Strategy: Page 2

  • A person holds a smartphone with a product review icon on a website page.
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    ChadaYui via Getty Images
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    Coalition pushes to ‘stop fake reviews’ as they proliferate

    Amazon, Expedia, Glassdoor and others are cracking down on the widespread practice.

    By Nov. 15, 2023
  • Whole Foods
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    Courtesy of Whole Foods Market
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    Amazon is extending grocery delivery and pickup to non-Prime users nationwide

    The online services are now available to non-members throughout the U.S. through Amazon Fresh and will soon expand to markets where Whole Foods operates.

    By Jeff Wells • Nov. 15, 2023
  • A photo of a Lyft logo on a car's dashboard.
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    Kelly Sullivan/Stringer/Getty Images Entertainment via Getty Images
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    Lyft boosts bottom line with premium rides, economy options

    The ride hailing company is taking a “customer-obsessed” approach to its offerings, prioritizing choice for women and nonbinary riders. 

    By Nov. 14, 2023
  • A woman walks past an H&R Block office.
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    Drew Angerer via Getty Images
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    H&R Block vows to make tax filing easier in bid to acquire customers

    The company is pushing app experience improvements ahead of the 2024 tax season amid worries the IRS will launch its own free tax filing app.

    By Nov. 14, 2023
  • An in-store pizza shop at a grocery store.
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    Permission granted by Giant Food
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    Order up! How grocers are replicating the restaurant experience in retail

    As the gap widens between grocery and restaurant prices, food retailers see an opportunity to turn up the heat on their made-to-order meals to lure cost-conscious consumers.

    By Catherine Douglas Moran • Nov. 14, 2023
  • An employee aids his colleague in a call center.
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    sturti via Getty Images
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    Want good customer experience? Improve your employee experience.

    MIT Technology Review Insights found that employees are looking for the same things as customers from a brand: personalization, values and efficiency.

    By Updated Nov. 13, 2023
  • The eBay logo is displayed outside company headquarters.
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    Justin Sullivan via Getty Images
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    EBay focuses on buyer, seller experiences as demand lags

    Live shopping and generative AI-powered product listings are helping improve the experience for buyers and sellers alike.

    By Nov. 10, 2023
  • Shoppers walk through the retail district near Oxford Circus in front of a Black Friday sign.
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    Leon Neal via Getty Images
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    How retailers can harness AI to transform Black Friday shopping

    Holiday shopping can be a stressful time for consumers and a single bad experience — like incorrect information online or shipping delays — can cause a brand to lose a customer for life. 

    By Riad Hijal • Nov. 10, 2023
  • A sign marks the location of a Warby Parker store on September 29, 2021 in Chicago, Illinois.
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    Scott Olson via Getty Images
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    Warby Parker invests in tech for holistic customer experience

    The vision care retailer is investing in its digital capabilities as it pursues a stronger tech stack, better user experiences and productivity gains. 

    By Lindsey Wilkinson , Nov. 9, 2023
  • A family walks down a Walmart aisle.
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    Courtesy of Walmart
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    Walmart adds sensory-friendly hours to all stores

    What started as a Saturday morning pilot during the back-to-school season has become a permanent daily feature across the retailer’s fleet.

    By Tatiana Walk-Morris • Nov. 9, 2023
  • A view of PXG golf clubs at the PXG x Nick Jonas at TRENDYGOLF USA event held Nov. 17, 2022 in El Segundo, California.
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    Jon Kopaloff via Getty Images
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    What PXG learned from measuring customer satisfaction

    For every point increase in satisfaction at Parsons Xtreme Golf, there was an increase in the odds of a customer making a purchase.

    By Rosalyn Page • Nov. 7, 2023
  • A photo composite of a storefront with an image of live chat on a cellphone and a person shopping for products.
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    Photo illustration: Shaun Lucas/Industry Dive; Getty Images 

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    Deep Dive

    6 CX trends to boost ROI and retain customers

    The recognition that customer experience is essential to business performance has led to its boom. Across industries, companies are investing in solutions to enhance customer interactions and increase brand loyalty.

    By , Nov. 6, 2023
  • Southwest Airlines airplane taxies from a gate at Baltimore Washington International Thurgood Marshall Airport on October 11, 2021
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    Kevin Dietsch / Staff via Getty Images
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    Southwest Airlines to fuel growing customer engagement with loyalty perks

    The company has recovered from a tumultuous spate of flight cancellations in late 2023 with a renewed focus on the customer experience.

    By Nov. 3, 2023
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    Spencer Platt via Getty Images
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    FedEx to integrate customer platforms, expand European rewards program

    The logistics giant’s chief customer officer says combining its customer service, marketing and sales platforms will make supply chains more efficient.

    By Oct. 30, 2023
  • People wait in line to purchase new Apple iPhone 15 models.
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    Mario Tama/Getty Images via Getty Images
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    Half of largest global firms will report CX metrics, Forrester predicts

    Only 5% of large global firms, however, will link customer experience metrics to the company’s financials, the analyst firm said.

    By Oct. 25, 2023
  • A plane on the tarmac of an airport.
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    Jeff Swensen / Stringer via Getty Images
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    Frontier names head of customer care as frequent flyer program gets a refresh

    CFO James Dempsey moved to a customer-oriented strategy role as the company rethinks reward tiers in pursuit of loyalty.

    By Oct. 24, 2023
  • Shot of a empty aisle in a supermarket.
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    kupicoo via Getty Images
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    Brand loyalty slides as consumers ask for more

    Falling brand loyalty isn’t a reason to despair. In fact, it has returned to 2021 levels.

    By Oct. 23, 2023
  • The logo for consumer lending firm Capital One Financial Corp is seen on its headquarters on January 20, 2023 in McLean, Virginia.
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    Win McNamee / Staff via Getty Images
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    How Capital One unlocked enterprise data, self-service workflows

    Data democratization depends on organizational realignment as well as tech solutions, according to the company.

    By Matt Ashare • Oct. 4, 2023
  • Exterior front rendering of Discover Financial Services' Chatham Customer Care Center in Chicago, Illinois.
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    Permission granted by Discover
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    Discover finds tech upskilling model in Chicago customer care hub

    The company looks at the Chatham call center and technology hub as a model for site selections, hiring procedures, customer service experience and community development.

    By Lindsey Wilkinson • Aug. 11, 2023
  • A Papa Johns' employee cuts pizza after preparing it.
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    Courtesy of Papa Johns
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    Where Papa Johns implements AI

    The company focuses on improving efficiency while tuning systems when the stakes are high, Papa Johns’ Justin Falciola said. 

    By Lindsey Wilkinson • Aug. 1, 2023