CX vendor consolidation: A wake-up call for CX leaders

Salesforce, Dialpad and Five9 each bought an AI vendor last week. Whether or not they were directly impacted, CX leaders should reevaluate their supplier contracts.

By Matt Vartabedian • Nov. 11, 2026

Retailers hired fewer holiday staff this year. How will that impact in-store CX?

Full-time retail associates will need to operate with less support this year as they work to keep the holiday spirit alive in stores.

By Bryan Wassel • Nov. 10, 2026

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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

Want real AI results in CX? Make someone accountable — and give them real authority

Few organizations give ownership for AI’s business outcomes to a leader, all too often resulting in failed pilots or deployments that go nowhere.

By Matt Vartabedian • Nov. 10, 2026

Fake, deceptive reviews are altering shopping journeys

While consumers are alert to some unseemly tactics, bad actors have adopted new strategies, Amazon, Tripadvisor and others in the Coalition for Trusted Reviews found.

By Kristen Doerer • Nov. 9, 2026

Cava’s hospitality contest to inform its CX strategy

About two-thirds of locations saw a bump in guest experience metrics during the contest, and the practices are now scaling across the system, CEO Brett Schulman said.

By Bryan Wassel • Nov. 6, 2026

McDonald’s is changing how it collects customer feedback

Customers will be able to leave reviews inside the McDonald’s app, marking “significant enhancements” to feedback collection efforts, CEO Chris Kempczinski said.

By Bryan Wassel • Nov. 5, 2026

Duolingo CEO on ‘how to monetize without degrading the free user experience’

The company has improved the user experience via A/B testing and is now setting its sights on monetizing its increased customer base. 

By Kristen Doerer • Nov. 5, 2026

Banks should play up human touch to stand out in AI era: fintech CEO

“The human side of the bank, when it comes to relationships, is extremely important,” said Personetics CEO Udi Ziv.

By Caitlin Mullen • Nov. 4, 2026

AT&T, reshoring and what’s next for US contact center operations

The telecom provider plans to reshore its customer care staff, which may have broader implications for companies operating contact centers at home and abroad.

By Matt Vartabedian • Nov. 4, 2026

How CX leaders can make the case for experience-led strategy

As technology makes much of good CX table stakes, every interaction becomes an opportunity to build or lose customers’ loyalty, and all parts of the business will need to get on board for good CX.

By Matt Vartabedian • Nov. 3, 2026

4 customer experience priorities to close out the year

Q4 can make or break many companies. CX leaders advise brands to look back at what worked and what didn’t, report successes to internal stakeholders and use insights to set budgets.

By Matt Vartabedian • Nov. 2, 2026

Jos. A. Bank puts customer experience at the center of new store concept

The menswear retailer’s new space, which was developed using customer insights, features an area for consultations, fittings and personalized service.

By Tatiana Walk-Morris • Oct. 30, 2026

Starbucks puts greater personalization on the menu for 2027

Service times are on target and stores feel warmer, CEO Brian Niccol said. Now, executives see opportunities to elevate the app and drive-thru experiences with personalization and AI.

By Bryan Wassel • Oct. 30, 2026

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

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

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

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

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

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

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

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

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

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

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

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