Strategy: Page 2


  • Spirit Airlines
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    Brandon Bell via Getty Images
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    Spirit Airlines reassures customers as it files for bankruptcy

    Failed mergers, changing consumer preferences and mounting debt all contributed to the airline’s financial struggles.

    By Nov. 18, 2024
  • Church's Chicken restaurant exterior
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    Courtesy of Church's Chicken
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    Why Church’s launched a loyalty program for its value-seeking customers

    Church’s Texas Chicken is one of a growing number of companies that have launched or revamped loyalty programs with a focus on sourcing more value for members. 

    By Michael Brady • Nov. 18, 2024
  • A person opens a package and reads a note. Explore the Trendline
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    blackCAT via Getty Images
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    Trendline

    Loyalty

    In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.

    By CX Dive staff
  • A rendering of a Subway restaurant with tables and green walls.
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    Courtesy of Subway
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    Subway’s newest design focuses on improving the dining room experience

    During concept testing, guests said the Fresh Forward 2.0 image, which includes warmer wood tones and improved lighting, increased their chances of eating inside a Subway.

    By Julie Littman • Nov. 15, 2024
  • airlines antitrust Alaska Air Group
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    Stephen Brashear via Getty Images
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    Alaska Airlines names digital, guest experience leaders

    The airline appointed the CX executives as it looks to deepen its value following its acquisition of Hawaiian Airlines in September.

    By Nov. 14, 2024
  • A self-checkout station at a Metropolitan Market store in Mercer Island, Washington.
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    Jeff Wells/CX Dive
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    How retailers are making it harder to shop, just in time for the holidays

    Thwarting customers, in stores or online, isn’t any way to make a sale.

    By Daphne Howland • Nov. 14, 2024
  • Donald Trump gestures while speaking into a microphone, with blue and white text blurred in the background.
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    Chip Somodevilla / Staff via Getty Images
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    What CX experts are watching in Trump’s second term

    The president-elect promised to shake up the status quo, reshape the federal government and pursue economic policies with wide-ranging implications for business and consumers alike.

    By , Nov. 14, 2024
  • A tourist stands on the National Mall with the U.S. Capitol in the distance.
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    Chip Somodevilla via Getty Images
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    Satisfaction with federal government services climbs to 7-year high

    The growth in satisfaction scores is the result of a yearslong effort to improve citizens’ experiences when accessing federal government services.

    By Nov. 13, 2024
  • Outside storefront image of The Home Depot
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    Courtesy of The Home Depot
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    Home Depot caters to professional contractors with CX role

    The home improvement retailer created a professional customer-focused manager position for stores and increased the variety of products available for faster delivery.

    By Nov. 12, 2024
  • The outside of the Expedia Group headquarters.
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    JHVEPhoto via Getty Images
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    Expedia Group boosts app user experience, loyalty offerings

    The travel booking app now uses AI to summarize reviews and offer customers detailed property information.

    By Nov. 8, 2024
  • FTC antitrust law
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    Chip Somodevilla via Getty Images
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    FTC orders Sitejabber to stop misleading customers with reviews

    The agency alleges the online platform published reviews from customers who hadn’t received or experienced the product or service being reviewed.

    By Nov. 7, 2024
  • People in a bar watch a TV screen with former President Donald Trump and Vice President Kamala Harrris debating.
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    Alex Wong via Getty Images
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    What’s the future of consumer protections under the next president?

    While Vice President Kamala Harris promises to protect consumers from junk fees and fraud, former President Donald Trump pledges to expand his deregulation policy.

    By Nov. 5, 2024
  • A building with white and brown siding with two black cars at a drive-thru. Signage says Bojangles
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    Permission granted by Bojangles
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    Why CX is becoming the new priority for CIOs

    Bojangles CIO Richard Del Valle witnessed the priority shift first hand as his team pivoted from operating as an infrastructure- to a guest-focused IT team.

    By Rosalyn Page • Nov. 4, 2024
  • A Starbucks barista pours foamed milk into a cup.
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    Courtesy of Starbucks
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    Starbucks brews CX plans to improve in-store, mobile ordering

    The company is building faster order fulfillment, revamping in-store ambiance and bringing back Sharpies to improve customer experience.

