Strategy: Page 2

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    How 1-800-Flowers plans to revitalize its experience, loyalty program

    The gift retailer has fallen behind with regards to customer expectations and technology changes, according to CEO Adolfo Villagomez.

    By • Sept. 9, 2025
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    Courtesy of Starbucks
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    An inside look at Starbucks’ coffeehouse redesign

    With 1,000 renovations and new builds set to incorporate warmer colors, more seating and experiential changes, Starbucks may be on its way to physically restoring its coffeehouse-vibe.

    By Aneurin Canham-Clyne • Sept. 8, 2025
  • Woman displays an app to rate your experience at a store. Explore the Trendline➔
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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
  • Front view of a Best Buy store in Milpitas, California, on Feb. 20, 2024.
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    Best Buy, Uber Eats partner on same-day delivery, scheduled drop-offs

    Shoppers can use the Uber Eats app to have electronics delivered from over 800 of the retailer’s locations. 

    By Tatiana Walk-Morris • Sept. 5, 2025
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    Spencer Platt via Getty Images
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    Consumer sentiment declines as price sensitivity persists

    Consumers are tightening their purse strings and prioritizing essentials while cutting back on discretionary goods.

    By • Sept. 5, 2025
  • A close-up shot of an unrecognizable man browsing for sneakers on his laptop while sitting on his couch.
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    How to communicate with customers about tariffs

    An understanding of your customers’ needs and a sound crisis communications plan are key to navigate ever-changing trade policies.

    By Michael Brady • Sept. 4, 2025
  • A person leans over a stack of clothing in an empty store.
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    Michael M. Santiago via Getty Images
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    Macy’s reimagined stores continue to outperform in sales and NPS

    The retailer needs to ensure it delivers a better experience while investing in sales growth and improving the bottom line, according to CEO Tony Spring.

    By • Sept. 3, 2025
  • Feet on shoeboxes in a DSW Designer Shoe Warehouse ad
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    Courtesy of DSW Designer Shoe Warehouse
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    How DSW’s new brand platform showcases the fun of in-person shopping

    Created with Crispin, “Let Us Surprise You” celebrates the in-store experience, as the shoe retailer does 70% of its business in person.

    By Chris Kelly • Sept. 3, 2025
  • Customers enter a McDonald's restaurant.
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    Mario Tama / Staff via Getty Images
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    How 3 quick-service restaurants are looking to CX to revive traffic

    Wendy’s is focusing on operations, McDonald’s on loyalty and Taco Bell on digital ordering. How can each approach keep customers coming back?

    By • Sept. 2, 2025
  • A customer holds a box in her hands in an aisle of toys at a big box retailer.
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    Scott Olson via Getty Images
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    Consumer confidence dips on anxiety about jobs, income: Conference Board

    The average 12-month expectation for inflation jumped to 6.2% this month from 5.7% in July, the Conference Board found in a consumer survey.

    By Jim Tyson • Aug. 28, 2025
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    Most businesses expect CX budgets to match, exceed inflation

    CX teams plan to invest more in technology and team-led initiatives while spending less on third-party service providers, according to Forrester.

    By Michael Brady • Aug. 28, 2025
  • Customers enter a Kohl's store on an elevated walkway.
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    Justin Sullivan / Staff via Getty Images
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    Kohl’s knows it has an ‘inconsistent in-store experience,’ interim CEO says

    The retailer is adjusting its store layouts and reducing restrictions on coupons to create a more enjoyable and dependable shopping experience. 

    By • Aug. 27, 2025
  • A consumer browses shirts at a retail store.
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    Brandon Bell via Getty Images
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    3 challenges CX leaders will face for the rest of 2025

    A trade war, rising prices and fresh AI developments are putting CX teams in the hot seat.

    By , • Aug. 27, 2025
  • Customers on the checkout line at a Target.
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    Justin Sullivan / Staff via Getty Images
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    Target’s incoming CEO makes consistent experiences a top priority

    The retailer plans to invest $4 billion this year to improve the shopping experience as Michael Fiddelke prepares to take the helm.

    By • Aug. 20, 2025
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    Brandon Bell / Staff via Getty Images
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    Home Depot focuses on faster deliveries to boost satisfaction

    Dedicated associates and machine learning-driven efficiency improvements helped the retailer achieve its fastest ever delivery speeds during the second quarter, executives said.

    By • Aug. 19, 2025
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    Deep Dive

    NPS has its flaws — but when is it the right tool for the job?

    The fluidity of customer experiences means a single label or number often doesn't tell the whole story. For CX teams, that requires looking beyond NPS.

    By • Aug. 19, 2025
  • A white building with windows on the front with a large sign that says Cava
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    Courtesy of Cava
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    Cava deploys tech to free up workers’ time to connect with guests

    The company is investing in automated food production for digital orders only, as “technology should enhance, not replace the human experience,” CEO Brett Schulman said.

    By • Aug. 13, 2025
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    Spencer Platt via Getty Images
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    Customer dissatisfaction over quality, price and quantity grows

    While the dip in Q2 is minor, the trend of declining satisfaction is significant — and concerning, ACSI’s Forrest Morgeson said. 

    By • Aug. 12, 2025
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    Thai Phi Le/CX Dive
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    Wendy’s wants good experiences to drive frequency as consumers pull back spending

    Customer satisfaction on orders were up significantly year over year, but it wasn’t enough to offset a negative quarter.

    By • Aug. 11, 2025
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    Stressed, bored and curious: How consumers are approaching food shopping right now.

    Shoppers don’t just want retailers to echo their economic anxieties — they want help discovering new food and beverages, the Kearney Consumer Institute found.

    By Jeff Wells • Aug. 11, 2025
  • A graphic mural on the side of a Warby Parker depicts three colorful silhouettes of people with eyeglasses against an azure background.
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    Courtesy of Warby Parker
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    Warby Parker to end home try-on program as it focuses on stores, digital experience

    The eyewear company said the vast majority of the program’s users live within 30 minutes of one of the retailer’s 300 stores.

    By Caroline Jansen • Aug. 8, 2025
  • An image of Burger King restaurant in a new design
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    Courtesy of Burger King
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    Burger King, Tim Hortons see highest customer satisfaction in years

    The burger chain's customer satisfaction rose following improvements in areas like friendliness and order accuracy, while Tim Hortons’ focus on faster speed of service paid off.

    By • Aug. 7, 2025
  • A customer works on a computer inside a Starbucks location.
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    Scott Olson / Staff via Getty Images
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    Starbucks sees a CX future in its coffeehouse roots. Is that enough?

    Though there are signs of improvement, the coffee chain is up against a changed customer base. The standards pioneered during its rise are now table stakes for any coffee vendor.

    By • Aug. 5, 2025
  • A person walks past a Wayfair store.
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    Scott Olson via Getty Images
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    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 • Aug. 4, 2025
  • Boxes move along a conveyor belt at an Amazon fulfillment center.
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    Justin Sullivan via Getty Images
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    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 • Aug. 1, 2025
  • The eBay logo is displayed outside company headquarters.
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    Justin Sullivan via Getty Images
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    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 • July 31, 2025