Strategy: Page

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    What CX leaders need to know about customer journey mapping

    The most common failure isn't creating the map. It's what happens after.

    By Michael Brady • May 26, 2026
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    Courtesy of Starbucks
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    Inside Starbucks’ atmospheric and experiential renovations

    At a remodeled Chicago cafe, the proportion of on-premise traffic has doubled as consumers enjoy couches, comfy seating, outlets and warm lighting. 

    By Aneurin Canham-Clyne • May 22, 2026
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    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
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    Michael M. Santiago via Getty Images
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    Target’s CX investments lead to 3-year highs in store metrics

    The retailer’s first quarter results beat expectations, but there is more to be done before Target has “the most delightful shopping experience in retail,” CEO Michael Fiddelke said. 

    By • May 20, 2026
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    Brandon Bell / Staff via Getty Images
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    Can Target’s small upgrades to carts, bathrooms lead to big wins?

    The retailer's efforts to modernize its experience aim to create durable long-term value for a key demographic: busy families.

    By • May 19, 2026
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    Shutterstock agrees to pay $35M for subscription practices

    The Federal Trade Commission accused the company of misleading consumers for years about its subscriptions and making it difficult to cancel.

    By • May 15, 2026
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    Customer satisfaction with US business stagnates, despite billions invested: ACSI

    U.S. businesses have poured over $100 billion annually into customer experience since 2013, according to ACSI. Thirteen years later, their satisfaction score is the same.

    By • May 14, 2026
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    Opinion

    What CX leaders need to know about Gen Alpha’s influence

    Most companies still design customer experience strategies for a single user moving through a linear path, but that model doesn’t reflect how households now make purchasing decisions.

    By Ali Furman • Updated May 13, 2026
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    Courtesy of Wendy’s
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    Wendy’s bets order accuracy and clean stores will revive sales

    The chain is prioritizing implementing the customer experience initiatives of its turnaround plan after a 7.8% year-over-year drop in comparable sales.

    By Aneurin Canham-Clyne • May 11, 2026
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    Kevin Dietsch / Staff via Getty Images
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    Greyhound is making the bus an experience ahead of the World Cup

    Greyhound improved its on-time rates and connections to public transportation, which have boosted its net promoter score in recent years, Flix North America CEO Kai Boysan said.

    By • May 11, 2026
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    Mario Tama via Getty Images
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    Uber expands into hotel reservations to build engagement, loyalty

    These “innovations are designed to deepen the everyday utility of our services,” CEO Dara Khosrowshahi said.

    By • May 6, 2026
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    stockcam via Getty Images
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    Duolingo improves free user experience to drive word of mouth referrals

    The company made more features available to free users to improve stickiness and drive daily active user growth, CEO Luis von Ahn said.

    By • May 6, 2026
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    Courtesy of Verizon
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    Verizon credits better customer relationships for reduced churn

    The company is still in the early stages of its transformation, which is already having a strong impact on retention, CEO Dan Schulman said.

    By • April 28, 2026
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    CX teams are collecting the data, but failing to act on customer intent signals

    Three-quarters of executives say most businesses are slow to respond to changing customer expectations, an IBM Institute for Business Value survey found.

    By • April 24, 2026
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    Courtesy of Getty Images for Semafor World Economy
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    For luxury retailers, value is a vibe

    Chief executives at Ralph Lauren and Tapestry are utilizing experiences and storytelling to provide value beyond pricing to shoppers.

    By Dani James • April 21, 2026
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    Tasos Katopodis/Getty Images for Semafor World Economy via Getty Images
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    Why Warby Parker’s CEO zeroes in on NPS

    “It's probably the best measure of customer satisfaction, and if that starts to drop for any reason, we’re going really deep into that,” Neil Blumenthal said.

    By • April 21, 2026
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    CX leaders agree on the importance of cross-functional work, but few have achieved it

    Technological and organizational impediments both stand in the way of integrating customer-facing functions across departments, a KMPG survey found.

    By • April 20, 2026
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    Tasos Katopodis/Getty Images for Semafor World Economy via Getty Images
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    JetBlue CEO: ‘Humanity has become the new luxury’

    “We’ve long said that competitors could match the leather seats, the TVs, the Wi-Fi,” CEO Joanna Geraghty said. “And indeed they have. But what they haven’t matched is our people.”

    By • April 17, 2026
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    Courtesy of Pacsun
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    How Pacsun co-creates with its customers

    CEO Brieane Olson champions co-creation, a philosophy that included Pacsun's customers in the process of reinventing the brand.

    By • April 16, 2026
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    Michael M. Santiago via Getty Images
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    Companies with best-in-class CX outperform the S&P 500

    Their lead over the stock market index is growing, Watermark Consulting found in its annual ROI study.

    By • April 15, 2026
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    Scott Olson via Getty Images
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    Consumer sentiment crashed this month. What does it mean for CX leaders?

    The broader economic atmosphere weighs heavily on consumers, who grow less tolerant of friction — and less patient with companies — as they become more stressed.

    By • April 14, 2026
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    Mario Tama / Staff via Getty Images
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    How Lyft enlists customers, drivers to help tackle their pain points

    The rideshare company brings together a diverse team as part of a hackathon to address customer pain points and ideate on new possibilities outside of existing roadmaps.

    By • April 13, 2026
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    Skyhobo via Getty Images
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    As airlines capitalize on premium customers, they plan for more tiers

    After United Airlines said it would introduce a basic fare in its premium cabin, Delta Air Lines shared its premium segmentation ambitions on an earnings call.

    By • April 9, 2026
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    Scott Olson via Getty Images
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    Delta CEO: Premium customers ‘immune’ to disruption

    Despite economic volatility, wealthier customers continue to travel and seek elevated experiences.

    By • April 9, 2026
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    Courtesy of Starbucks
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    How Starbucks, Target, Dave & Buster’s invest in employees to boost CX

    Financial incentives, better training and unified company culture are among the tools companies are using to enhance the employee experience.

    By • April 8, 2026
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    Brandon Bell via Getty Images
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    CX quality marginally improved globally last year, KPMG finds

    Across all sectors, healthcare, retail, grocery and banking provided the best experiences, the advisory firm found.

    By • April 6, 2026