Strategy
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Lowe’s digital CX lifts online sales
Strong online sales growth was a bright spot in the second quarter, as elevated fuel prices and broader economic certainty put pressure on discretionary DIY demand.
By Kristen Doerer • Aug. 20, 2026 -
Dani James/CX Dive
At Target, consistency is the theme of the year
The retailer is emphasizing reliability via product availability and store experiences as back-to-school shopping season commences.
By Bryan Wassel • Aug. 19, 2026 -
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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 -
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Why Tropical Smoothie Cafe’s CFO champions CX
Experience improvements encourage “guests to come back more often, spend more often and recommend us to others,” CFO Chris Sasser said.
By Kristen Doerer • Aug. 19, 2026 -
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Home Depot leans into fast delivery as part of its interconnected experience
Home Depot depot’s store investments are driving improved customer satisfaction and stronger sales while creating the foundation to reduce delivery times, executives said.
By Bryan Wassel • Aug. 18, 2026 -
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Customer complaints are at a record high
Consumers see higher prices and reduced customer support in a time of record corporate profits, and it’s weighing on their satisfaction, ACSI finds.
By Bryan Wassel • Aug. 14, 2026 -
Laurel Deppen/CX Dive
Tapestry leverages customer insights to court Gen Z in Coach stores
“One of the things we know is that Gen Z love being in the real world, and I want our stores to be as engaging as the product,” Coach CEO Todd Kahn said.
By Bryan Wassel • Aug. 13, 2026 -
Courtesy of Cava
Cava credits CX investments for solid quarter amid quick-service restaurant traffic pullback
Cava’s emphasis on its in-restaurant experience and revamped loyalty program helped it drive solid results despite the industrywide impact of a cyclosporiasis outbreak.
By Bryan Wassel • Aug. 13, 2026 -
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American Airlines elevates chief customer officer to leadership team
Heather Garboden's role is expanding to include reservations, contact centers, service recovery and catering, as the airline announced a series of leadership changes.
By Kristen Doerer • Aug. 12, 2026 -
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Duolingo’s user retention hits all-time high as app boosts stickiness
The language learning app company expects higher daily average users to produce higher revenue, but it’s playing the long game.
By Kristen Doerer • Aug. 11, 2026 -
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Wendy’s new CEO pushes for experience consistency as part of turnaround
The company hasn't "consistently delivered the experience customers expect from Wendy's," CEO Bob Wright said. To fix that problem, he is looking at operations.
By Bryan Wassel • Aug. 10, 2026 -
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Loyalty lessons learned from Olive Garden’s pasta pass
Exclusive promotions and loyalty rewards can keep customers engaged. But Olive Garden will need to execute on experience to engender brand loyalty, experts say.
By Bryan Wassel • Aug. 10, 2026 -
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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 -
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 -
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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 -
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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 -
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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
