Strategy: Page 2
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OpinionA CX council might just be the key to breaking down silos
By connecting marketing, digital, operations and service teams, a CX council can ensure that what's promised in one channel is delivered in another.
By Mark Levy • Oct. 21, 2025 -
Dani James/CX Dive
Best Buy CEO: ‘Our focus is manically on the customer’
Corrie Barry says keeping the customer at the center is key to a resilient company that can keep up with changing technology and consumer behavior.
By Kristen Doerer • Oct. 15, 2025 -
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TrendlineTop 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 -
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Why holiday season store experiences should be helpful but unobtrusive
Holiday shoppers are often busy and stressed, and a retailer that turns the holiday rush into a smooth, enjoyable experience can earn loyalty without the need for flashy gimmicks.
By Bryan Wassel • Oct. 14, 2025 -
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Ahead of the holidays, consumer sentiment remains muted
Nearly 1 in 5 consumers are switching retailers — a tactic used mostly by younger generations, according to Wunderkind.
By Kristen Doerer • Oct. 10, 2025 -
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Delta says its ‘relentless focus’ on customer experience pays off
The air line roared into the fourth quarter, reporting $15.2 billion in revenue, led by premium, corporate and loyalty.
By Kristen Doerer • Oct. 9, 2025 -
Credit: Shutterstock for Advertising Week New York
Why brands should stand firm on their values despite the fear of backlash
Executives discussed the importance of brand values in growing loyalty and the future of inclusive strategies during Advertising Week New York.
By Jessica Hammers • Oct. 9, 2025 -
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CX leaders need to drive AI governance before it’s too late
Businesses are moving full steam ahead without it, damaging their customer experience, loyalty and brand reputation in the process.
By Michael Brady • Oct. 9, 2025 -
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For luxury brands, brick-and-mortar reigns, but online experience falls flat
Luxury clients said personalized suggestions that fit their style and enhanced product visualizations would make their online experience more rewarding.
By Kristen Doerer • Oct. 8, 2025 -
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Citizens Bank rolls out student hub to increase customer engagement, loyalty
The bank rolled out a resources section on its website geared toward offering holistic, personalized advice and resources for its student customers.
By Kristen Doerer • Oct. 8, 2025 -
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CX quality is improving, no thanks to AI customer support
Half of consumers are concerned that AI will impede their ability to connect to a human, according to Qualtrics XM Institute.
By Kristen Doerer • Oct. 7, 2025 -
Cara Salpini/CX Dive
Retail’s love affair with incentivized reviews
The beauty sector relies on incentivized reviews to attract attention — and sales — while some consumers grow skeptical of their authenticity.
By Dani James • Oct. 6, 2025 -
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OpinionWhy the final moment of a customer journey matters more than the rest
Customers judge an experience largely by how they felt at the most intense moment — good or bad — and at the end. But are CX leaders designing experiences for this cognitive bias?
By Mark Levy • Oct. 2, 2025 -
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Top customer experience conferences in 2026
CX leaders face fresh and perennial challenges in 2026, from agentic AI to falling loyalty. Here are the top events decision-makers are attending next year.
By Kristen Doerer , Bryan Wassel • Oct. 1, 2025 -
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What the $2.5B Amazon Prime settlement means for CX leaders
The online retailer did not admit any wrongdoing as part of the FTC settlement but agreed to pay $1 billion in penalties and $1.5 billion in refunds to consumers harmed by its subscription practices.
By Kristen Doerer • Sept. 25, 2025 -
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Why customers say online shopping just can’t compare to the in-store experience
Just over half of customers said they shop in person instead of online so they can try on clothing or test products, according to a Chatmeter survey.
By Kristen Doerer • Sept. 25, 2025 -
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FTC case against Amazon Prime subscription practices begins
The agency alleges the online retailer used manipulative tactics to trick millions of consumers to sign up for Prime and made it hard to cancel.
By Kristen Doerer • Sept. 22, 2025 -
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Hertz deployed an AI vehicle scanner. Then came the CX meltdown.
Hertz’s AI vehicle scanner was supposed to improve the vehicle damage inspection process. What went wrong?
By Michael Brady • Sept. 22, 2025 -
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OpinionIs your CX strategy arguing with human nature?
The next great leap in customer experience won't come from a dashboard. It will come when leaders start designing for how people actually think, decide and feel.
By Mark Levy • Sept. 19, 2025 -
Caitlin Mullen/CX Dive
3 major banks turn to predictive insights to boost trust
Bank of America, U.S. Bank and Wells Fargo allow users to analyze estimated spending, scheduled transactions and deposit data.
By Kristen Doerer • Sept. 18, 2025 -
Courtesy of Gopuff
Gopuff wants to build on its reliability with a more personalized, transparent website
The instant delivery company wants to make its site easier to shop without sacrificing speed, according to co-CEO Yakir Gola.
By Bryan Wassel • Sept. 18, 2025 -
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What department should CX be in? ‘It depends.’
When deciding where the function should reside, leaders should consider the team's capabilities and responsibilities, CX leadership, the CEO and the organization, Forrester’s Judy Weader said.
By Kristen Doerer • Sept. 17, 2025 -
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Consumer confidence falls on dimming outlook for labor market
“After months of a frozen job market with little hiring outside of healthcare, people now see more industries turning to layoffs,” Navy Federal Credit Union Chief Economist Heather Long said.
By Jim Tyson • Sept. 16, 2025 -
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Rent the Runway says its CX efforts are paying off. The financials aren’t as rosy.
The clothing rental company saw active subscriber growth and NPS improvements, but it reported a net loss of $26.4 million and increased prices for subscriptions.
By Kristen Doerer • Sept. 16, 2025 -
Courtesy of Einstein Bros. Bagels
Einstein Bros. Bagels elevates store template
The bagel chain is the latest restaurant brand to prioritize warmth and a separation between digital pickup and in-store channels in its store design.
By Aneurin Canham-Clyne • Sept. 12, 2025 -
Courtesy of Cracker Barrel
Cracker Barrel halts remodels after logo backlash, lackluster test
The chain only remodeled four stores before deciding to discontinue its reimage efforts, which drew the ire of loyal customers.
By Aneurin Canham-Clyne • Sept. 11, 2025
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