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

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

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

Why CX budget planning is broken — and how to fix it for 2027

Teams are pouring money into AI and other tech while underinvesting in the foundations necessary to deliver ROI, experts say.

By Michael Brady • Aug. 31, 2026

Understanding why surveillance pricing is a CX issue

The practice of changing prices based on an individual’s personal data, and not simply market conditions, erodes trust.

By Kristen Doerer • Aug. 28, 2026

Kohl’s names first chief customer officer as it elevates CX

Chief Digital Officer Arianne Parisi will take on the new role, which combines leadership of loyalty, personalization, marketing and other functions under one title.

By Bryan Wassel • Aug. 26, 2026

Why Target and Walmart are emphasizing fast, consistent experiences

The rise of 30-minute delivery has caused major retailers to rethink how they balance fast store-based delivery with reliable in-store experiences.

By Bryan Wassel • Aug. 26, 2026

6 customer experience mantras ready for retirement

Not every piece of customer experience wisdom stands the test of time. Experts highlight six mantras and pieces of advice that can go by the wayside.

By Kristen Doerer • Aug. 25, 2026

When pricing practices become a customer experience issue

Consumers generally accept dynamic pricing as basic demand and supply, but once a business starts to layer in an individual’s data to determine the cost of a product, consumers lose trust.

By Kristen Doerer • Aug. 24, 2026

The FTC is turning its sights on personalized pricing. What does it mean for CX?

Consumers are anathema to what they see as unfair pricing practices. Now, the Federal Trade Commission is giving businesses yet another reason to be wary of implementing personalized or surveillance pricing.

By Kristen Doerer • Aug. 21, 2026

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