Strategy: Page 2

  • A person with a bright green shopping cart exits a grocery store.
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    Courtesy of Amazon
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    Amazon defends ‘Just Walk Out’ pullback

    The retailer’s grab-and-go technology will be targeted to small stores, while its smart carts will be prevalent in grocery stores, the company said this week.

    By James Pothen • April 22, 2024
  • Workers in a HubSpot office
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    Courtesy of HubSpot
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    HubSpot nixes chief customer officer role following executive departure

    HubSpot will not fill the space left by the departure of Rob Giglio, but its sales, marketing and customer success heads will now have a direct line to the CEO. 

    By • April 19, 2024
  • Woman displays an app to rate your experience at a store. Explore the Trendline➔
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    Hispanolistic via Getty Images
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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
  • JCPenney rewards
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    Courtesy of JCPenney
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    Q&A

    Why JCPenney’s loyalty program is the next step in its $1B turnaround plan

    Chief Customer Officer Katie Mullen explained how the retailer's revamped program will deliver value to consumers and boost first-party data reserves.

    By Chris Kelly • April 19, 2024
  • United Airlines fleet
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    Courtesy of United Newsroom
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    United grows NPS despite hit from Boeing groundings

    Though the Max 9 grounding cost it $200 million, United pointed to its customer experience wins as a bright spot that will carry the company forward.

    By • April 18, 2024
  • A person accepts boxes from a delivery professional.
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    SARINYAPINNGAM via Getty Images
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    Companies aren’t meeting customer expectations for delivery communications

    Customers have clear expectations for order updates delivered through their preferred communication channel, but companies are falling short, ShipStation and Retail Economics found.

    By • April 18, 2024
  • Transportation Secretary Pete Buttigieg speaks in front of a White House podium.
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    Anna Moneymaker via Getty Images
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    DOT, state attorneys general to clamp down on ‘deceptive’ airline practices

    Consumer complaints of flight disruptions, airlines failing to offer refunds for canceled flights, lost baggage and more are at an all-time high, the Department of Transportation said.

    By • April 17, 2024
  • the top corner of a Rent the Runway store is seen from outside on a sunny day.
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    Michael M. Santiago via Getty Images
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    Rent the Runway boosts NPS, plans more CX improvements

    The company will add more on-site content aimed at inspiration and product discovery in an effort to return to growth. 

    By • April 16, 2024
  • Wendy's
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    Thai Phi Le/CX Dive
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    Why dynamic pricing sours restaurant dining experiences

    Nearly two-thirds of consumers had a negative reaction to dynamic pricing, a HungerRush survey found.

    By • April 16, 2024
  • Passengers check in for United Airlines flights at the airport
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    Scott Olson via Getty Images
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    Does United have a customer trust problem?

    Boeing’s safety issues have cast a shadow on the entire airline industry. United Airlines, however, has been the unlucky carrier to come under the public’s magnifying glass.

    By • April 15, 2024
  • A woman puts clothing into an RFID self-checkout kiosk
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    Thai Liang Lim via Getty Images
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    Deep Dive

    Why more tech in stores shouldn’t mean fewer workers

    Stores can automate more tasks than ever, including pricing, inventory management and checkout. But for theft prevention, customer service and brand engagement, they need humans.

    By Daphne Howland • April 15, 2024
  • Christian Dior virtual try on
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    Courtesy of Teads
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    How Christian Dior made virtual try-ons a luxury experience

    A virtual activation made with Perfect Corp. and Teads led to a 17% rise in consumers who recognize Christian Dior as a premium brand. 

    By Aaron Baar • April 11, 2024
  • Employees work at a retail checkout counter.
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    Michael M. Santiago via Getty Images
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    What’s missing with AI rollouts? Employee trust.

    Three in 5 leaders want to use AI to better communicate with frontline workers, but they need to build trust as well, according to Deloitte Digital.

