollout
The single passenger service system streamlines booking, check‑in, loyalty programs, airport operations and employee support, further integrating Hawaiian Airlines.
By Kristen Doerer • July 22, 2026 -
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How Bank of America’s rewards program courts Gen Z
The bank’s redesigned loyalty program, which made it easier to become a member, added more than 3 million customers in the seven weeks since launch.
By Kristen Doerer • July 21, 2026 -
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Most PGA Tour fans attend one event per year. How does the brand win that experience?
It’s vital to close the loop with every customer who reaches out, the PGA Tour’s Zach Carlson said. “Don't even listen for feedback if you're not going to do anything about it.”
By Bryan Wassel • July 20, 2026 -
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Social platforms draw consumers in, but conversions falter
Social media has become the No. 1 channel for consumers globally to find new products, ESW found. But trust in those checkout experiences remain elusive, creating a fragmented customer journey.
By Kristen Doerer • July 17, 2026 -
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How the right contact center culture can drive measurable ROI
When agents feel like they have a career, not just a job, attrition drops — and lower turnover is a clear source of ROI, Morgan & Morgan’s Angie Flury said.
By Bryan Wassel • Updated July 17, 2026 -
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Consumer spending is strong, but sentiment is low. What does that mean for CX?
“For CX professionals, the real risk here is complacency,” Watermark Consulting’s Jon Picoult said. “If you believe the spending and sentiment data, it points to a fragile state of affairs.”
By Kristen Doerer • July 15, 2026 -
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Hotel guest satisfaction rises as travel dollars go further
Guests feel they are receiving more value, with higher quality food and beverage offerings and room improvements, a JD Power annual index study found.
By Jenna Graber • July 15, 2026 -
Joe Raedle via Getty Images
Why friction isn’t always bad for customer experience
Removing every step, delay and decision can leave customers less engaged — and less loyal.
By Michael Brady • July 13, 2026 -
Courtesy of Choice Hotels International
Hotels tap into experiences as travelers seek maximum value this summer
Consumers are “prioritizing experiences that deliver a strong emotional return,” Priceline's Christina Bennett said.
By Jenna Graber • July 7, 2026 -
Brandon Bell / Staff via Getty Images
What CX leaders should do when a brand dies
The right approach depends on the type of shutdown and whether there's a customer relationship to preserve.
By Michael Brady • July 6, 2026 -
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Why United Airlines is teaming up with Lyft on loyalty
The partnership demonstrates a key aspect of successful collaborations: Both sides get something specific from the deal, and neither has to worry about the other stealing its customers.
By Michael Brady • July 2, 2026 -
Lauren DeCicca via Getty Images
For luxury, the in-store experience still reigns
Some luxury maisons are getting the online experience right, EY's Rachel Daydou said. The key is creating this experience for items that are not available in store.
By Kristen Doerer • July 1, 2026 -
Scott Olson via Getty Images
Customers don’t expect tariff refunds. They expect fairness, experts say.
As businesses recoup billions in tariffs ruled illegal, how they communicate the windfall matters more to customers than whether they cut checks.
By Michael Brady • June 30, 2026 -
Courtesy of Rob Tannenbaum/CommerceNext
Ulta, Tapestry executives on modernizing omnichannel experiences
While AI offers new ways to drive traffic, stores still need to focus on customer experiences and brand loyalty, executives said at the CommerceNext Growth Show.
By Lara Ewen • June 26, 2026 -
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Brands that amplify customer experience are 2.5x more likely to grow market share
Customers’ direct and indirect experiences build 71% of brand equity, according to a JKR and Kantar report.
By Kristen Doerer • June 25, 2026 -
Courtesy of KeyBank
KeyBank modernizes its digital experience with customer relationships front and center
The regional bank is positioning a forthcoming personalized insights feature at the heart of its mobile app and deploying a mobile app-only strategy to better serve its younger customers.
By Caitlin Mullen • June 24, 2026 -
Brandon Bell / Staff via Getty Images
Kroger wants to shrink the CX gap between its top stores and others
“We need to be more competitive, more consistent and easier for customers to understand,” CEO Greg Foran said.
By Bryan Wassel • June 18, 2026 -
Courtesy of Starbucks
Why 3 major brands see a consistent experience as key to their turnarounds
Metrics at Starbucks, Target and Kohl’s are on the rise, and all three brands are aiming at maintaining or improving consistency to keep customers coming back.
By Bryan Wassel • June 16, 2026
