Rent the Runway’s NPS improvements boost financials

Net promoter score improvements reflect “a multiyear rebuild of customer trust,” CEO Jennifer Hyman said. The result was a return to positive net income.

By Bryan Wassel • Dec. 12, 2025

Chewy CEO touts trio of ‘flywheel’ offerings as loyalty grows

Chewy’s subscription, paid membership program and vet services compound retention and sales growth.

By Kristen Doerer • Dec. 11, 2025

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

How CX leaders can overcome confirmation bias and build influence

Confirmation bias about the CX practice can either derail a leader’s early influence or reinforce it. It all depends on how they use the first 100 days.

By Mark Levy • Dec. 11, 2025

Cracker Barrel aims to win back traffic ‘one guest at a time’

Guest metrics are on the rise for elements like service and experience, CEO Julie Felss Masino said. But the improvements weren’t enough to reverse negative sales and traffic trends

By Bryan Wassel • Dec. 10, 2025

Starbucks’ on-premise experience could stave off coffee competitors

Starbucks CEO Brian Niccol said the chain’s emphasis on a coffeehouse atmosphere would result in consumers choosing the chain over “soulless” options.  

By Aneurin Canham-Clyne • Dec. 10, 2025

When holiday deals cause customer confusion, skepticism

In an attempt to boost revenue and gain market share, brands often overpromise and underdeliver on holiday promotions.

By Michael Brady • Dec. 10, 2025

Who is willing to pay for premium experiences?

Consumers are more willing to splurge on superior experiences when they feel optional or deliver enjoyment, KPMG found.

By Bryan Wassel • Dec. 9, 2025

How Amazon fights counterfeits and fake reviews

The retail giant is taking a comprehensive approach, proactively removing suspect reviews and bringing counterfeiters and fake review brokers to court.

By Kristen Doerer • Dec. 8, 2025

Macy’s credits store experience with record Q3 NPS

Investments to in-store customer service helped drive the strongest comparable sales growth in 13 quarters, CEO Tony Spring said.

By Bryan Wassel • Dec. 3, 2025

Unclear discounts put a damper on the Black Friday experience

Many retailers obscured their online promotions, leading to confusing experiences, CI&T’s Melissa Minkow said.

By Bryan Wassel • Dec. 1, 2025

Starbucks anticipates Gen Z Thanksgiving traffic surge as it revamps its experience

The chain has spent the past year working to make its on-premise experience more enticing for consumers, and Gen Z is a prime customer cohort with its affinity for coffeehouse experiences.

By Aneurin Canham-Clyne • Nov. 26, 2025

Best Buy reports better-than-expected sales as NPS rises

The company's experience investments — from leveraging AI in the contact center to specialized training for associates — are translating into sales growth.

By Kristen Doerer • Nov. 26, 2025

Bath & Body Works wants to make the in-store experience ‘less overwhelming’

The retailer is investing in experience as part of a turnaround strategy after third quarter results failed to live up to expectations.

By Kristen Doerer • Nov. 25, 2025

BJ’s credits convenience for high digital sales growth

AI is predicting the most efficient paths for associates to collect the items for orders, making the process about 40% more efficient.

By Bryan Wassel • Nov. 24, 2025

Target updates operations so associates can spend more time with shoppers

Michael Fiddelke is making CX improvements one of the pillars that could help Target return to sales growth as he prepares to take on the CEO role.

By Bryan Wassel • Nov. 19, 2025

Home Depot benefits from fast delivery and well-stocked shelves

Customer satisfaction is on the rise, though CX investments weren’t enough to uplift disappointing sales growth.

By Bryan Wassel • Nov. 18, 2025

Airlines will not have to compensate customers for flight disruptions

While the Department of Transportation is nixing the proposed rule, consumers' right to a refund or rebooking remain intact.

By Kristen Doerer • Nov. 17, 2025

Front-line workers are more difficult to find, train and retain, study says

Employers’ previous assumptions about how easily essential workers can be hired or replaced have become increasingly unreliable, according to a Josh Bersin report.

By Laurel Kalser • Nov. 17, 2025

Stagnant customer satisfaction offers warning to business, ACSI says

The latest data indicates inflation may be constricting customer satisfaction, which impacts CX strategy, Watermark Consulting’s Jon Picoult says.

By Kristen Doerer • Nov. 14, 2025

How Vanguard modernized client experiences

“If you're going to be competing against both very flashy new entrants as well as your major competitors, how are you going to step up to that plate?” Vanguard’s Nathan Zahm said. “And CX was it.”

By Kristen Doerer • Nov. 13, 2025

Why Optimum looks to the frontline for customer pain points

“I learn most when I'm in a call center in the Philippines or in India or in Brooklyn than what I hear through a bunch of PowerPoints in the boardroom,” said CCXO Shuvankar Roy.

By Kristen Doerer • Nov. 12, 2025

Consumer sentiment slumps to 3-year low on shutdown, economy fears

The decline in consumer sentiment this month spanned all population categories, including age, income and political affiliation, the University of Michigan found in a survey.

By Jim Tyson • Nov. 10, 2025

Wendy’s CX improvements carve out a bright spot amid weak sales

Experience investments helped company-owned U.S. restaurants same-store sales outperform systemwide sales by 4%.

By Bryan Wassel • Nov. 10, 2025

Grocery Outlet details fresh-focused store remodels

The discounter has relocated its fresh departments and improved traffic flow to make its shopping experience easier, company executives told investors.

By Catherine Douglas Moran • Nov. 10, 2025

Hertz shows wins from customer service investments, names CX chief

Customer backlash to AI-powered vehicle scans this summer did not deter AI investments in the company’s customer service operations.

By Bryan Wassel • Nov. 4, 2025