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 Bryan Wassel • Sept. 9, 2025 -
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 -
Explore the Trendline➔
Getty ImagesTrendlineTop 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 -
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 -
Consumer sentiment declines as price sensitivity persists
Consumers are tightening their purse strings and prioritizing essentials while cutting back on discretionary goods.
By Kristen Doerer • Sept. 5, 2025 -
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 -
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 Bryan Wassel • Sept. 3, 2025 -
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 -
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 Bryan Wassel • Sept. 2, 2025 -
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 -
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 -
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 Bryan Wassel • Aug. 27, 2025 -
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 Bryan Wassel , Kristen Doerer • Aug. 27, 2025 -
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 Bryan Wassel • Aug. 20, 2025 -
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 Bryan Wassel • Aug. 19, 2025 -
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 Bryan Wassel • Aug. 19, 2025 -
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 Bryan Wassel • Aug. 13, 2025 -
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 Kristen Doerer • Aug. 12, 2025 -
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 Bryan Wassel • Aug. 11, 2025 -
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 -
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 -
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 Bryan Wassel • Aug. 7, 2025 -
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 Bryan Wassel • Aug. 5, 2025 -
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 -
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