Wayfair’s curated product program boosts customer satisfaction

“The verified checkmark provides a guidepost for shoppers as they navigate our endless aisle, and the response from customers has been very positive,” CEO Niraj Shah said.

By Kristen Doerer • Aug. 4, 2025

Amazon zeroes in on delivery speed, pursues greater AI ambitions

The digital retailer is sharpening its experience with faster delivery while rolling out Alexa+ to more users ahead of what CEO Andy Jassy sees as an AI-driven future.

By Bryan Wassel • Aug. 1, 2025

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

Ebay CEO: AI ‘continues to fundamentally change’ customer experience

Agentic commerce is a small part of the digital retailer’s business, but “it has a nice growth rate,” CEO Jamie Iannone said on a Q2 2025 earnings call.

By Bryan Wassel • July 31, 2025

Southwest, after overhauling customer offerings, fails to see a ‘measurable’ impact

The airline's passenger revenue fell, and executives acknowledged its Rapid Rewards loyalty program has not done as well as they would like.

By Kristen Doerer • July 31, 2025

4 takeaways from Starbucks’ customer experience plans

The company is laying the foundations to make Starbucks “once again the gold standard in customer service” and is planning to revamp its loyalty program next year, CEO Brian Niccol said.

By Bryan Wassel • July 30, 2025

Starbucks puts human connection at the forefront of new service strategy

As the coffee chain prepares to deploy the Green Apron Service plan nationwide, it is building on an eight-week pilot across 1,500 stores.

By Bryan Wassel • July 29, 2025

T-Mobile sees customer, financial gains from transformation plan

Customers have downloaded the T-Life app, a key part of its digital push, more than 75 million times since its launch in early 2024.

By Kristen Doerer • July 28, 2025

Why more CX leaders are looking to Africa for contact center agents

Perhaps most attractive is the continent’s untapped labor market, which largely comprises young people with an affinity for technology. 

By S.L. Fuller • Updated July 30, 2025

Albertsons looks to tried-and-true methods to bolster e-commerce

The grocery company aims to be “brilliant at the basics” as it refines its digital capabilities and ushers in new technologies like AI, executive Jill Pavlovich said.

By Peyton Bigora • July 25, 2025

Sonos makes interim CEO’s appointment permanent as it works to win back customers

The company’s efforts are paying off, CEO Tom Conrad said. Customer and dealer net promoter scores are improving, while household listening hours have increased year over year.

By Kristen Doerer • July 24, 2025

Can surveys alone tell you what customers really want? Experts say ‘no.’

"Customers are reliable narrators of their current frustrations, but they are unreliable narrators of their future actions," one expert said.

By Michael Brady • July 24, 2025

AT&T’s customer guarantee is working, CEO says

The company has seen improved net promoter scores among wireless and fiber customers following a network event, CEO John Stankey said.

By Kristen Doerer • July 23, 2025

Inflation concerns spur early summer shopping: report

A national survey from marketing firm Optimove found that consumers were concerned about tariffs and planned to check online prices while shopping in-store.

By Howard Ruben • July 23, 2025

Consumer sentiment edges up on expectations inflation will cool

Recent stability in consumer sentiment coincides with mixed signals on employment and retail sales.

By Jim Tyson • July 22, 2025

Consumer ire over delivery mishaps shifts from shippers to merchants

E-commerce retailers are struggling to meet consumers’ rising expectations for faster delivery, according to InsureShield Shipping Insurance.

By Michael Brady • July 21, 2025

Lowe’s links end-user feedback loop to AI tool improvements

The home improvement retailer has been expanding AI access to its associates and tweaking tools with the intersection of employee and customer experience in mind.

By Lindsey Wilkinson • July 21, 2025

Consumers see star and numeral ratings in very different ways

When it comes to stars, consumers consistently round up incomplete stars, overestimating the rating, researchers found. 

By Michael Brady • July 18, 2025

7-Eleven faces shrinking foot traffic

Store visits have declined for several quarters. CFO Yoshimichi Maruyama said recovering customer traffic is “a major challenge for the time being.” 

By Jessica Loder • July 17, 2025

Albertsons sees digital success, but the channel has yet to turn a profit

CEO Susan Morris views the Albertsons for U program, which saw membership rise 14% year over year, as a valuable source of data for the company.

By Bryan Wassel • July 15, 2025

How Bookshop.org drives customer loyalty on a tight budget

Customers may look to independent alternatives for moral reasons, but turning them into regular shoppers requires a great experience, CEO Andy Hunter told CX Dive.

By Bryan Wassel • July 15, 2025

Consumers rush to buy tech products, motivated by tariff fears, survey finds

Consumer behavior is changing as anxiety over price hikes and product shortages grows, increasing the importance for businesses to build trust with customers.

By Michael Brady • July 14, 2025

American Eagle drives in-store back-to-school shopping with Snap Map

The retailer is promoting 800 of its locations in the app and will also launch an augmented reality AE Jeans Try-on Haul Lens.

By Jessica Hammers • July 14, 2025

‘Click to cancel’ is canceled. What should CX leaders do now?

Though the rule is blocked, its ethos shouldn’t be, experts told CX Dive. Trapping consumers in subscriptions is detrimental to customers and brand reputation.

By Kristen Doerer • July 14, 2025

Customers back up their initial searches for local businesses with reviews

Search engines, social media and AI are all used as jumping off points, but the lion’s share of consumers look to reviews to evaluate their findings, according to a Soci survey.

By Bryan Wassel • July 11, 2025

These social media platforms are beating out Google for product discovery, reviews

While many shoppers still use the search giant, a PartnerCentric survey found some are instead turning to Reddit, TikTok and others.

By Xanayra Marin-Lopez • July 11, 2025