Strategy: Page 19
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Bad experiences are costing businesses $3.7 trillion
Half of consumers said they would reduce or stop spending at a business after a bad experience, according to new research from Qualtrics XM Institute.
By Kristen Doerer • Feb. 1, 2024 -
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Where CX is headed in 2024
CX Dive gathered stories that detail the trends and challenges for CX leaders in the year ahead.
By Kristen Doerer • Jan. 31, 2024 -
Explore the Trendline➔
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TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
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What makes for a good CX tech stack in 2024?
Each company has different tech needs, but here are some guiding principles to create the optimal tech stack.
By Kristen Doerer • Jan. 31, 2024 -
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What makes or breaks grocery e-commerce experiences
Shoppers turn to e-commerce for convenience and efficiency. Grocers that delivered on those promises — Target, Walmart, and Albertsons — rose to the top of a new Ipsos survey.
By Bryan Wassel • Jan. 30, 2024 -
Courtesy of Rachel Malish
On Special: How grocers are beefing up in-store experience with meat counters
With fresh meat sales outpacing processed meats, offering a full-service counter could give grocers an edge and draw in more customers.
By Peyton Bigora • Jan. 30, 2024 -
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Southwest’s CX initiatives pay off in Q4 earnings report
Improvements to its in-flight Wi-Fi capabilities, a revamped loyalty program and a new bag-tracking feature were among the airline’s CX initiatives.
By Kristen Doerer • Jan. 29, 2024 -
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University of Utah Health doubled patient feedback for actionable insight
The healthcare provider was able to collect and analyze patients’ comments at scale after implementing an experience management system.
By Kristen Doerer • Jan. 26, 2024 -
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Potbelly expands loyalty redemption options
The sandwich chain added dessert and side items to its redemption options and implemented spend-based tiers in its rewards platform.
By Aneurin Canham-Clyne • Jan. 26, 2024 -
Caitlin Mullen/CX Dive
Klarna adds subscription plan
With an IPO on the horizon, the buy now, pay later firm is offering customers a subscription service for $7.99 per month.
By Caitlin Mullen • Jan. 26, 2024 -
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United Airlines’ investments in CX pay off as NPS rises
“Thanksgiving and the entire fourth quarter had the highest NPS scores in our post-pandemic history,” President Brett Hart said.
By Kristen Doerer • Jan. 24, 2024 -
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Loyalty programs use gamification to engage customers post-purchase
Brands are looking to sustain long-term loyalty by encouraging customers to engage with them beyond purchases.
By Bryan Wassel • Jan. 24, 2024 -
Permission granted by Truist
Truist pushes self-service as mobile dominates total transactions
Mobile accounts for more than 3 in 5 Truist bank transactions, CEO Bill Rodgers said on a recent earnings call.
By Kristen Doerer • Jan. 23, 2024 -
Retrieved from Hyatt on January 22, 2024
Hyatt teams up with MasterClass, Headspace on new brand platform
Bolstered by guest demand, Hyatt’s “Be More Here” campaign aims to provide unique well-being amenities, including in-room education and relaxation content.
By Jenna Graber • Jan. 23, 2024 -
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With customers wary of AI, KPMG urges companies to get implementation right
Businesses tout the value that AI can bring to the customer experience, but its implementation can easily backfire without trust.
By Kristen Doerer • Jan. 22, 2024 -
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How CIOs can respond to AI vendor red flags
Companies expect generative AI implementations to trim costs or improve user experiences. But not every tool can deliver on its promises.
By Lindsey Wilkinson • Jan. 22, 2024 -
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Generative AI, looming over CX tech, raises the stakes for delivering results
There’s a push for CX leaders to adopt generative AI, but they must balance the demand for innovation with the ongoing drive to pair back already bloated CX tech stacks.
By Rosalyn Page • Jan. 22, 2024 -
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Net promoter scores dropped in most industries in 2023, Forrester finds
Twice as many brands saw a decrease in their net promoter score compared with 2022, Forrester finds.
By Kristen Doerer • Jan. 19, 2024 -
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Consumer satisfaction with car buying experience the highest since 2020
Larger inventories, higher discounts and more streamlined purchasing experiences are making it easier and faster for consumers to get into a new vehicle, a Cox Automotive survey found.
By Michael Brady • Jan. 19, 2024 -
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Businesses say generative AI in CX has improved ROI
Generative AI has immense value, but businesses need to implement it thoughtfully, experts told CX Dive.
By Kristen Doerer • Jan. 17, 2024 -
Catherine Douglas Moran/CX Dive
Schnucks’ execs talk the art of customer relations
Two of the grocers’ executives shared at the National Retail Federation’s Big Show how the chain is finding the right balance with technology to build relationships with its customers and workers.
By Catherine Douglas Moran • Jan. 17, 2024 -
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What’s behind the overall decline in CX quality
Businesses are falling short on meeting customer expectations.
By Kristen Doerer • Jan. 16, 2024 -
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Consumer trust continues to decline, survey finds
Uncertainty brought on by the pandemic as well as the lack of trust among Gen Z consumers is behind the decline, Qualtrics XM Institute found.
By Kristen Doerer • Jan. 11, 2024 -
Permission granted by Chobani
Chobani names PepsiCo executive as chief customer officer
John Frost will help the Greek yogurt giant grow its business and integrate its recently acquired La Colombe coffee brand.
By Christopher Doering • Jan. 11, 2024 -
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5 CX trends to watch in 2024
Customer experience leaders will wrestle stark challenges in 2024, from navigating how to implement generative AI to increasing personalization while maintaining customer trust.
By Bryan Wassel , Kristen Doerer • Jan. 10, 2024 -
Courtesy of Twilio
Twilio appoints new CEO after co-founder steps down
Khozema Shipchandler took over leadership of the customer engagement platform company as activist shareholders demanded drastic changes.
By Kristen Doerer • Jan. 8, 2024
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