Generative AI and social media dominate purchase decisions

Consumers are turning to social media as a primary source when shopping, Capgemini found. Now, they want generative AI to aggregate those results.

By Xanayra Marin-Lopez • Feb. 28, 2025

Home Depot doubles down on pro customer experience

Investments in the contractor experience drove more than $1 billion in annual incremental sales in 17 markets, executives said on a Q4 earnings call.

By Bryan Wassel • Feb. 25, 2025

Explore the Trendline➔

Loyalty

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

By CX Dive staff

Consumer sentiment slumps on fears tariffs will fuel inflation

Long-run inflation expectations this month rose to 3.5% in the biggest month-over-month increase since May 2021, the University of Michigan said.

By Jim Tyson • Feb. 25, 2025

Employee detachment grows, threatening customer satisfaction

Employee detachment can act as “a ceiling” for customer satisfaction growth, according to Gallup’s Andy Kemp.

By Kristen Doerer • Feb. 25, 2025

How Patagonia’s repairs program drives loyalty and customer advocacy

Patagonia’s repair program is just one example of how the outdoor apparel brand has aligned its customer experience with its core values.

By Michael Brady • Feb. 24, 2025

Shake Shack boasts speedier service

The restaurant chain reduced its average order wait time by one minute in 2024, and it plans to drive that number down even further.

By Bryan Wassel • Feb. 21, 2025

Walmart’s push for convenience pays off in membership growth

Investments in same-day and express delivery drove e-commerce sales and membership growth for Walmart+ and Sam’s Club.

By Bryan Wassel • Feb. 20, 2025

Tailored Brands names Best Buy, Target vet as chief customer officer

The men’s apparel retailer hired Whit Alexander to create personalized brand experiences and build customer loyalty.

By Xanayra Marin-Lopez • Feb. 18, 2025

How return policies impact the post-purchase experience

Half of consumers feel companies’ return processes have become easier to navigate, according to FedEx’s Jason Brenner.

By Bryan Wassel • Feb. 18, 2025

How Lego builds unique store experiences

From big displays and livestreams with employees to personalization stations, Lego wants to create stores that keep customers coming back.

By Kaarin Moore • Feb. 13, 2025

The CFPB’s future is in question. What does that mean for consumers?

Consumer financial safety and consumer trust is at risk should the Consumer Financial Protection Bureau be dismantled, experts told CX Dive.

By Kristen Doerer • Feb. 12, 2025

American names chief customer officer, creates CX team

The airline appointed Heather Garboden as its chief customer officer, charged with overseeing the newly formed customer experience organization.

By Bryan Wassel • Feb. 11, 2025

CFPB’s future hangs in the balance after a wild weekend

Headquarters-based staff will work remotely this week after a new acting chief halted agency supervision and enforcement and told the Fed he wouldn't take any unappropriated funding next quarter.

By Dan Ennis • Feb. 11, 2025

Is customer experience more important than the product?

From Amazon’s extensive selection to Sephora’s personalized service, brands are considering whether customer experience matters just as much as the product itself.

By Rosalyn Page • Feb. 10, 2025

Chipotle builds 2025 around ‘total guest experience,’ CEO says

The company will continue to roll out kitchen equipment and mobile order-focused Chipotlanes to keep order throughput high.

By Bryan Wassel • Feb. 5, 2025

Cigna to tie executive compensation to customer satisfaction

The company is one of a handful of national insurers that pledged to ameliorate customer pain points with healthcare, but the first to release a specific plan. 

By Rebecca Pifer • Feb. 5, 2025

How to provide customer experience during a crisis

Careful planning, clear communication, empathy and swift responses to customer needs are essential, experts say.

By Michael Brady • Feb. 5, 2025

Consumer confidence in January falls for the first time in 6 months

The University of Michigan recorded a 10% year-on-year drop, and other data found sentiment hit a four-month low.

By Daphne Howland • Feb. 4, 2025

Securing budgets rises on list of challenges facing CX leaders

Activating field support was the No. 1 challenge CX leaders reported in 2024, followed by securing sufficient budgets, Deloitte Digital found.

By Kristen Doerer • Updated Feb. 5, 2025

T-Mobile leaders credit customer centricity for record growth

The company added over 900,000 postpaid net phone customers, and 50 million people downloaded its T-Life app last year, CEO Mike Sievert said.

By Bryan Wassel • Feb. 3, 2025

FTC to refund Fashion Nova customers $2.4M

The agency accused the fast fashion company of suppressing negative consumer reviews.

By Laurel Deppen • Feb. 3, 2025

The customer experience outlook for 2025

As generative AI capabilities improve and inflation worries compound, practitioners are challenged to improve their self-service tech and win customer loyalty.

By Kristen Doerer • Jan. 31, 2025

Starbucks CEO zeroes in on ‘bringing order to mobile ordering’

The company is tackling the bottleneck from online orders with an algorithm that will give in-person customers priority.

By Bryan Wassel • Jan. 31, 2025

Southwest customer experience changes improved revenue, CEO says

The airlines’s transformation plan promised to modernize its customer experience to boost profits. Efforts are already paying off, according to CEO Bob Jordan.

By Kristen Doerer • Jan. 30, 2025

The challenges in proving the ROI of customer experience

Demonstrating the value of customer experience can mean the difference between the practice growing its budget and headcount — or seeing cuts.

By Kristen Doerer • Jan. 30, 2025