SpartanNash names chief customer officer

Amy McClellan will take over for David Sisk, who is departing the company at the end of the year.

By Peyton Bigora • Nov. 29, 2023

Best Buy ties experienced, well-equipped associates to higher NPS

Declining sales have led to new operating models, but the retailer is trying to ensure cost reductions don’t come at the expense of the customer experience.

By Bryan Wassel • Nov. 29, 2023

Explore the Trendline➔

Loyalty

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

By CX Dive staff

Southwest names chief customer officer as part of a C-suite revamp

The cadre of new senior leaders will help the airlines target end-to-end customer experience improvements and smooth operations.

By Naomi Eide • Nov. 28, 2023

CX leaders, adapting to new customer demands, rethink trust

Trust plays a pivotal role in shaping CX and brand needs must pay attention to the changing dynamics in customer relationships. But what happens if trust is broken?

By Rosalyn Page • Nov. 28, 2023

Nearly 2 in 5 dealers allow car shoppers to complete deals 100% online

But new car shoppers often need to repeat steps in-store after they do them online, which can undermine customer trust and increase how long it takes to complete a deal, Cox Automotive says.

By Michael Brady • Nov. 27, 2023

The more customers trust a brand, the more it’s worth

As trust becomes the linchpin of positive customer experience, it's crucial brands prioritize it and work to close the gap between what the brand promises and what it delivers.

By Rosalyn Page • Nov. 27, 2023

Zoom pushes contact center solutions as next growth vector

Products to empower live agents and offer self-service customer assistance are Zoom’s focus as it pursues fresh avenues for growth.

By Bryan Wassel • Nov. 22, 2023

5 experts on how airlines can maintain good CX during the Thanksgiving rush

Carriers that failed to get a handle on predictable disruptions last year don’t have the luxury of failing customers again this year.

By Kristen Doerer • Updated Nov. 27, 2023

Gap revamps brand experiences as sales decline

Gap is improving the omnichannel shopper experience for Athleta and Banana Republic with nods to their activewear and luxury heritages.

By Bryan Wassel • Nov. 21, 2023

Hyundai says Amazon partnership will improve car-buying process

The online sales partnership comes as car buyers become more frustrated with the traditional vehicle purchase process.

By Eric Walz • Nov. 20, 2023

Customer flexibility is paramount to Walmart’s investment strategy

Investments in store remodels, new fulfillment centers and generative AI will give customers more control over when and how they receive orders.

By Bryan Wassel • Nov. 20, 2023

How leaders see the future of the c-store experience

Standing out from the crowd is top of mind, according to a survey by Incisiv — though executives listed multiple ways that could be accomplished.

By Jessica Loder • Nov. 20, 2023

What’s top of mind for NY’s first CXO

Tonya Webster spoke with CX Dive about her priorities as NY’s first CXO, detailing how she plans to navigate government intricacies to improve New Yorkers' experience.

By Kristen Doerer • Nov. 20, 2023

Target combines atmosphere, associates and value to drive holiday CX

The retailer is leaning into seasonal experiences to build loyalty with customers and offset weak sales.

By Bryan Wassel • Nov. 17, 2023

The top customer experience conferences to attend in 2024

Some of these events cover the whole of the CX industry, others look at its intersection with digital transformation and employee experience. All have something to offer a CX leader.

By Kristen Doerer , Bryan Wassel • Nov. 17, 2023

On Black Friday, experiential retail takes a backseat to efficiency

Shoppers braving the crowds aren’t looking for a personal assistant — they know what they want, and they want it fast.

By Bryan Wassel • Nov. 16, 2023

LA Metro tries to woo riders with CX improvements

Mass transit ridership took a hit in the pandemic. Now, the agency is rolling out the red carpet to bring riders back.

By Kristen Doerer • Nov. 15, 2023

Coalition pushes to ‘stop fake reviews’ as they proliferate

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

By Kristen Doerer • Nov. 15, 2023

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

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 Bryan Wassel • Nov. 14, 2023

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 Kristen Doerer • Nov. 14, 2023

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

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 Kristen Doerer • Updated Nov. 13, 2023

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 Bryan Wassel • Nov. 10, 2023

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