Delta overhauls its most luxurious flight experience

The airline’s refresh of Delta One is its latest effort to court customers with premium experiences.

By Kristen Doerer • Oct. 15, 2026

Domino’s new CEO plans on ‘getting closer to the customer’

The company will sharpen promotions through its loyalty app and improve consistency in an effort to drive greater frequency, CEO Joe Jordan said.

By Bryan Wassel • Oct. 13, 2026

Explore the 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

When grocery prices rise, in-store issues become more frustrating

Grocers can’t stop inflation, but they have control over how it feels to shop their stores — and that can make the difference with customers, Axonify’s Melissa Burghardt said.

By Bryan Wassel • Oct. 12, 2026

Why Gen Z, millennials are most satisfied with online banks, fintechs

“A lot of it really does start with the idea that the fintechs are protecting their customers from fees, helping customers to protect their money,” JD Power’s Paul McAdam said.

By Kristen Doerer • Oct. 8, 2026

When the drive-thru feels fast and friendly, satisfaction grows

Dutch Bros Coffee, Chick-fil-A and Starbucks ranked as not just the friendliest brands, but the ones with the highest overall satisfaction, a QSR and InTouch CX study found. 

By Bryan Wassel • Oct. 8, 2026

Walmart defends pricing practices, again

The retailer says it won't renew a key patent that could leverage scan-and-go tech to personalize prices. It's one of several that has drawn the attention of a progressive advocacy group.

By Dani James • Oct. 6, 2026

Top customer experience events to attend in 2027

CX practitioners can hear from other leaders, analysts and executives and discuss strategies to surmount new and perennial experience challenges.

By Kristen Doerer , Bryan Wassel , Matt Vartabedian • Oct. 6, 2026

Retailers, consumers both on edge as the holidays approach

Consumers are starting their holiday shopping earlier and seeking value, as rising prices pressure budgets.

By Daphne Howland • Oct. 5, 2026

3 numbers on what customers want from holiday CX this year

The busiest shopping period is approaching fast, and consumers’ plans for how they’ll approach their gift-buying sprees are becoming clear.

By Bryan Wassel • Oct. 1, 2026

When payment friction becomes a CX nuisance, it often leads to payment delays

More than one-third of consumers have delayed making a payment due to an overcomplicated process, a survey by Datos Insights and Solutions by Text found.

By Bryan Wassel • Sept. 30, 2026

Marriott appoints loyalty SVP

Chris Buckner joins the company as it looks to enhance the “meaningful experiences” it offers to Marriott Bonvoy members, per Chief Customer Officer Peggy Roe.

By Jenna Graber • Sept. 25, 2026

Costco aims to build loyalty with younger shoppers

Improvements to personalization and partnerships with delivery companies are helping the retailer appeal to members under 40, executives said on an earnings call.

By Bryan Wassel • Sept. 25, 2026

How Sam’s Club turns feedback into a better shopping experience

The club retailer frequently taps into its Member’s Mark Community of more than 200,000 shoppers to weigh in on everything from new products to the checkout experience.

By Peyton Bigora • Sept. 24, 2026

Consumers turn a critical eye toward how retailers set prices

More than three-quarters of consumers say they have seen retailers or shopping platforms list an identical product at different prices in the past year, an Akeneo survey found.

By Kristen Doerer • Sept. 23, 2026

How Chewy’s delivery experience provides an edge

Personalization and close carrier collaboration can help shippers win in a space where Amazon and Walmart loom large, COO Scott Anderson said.

By Max Garland • Sept. 22, 2026

Lowe’s CMO adds digital commerce to remit amid push for a seamless CX

“Real transformation is going to happen when we’re creating omnichannel, end-to-end personalization, and to do that, we have to have it all in one place,” CMO Jen Wilson said.

By Chris Kelly • Sept. 21, 2026

Marriott undergoes ‘organizational changes’ to Customer Engagement Centers

The company confirmed a strategic review of its Customer Engagement Centers, with changes being made to “better reflect how our guests interact with us across channels,” per a Marriott spokesperson. 

By Jenna Graber • Sept. 17, 2026

Customer willingness to leave brands over bad experiences softens slightly

However, that still leaves nearly half of consumers saying they won’t shop with a brand that fails to meet their digital expectations, a VML survey found.

By Bryan Wassel • Sept. 17, 2026

Target hires ex-Hilton CMO as chief marketing and guest experience officer

Mark Weinstein will be responsible for developing how consumers experience and connect with Target across channels, culture and community.

By Chris Kelly • Sept. 16, 2026

Nintendo, tariff refunds and the question of how to repay customers

Paying consumers back for the tariff costs they bore in their purchases is a complex challenge. But experts say something is better than nothing.

By Kristen Doerer • Sept. 16, 2026

Guest satisfaction is up at branded hotels: report

JD Power found that while guest rooms are largely driving an improved guest experience at hotels managed by third parties, lobbies and other common areas remain an opportunity.

By Noor Adatia • Sept. 15, 2026

5 reasons agentic AI pilots fail to scale

Most agentic AI pilots stall before production. Here's what actually gets in the way.

By Adam Rennert • Sept. 14, 2026

Macy’s NPS continues to climb following store revamps

The improvement since early 2024 “underscores the reaction the customer is giving us to the changes we're making in the Macy’s store experience,” Macy’s Inc. CEO Tony Spring said.

By Bryan Wassel • Sept. 10, 2026

How Domino’s app redesign went wrong and what CX leaders can learn

Full-scale redesigns are increasingly out of step with how leading brands manage digital experiences, experts say.

By Michael Brady • Sept. 8, 2026

How the NFL uses customer journey technology

The league’s transition to a “fan engagement engine” exemplifies a broader shift in customer journey mapping as brands move from static visualization to real-time orchestration.

By Michael Brady • Sept. 1, 2026