Strategy
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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 -
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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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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 -
Courtesy of USAA
What brands provide the best overall experience?
Among U.S. brands, just over half increased their total experience scores, while 4% saw declines, according to Forrester. USAA led the way.
By Kristen Doerer • June 15, 2026 -
Permission granted by Stitch Fix
Stitch Fix’s efforts to cultivate active clients pay off
In the third quarter, the company posted higher retention rates and its first active client growth since 2021.
By Daphne Howland • June 12, 2026 -
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Consumers are worried about a recession. How should brands respond?
Consumers are becoming choosier about how they spend their money, creating greater competition among businesses.
By Kristen Doerer • June 12, 2026 -
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The World Cup scores companies new subscribers. Retaining them is another problem entirely.
Fans from around the world are signing up for streaming platforms to watch the World Cup. But turning short-term subscribers into loyal customers is no easy feat.
By Kristen Doerer • June 12, 2026 -
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Cracker Barrel reports rising guest metrics, but sales remain on the decline
The restaurant’s Google star rating is up 4% year over year, but the company has yet to return to sales growth after the fall out from a botched rebrand attempt last year.
By Bryan Wassel • June 10, 2026 -
Courtesy of Sam's Club
Sam’s Club’s first CXO to depart
Diana Marshall made Sam’s Club “a lot more customer centric,” GlobalData Retail’s Neil Saunders said.
By Bryan Wassel • June 9, 2026 -
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Connecticut becomes latest state to ban dynamic pricing
The law prohibits retailers from using personally identifiable data to customize prices for shoppers.
By Sam Silverstein • June 9, 2026 -
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McDonald’s to invest in CX tools, worker support for growth plan
The McDonald’s > NEXT plan aims to improve the experience with automated ordering tests, hospitality improvements, and new tools for on-boarding and training.
By Julie Littman • June 3, 2026 -
Daphne Howland/CX Dive
Victoria’s Secret rides cohesive brand experiences to strong sales growth
The retailer is digging deeper into the customer journey to optimize its connections, CEO Hillary Super said. In turn, it's winning trust and growing sales.
By Bryan Wassel • June 2, 2026 -
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Consumers feel the economic squeeze, pull back on spending
Write-in survey responses from consumers this month leaned toward pessimism, with two-thirds of consumers cutting back on spending, the Conference Board said.
By Jim Tyson • May 29, 2026 -
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Kohl’s CX changes score minor wins, but the business remains challenged
Improvements to digital friction and in-store consistency helped the retailer narrow its comparable sales loss, but sales growth is elusive.
By Bryan Wassel • May 29, 2026 -
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How Target is putting CX front and center
The retailer wants to revive its store experience by focusing on the store basics, from employee engagement to carts and bathrooms.
By Kristen Doerer • May 29, 2026 -
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Best Buy’s incoming CEO sees customer experience as core to its evolution
Jason Bonfig plans to approach every decision, process and customer interaction by asking how it makes the customer experience better.
By Bryan Wassel • May 28, 2026 -
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Dick’s continues to reap the gains from its experiential stores
Customers continue to spend more time and money at House of Sport locations, and stores are still driving comparable sales growth years after opening, CEO Lauren Hobart said.
By Bryan Wassel • May 27, 2026 -
Courtesy of Walmart
How major retailers are investing in their associates to better serve customers
Lowe's is reporting success putting AI companions in the hands of employees, while Walmart and Home Depot are betting specialized positions will better meet customers needs.
By Bryan Wassel • May 27, 2026 -
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What CX leaders need to know about customer journey mapping
The most common failure isn't creating the map. It's what happens after.
By Michael Brady • May 26, 2026 -
Courtesy of Starbucks
Inside Starbucks’ atmospheric and experiential renovations
At a remodeled Chicago cafe, the proportion of on-premise traffic has doubled as consumers enjoy couches, comfy seating, outlets and warm lighting.
By Aneurin Canham-Clyne • May 22, 2026 -
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Target’s CX investments lead to 3-year highs in store metrics
The retailer’s first quarter results beat expectations, but there is more to be done before Target has “the most delightful shopping experience in retail,” CEO Michael Fiddelke said.
By Bryan Wassel • May 20, 2026 -
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Can Target’s small upgrades to carts, bathrooms lead to big wins?
The retailer's efforts to modernize its experience aim to create durable long-term value for a key demographic: busy families.
By Bryan Wassel • May 19, 2026 -
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Shutterstock agrees to pay $35M for subscription practices
The Federal Trade Commission accused the company of misleading consumers for years about its subscriptions and making it difficult to cancel.
By Kristen Doerer • May 15, 2026 -
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Customer satisfaction with US business stagnates, despite billions invested: ACSI
U.S. businesses have poured over $100 billion annually into customer experience since 2013, according to ACSI. Thirteen years later, their satisfaction score is the same.
By Kristen Doerer • May 14, 2026