    By Oct. 31, 2024
  • A photo illustration of Kamala Harris and Donald Trump shoulder to shoulder facing away from each other. The background is a purple wave with a grid gradient.
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    Photo illustration: Industry Dive; Joe Readle/Getty Images; Brandon Bell/Getty Images

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    As Election Day approaches, what’s the future of federal CX?

    While both Vice President Kamala Harris and former President Donald Trump have a record of supporting federal CX initiatives, they have differing priorities.

    By Oct. 31, 2024
  • An image of a white building with yellow signage that says McDonald's
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    Mario Tama via Getty Images
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    McDonald’s boasts faster drive-thru order times, higher satisfaction in Q3

    The restaurant will expand its Ready on Arrival system to six major markets to help speed up mobile order fulfillment.

    By Oct. 30, 2024
  • Travelers wait in line with their bags at the airport.
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    Mario Tama via Getty Images
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    How DOT’s cash refunds for canceled flight rule could build customer trust

    The rule, which went into effect Monday, requires airlines to provide customers with automatic cash refunds for canceled or significantly delayed service.

    By Oct. 29, 2024
  • Latin American businessman talking to a group of coworkers in a business meeting at the office
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    Hispanolistic via Getty Images
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    Are chief customer officers really driving CX improvements?

    The role brings a dedicated focus on customer experience, but it needs CEO buy-in and organization-wide involvement to get results.

    By Rosalyn Page • Oct. 29, 2024
  • CEO and CLO
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    shapecharge via Getty Images
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    More CMOs are making strategies with customers in mind, study finds

    Lack of alignment across departments is reducing CMOs' confidence in their ability to follow through.

    By Oct. 28, 2024
  • Group of senior members at an enterprise discussing technology strategy and aligning business priorities.
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    Harbucks via Getty Images
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    A look at how culture, employee experience fit into global CX standards

    The standards for CX created by Bain, Kantar and Qualtrics call on leaders to play a major role in shaping a customer-centric culture across the business.

    By Oct. 28, 2024
  • FCC Chairwoman Jessica Rosenworcel testifies during her nomination hearing in front of the U.S. Senate.
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    Chip Somodevilla via Getty Images
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    FCC opens review of customer service practices of cable, phone companies

    “No one should get stuck in a doom loop trying to cancel a subscription or just get a human being to help resolve their service problems,” FCC Chairwoman Jessica Rosenworcel said Wednesday.

    By Oct. 25, 2024
  • T-Mobile storefront in San Francisco.
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    Justin Sullivan/Getty Images via Getty Images
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    T-Mobile to tap AI for preemptive customer service

    The company is focusing on AI-powered tools to track potential service disruptions, keep agents informed and streamline the shopping process.

    By Oct. 24, 2024
  • A photograph of a black sign that says "Starbucks Coffee Company" in front of a brick building.
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    David Ryder via Getty Images
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    Starbucks’ Q4 results nosedive ‘reflects challenged customer experience’

    CEO Brian Niccol said the chain will address issues with its complex menu, pricing architecture and mobile order and payments system.

    By Julie Littman • Oct. 24, 2024
  • A passenger walks in an airport terminal. An American Airlines plane can be seen through the window.
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    Scott Olson via Getty Images
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    American has a plan to win back business, premium customers

    The airline is slowly building back its business revenue as it looks to offer corporate customers more premium experiences.

    By Oct. 24, 2024
  • The signage on the exterior of a Verizon store.
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    Justin Sullivan via Getty Images
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    Verizon sees CX as key pillar in its fight against customer churn

    The company aims to reduce customer turnover to maintain wireless service revenue growth with the help of AI and more customer choice.

    By Oct. 23, 2024
  • Consumer holds phone looking at online reviews, star ratings.
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    GamePH via Getty Images
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    It’s official: There’s a ban on the purchase or sale of fake reviews

    The rule will allow the agency to seek civil penalties from knowing offenders, with fines of up to nearly $52,000 per violation. 

    By Oct. 22, 2024