    By • April 11, 2024
  • A traveler walks past a Southwest Airlines airplane as it taxies from a gate at Baltimore Washington International Thurgood Marshall Airport on October 11, 2021 in Baltimore, Maryland.
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    Kevin Dietsch via Getty Images
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    Southwest misses 2023 customer satisfaction target

    Operational excellence, customer satisfaction and financial success all influence executive bonus payouts. No executives hit their target in 2023, according to its latest SEC filing. 

    By • April 10, 2024
  • Smart phone showing multiple payment apps.
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    Vaidik Trivedi

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    Fintech adoption lags, but loyalty programs could help

    Trust and a lack of incentives are significant barriers to fintech adoption, a Tillo survey found.

    By • April 10, 2024
  • Scott Strickland
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    Courtesy of Wyndham Hotels & Resorts
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    Wyndham appoints CIO Scott Strickland as chief commercial officer

    Heading a newly created commercial organization, the company veteran will focus on technology strategy and oversee global sales, revenue generation, marketing and loyalty.

    By Jenna Walters • April 10, 2024
  • Exterior of the Whole Foods Market in the Glover Park neighborhood of Washington, D.C.
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    Courtesy of Whole Foods Market
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    Whole Foods to pull Amazon’s Just Walk Out technology from stores

    The specialty grocer, which operates the checkout tech at just two stores, will follow the same path as Amazon Fresh stores in the U.S., a spokesperson confirmed Friday.

    By Peyton Bigora • April 9, 2024
  • Two young women walk past a Levi's jeans and clothing store.
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    Sean Gallup / Staff via Getty Images
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    Levi’s leans into CX to drive direct-to-consumer transformation

    Levi’s credited better search, navigation and product filtering for a double-digit increase in e-commerce sales.

    By • April 5, 2024
  • Shoppers pass by on a street in Sydney, Australia
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    Roni Bintang / Stringer via Getty Images
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    CX leaders struggle to link metrics to business objectives

    CX leaders who fail to connect their initiatives to company goals risk seeing their programs slashed, experts told CX Dive.

    By • April 4, 2024
  • Albertsons store
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    Courtesy of Albertsons
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    Albertsons streamlines loyalty program

    The grocer is simplifying the way shoppers can accumulate points and offering new ways for them to redeem.

    By Jeff Wells • April 4, 2024
  • A team leader displays data on a screen during a group meeting
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    Koh Sze Kiat via Getty Images
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    As CXOs enter the C-suite, their work turns to brand-vision alignment

    Whether or not a single role owns CX, customer centricity needs to be led from the top, experts told CX Dive.

    By Rosalyn Page • April 3, 2024
  • A customer uses an ATM at a Chase bank.
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    Justin Sullivan via Getty Images
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    Customer trust in banks sees significant drop, JD Power finds

    A growing rate of customers say they’re likely to change their primary banks in the next year.

    By • April 2, 2024
  • An employee aids his colleague in a call center.
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    sturti via Getty Images
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    Back to CX basics: What customer experience leaders need to know

    Leaders need to nail the basics of a great customer experience, including choosing the right technology and leaning on frontline employees for insight.

    By • Updated May 10, 2024
  • A man walks with an umbrella in front of AT&T logo.
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    Ronald Martinez via Getty Images
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    AT&T credited customers affected by its widespread outage $5. Was it enough?

    The telecom company’s response to a widespread service outage in February provided a look at its CX playbook.

    By S.L. Fuller • April 1, 2024
  • People wait in line with baggage at the Delta Airlines check-in counter.
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    David Dee Delgado via Getty Images
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    Delta raises bag fees as air carriers push rising industry costs to consumers

    As customers feel the pinch of travel costs, Delta joins American, United and others in raising bag fees.

    By • April 1, 2024
  • Director of Consumer Financial Protection Bureau Rohit Chopra speaking in front of a desk.
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    Alex Wong via Getty Images
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    CFPB targets ‘bait-and-switch’ card reward programs

    Major credit card providers saddle rewards programs with fees and interest, burdening consumers who carry balances, CFPB Director Rohit Chopra said.

    By James Pothen • March 29, 2024