Strategy
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T-Mobile pursues frictionless, flexible CX with new rate plans
After a strong quarter, T-Mobile emphasizes customer centricity and flexibility with its new Mix plan to drive “differentiation in terms of the way we deliver value,” CEO Srini Gopalan said.
By Matt Vartabedian • Oct. 29, 2026 -
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Dollar General sued by FTC over ‘deceptive pricing practices’
The agency, along with 20 states, allege that customers are charged more at the register than prices displayed on tags and in ads.
By Dani James , Cara Salpini • Oct. 28, 2026 -
Explore the Trendline➔
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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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JetBlue’s first class meets pent-up demand for premium experiences
The airline expects BlueFirst to deliver nearly 5 percentage points of revenue per available seat mile improvement, according to CEO Joanna Geraghty.
By Kristen Doerer • Oct. 28, 2026 -
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Consumers want to feel the holiday spirit. Store CX can help.
Minimizing fuss, helping customers keep their holiday traditions alive and righting any problems that come up will be key goals for store CX this year.
By Bryan Wassel • Oct. 27, 2026 -
Courtesy of Verizon
Verizon’s customer-first transformation ‘takes root,’ CEO says
Dan Schulman charted a customer-first course when he joined as CEO last year. It’s paying off, he says, with a 820% year-over-year increase in wireless net additions and lower churn.
By Matt Vartabedian • Oct. 26, 2026 -
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Why 10 companies have best-in-class store experiences
Top retailers, including Costco, H-E-B and Fleet Feet, offer memorable journeys, design around local interests and provide expert associate support, a ChangeUp survey found.
By Bryan Wassel • Oct. 26, 2026 -
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American Airlines confident in CX, premium investments despite the toll of fuel costs
A massive spike in fuel prices led to a net loss in Q3 2026, but loyalty program growth was strong and premium revenue continued to outperform main cabin, executives said.
By Bryan Wassel • Oct. 22, 2026 -
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Falling value perception is putting a magnifying glass to store CX problems
Higher prices can make problems like reduced product selection or checkout friction stand out, HappyOrNot found.
By Bryan Wassel • Oct. 21, 2026 -
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What JetBlue first-class fares say about airlines’ premium push
Carriers are investing in premium experiences to capture wealthier customers willing to pay more while diversifying revenue streams amid rising fuel costs.
By Kristen Doerer • Oct. 20, 2026 -
Courtesy of Hilton
Travelers want flexibility, experiences over ‘perfection’: Hilton
According to Hilton’s 2027 Trends Report, travelers are embracing “solo-ish” travel and prioritizing trips that help them reset and gain perspective.
By Noor Adatia • Oct. 19, 2026 -
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Back to CX Basics: Why brands use BPOs for CX
Working with a business process outsourcer offers more than simply reducing the cost to serve customers — they can help build and extend a brand.
By Matt Vartabedian • Oct. 19, 2026 -
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As Albertsons embarks on a turnaround, what role will CX play?
The grocer, which is struggling with high prices, wants to sharpen its value perception through better in-store experiences, CEO Susan Morris said.
By Bryan Wassel • Oct. 16, 2026 -
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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 -
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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 -
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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 -
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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 -
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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 -
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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 -
Bryan Wassel/CX Dive
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 -
Daphne Howland/CX Dive
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 -
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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 -
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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 -
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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 -
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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 -
Peyton Bigora/CX Dive
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
