New Kroger CEO wants to accelerate turnaround

The company will focus on improving the store experience and cutting prices as it strives to grow faster, said Greg Foran, who recently took over as the grocer’s chief executive.

By Sam Silverstein • March 9, 2026

The new CX mandate: Driving revenue, managing risk and scaling AI responsibly

Operationalize AI in CX: drive efficiency, control risk, scale with discipline.

By Ian Jones, Chief Marketing Officer, Qualfon • March 9, 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

Delta shakes up CX, customer service leaders

Chief Customer Experience Officer Erik Snell will become CFO, while current CFO Dan Janki will oversee customer care as chief operating officer.

By Bryan Wassel • March 5, 2026

Financially squeezed consumers forego brand loyalty in search of value

Brands that consistently communicate their value and emphasize convenience are best positioned to maintain loyalty, EY-Parthenon found.

By Kristen Doerer • March 5, 2026

Customer onboarding is the new long-term revenue driver

Onboarding isn’t a checklist - it’s your first revenue driver. Learn how to stop leaks and turn customers into growth.

March 2, 2026

Duolingo looks to limit friction as key metric of growth slows

Adding ads and subscription upsells to the free experience has increased revenue, but it  comes at the expense of daily active user growth, CEO Luis von Ahn said.

By Bryan Wassel • Feb. 27, 2026

The No.1 barrier to exceptional service, according to employees? Staffing.

Staffing concerns have increased at the same time that employers are reducing headcount and asking employees take on more work, Gallup found.

By Kristen Doerer • Updated Feb. 27, 2026

Sprouts names first-ever chief customer officer

The creation of the position comes as price-conscious and less-engaged shoppers have held back Sprouts’ financial performance.

By Peyton Bigora • Feb. 27, 2026

Home Depot creates store-level customer service management role

The operations experience manager oversees the operational processes associated with interconnected shopping and fulfillment experiences.

By Bryan Wassel • Feb. 24, 2026

Klarna pursues ‘Uber’ style customer service model

“If AI can do customer service, it means it’s going to be the cheap customer service,” Klarna CEO Sebastian Siemiatkowski said. “We said the future of VIP experience will be the human connection, the relationship.”

By Kristen Doerer • Feb. 20, 2026

Walmart furthers gains with higher-income shoppers

The retailer released a conservative outlook as lower-income households remain stretched, but it reported wins with customers using its AI assistant Sparky. 

By Dani James • Feb. 19, 2026

Lyft CEO: ‘Customer obsession is what drives our profitable growth’

The company retained a record number of riders in the quarter, and active riders grew 18% year over year.

By Kristen Doerer • Feb. 13, 2026

This Valentine’s Day, look at your brand’s red flags and green flags

What engenders love for a company, and what breaks a customer-brand relationship?

By Kristen Doerer • Feb. 13, 2026

T-Mobile CEO says NPS is ‘the foundation of everything that we’re building’

“This is about genuinely committing to giving our customers an experience that’s special, unique, edgy, that surprises them, that brings our relationship to life,” CEO Srini Gopalan said.

By Bryan Wassel • Feb. 12, 2026

Are Target’s store investments enough to turn its experience around?

Additional labor hours could help Target overcome some of its major in-store challenges, such as poor in-stock rates and long checkout lines, experts say.

By Bryan Wassel • Feb. 11, 2026

Target cuts 500 roles, invests in store payroll and customer experience

The mass retailer, which cut about 1,000 corporate positions last year, is now putting "significantly" more investment into store labor and hours.

By Dani James • Feb. 10, 2026

With reliability restored, Sonos focuses on customer advocacy

Having spent the past year working to win back customer trust, the sound company is ready to build on that, rolling out new products and previewing its AI ambitions.

By Kristen Doerer • Feb. 5, 2026

Does upselling boost sales or lead to customer regret and distrust?

“Upselling only helps the business when it helps the customer maintain confidence and control,” EY’s Patricia Camden said.

By Michael Brady • Feb. 3, 2026

What CX leaders need to consider as the AI regulatory landscape evolves

Despite the prospect of a more unified regulatory framework following the Trump administration’s executive order on AI, experts warn against treating the directive as a signal to relax AI oversight.

By Michael Brady • Feb. 2, 2026

The customer experience outlook for 2026

Inflation and economic uncertainty are leading companies to court wealthy customers with premium experiences, while AI could upend digital customer journeys.

By Bryan Wassel , Kristen Doerer • Jan. 29, 2026

Starbucks sees customers outside of its loyalty program as vital, too

The company recorded increases for both Starbucks Rewards and non-Rewards transactions for the first time in years as loyalty membership reached a record high.

By Bryan Wassel • Jan. 28, 2026

American Airlines sets its sights on premium customers in 2026

The carrier will lean into the strength of its premium business by adding double the number of those seats compared to the main cabin.

By Bryan Wassel • Jan. 28, 2026

Customer satisfaction with online retail stabilizes

Disciplined, value-focused customers are rewarding brands that deliver smooth experiences, ACSI’s Forrest Morgeson said.

By Bryan Wassel • Jan. 27, 2026

Is buy now, pay later a boon or a risk to CX?

The payment option has become more popular with merchants and consumers alike, but experts say companies aren’t considering the risks to the overall customer experience.

By Michael Brady • Jan. 27, 2026

Customers aren’t overwhelmed by options. They’re trying to avoid risk.

Customers walk away not because they’re confused, but because too many experiences ask them to manage risk before trust exists.

By Mark Levy • Jan. 22, 2026