Strategy: Page 22
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Opinion
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 -
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 , Kristen Doerer • Nov. 9, 2023 -
Explore the Trendline➔
blackCAT via Getty ImagesTrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
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 -
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 -
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 Kristen Doerer , Bryan Wassel • Nov. 6, 2023 -
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 Bryan Wassel • Nov. 3, 2023 -
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 Kristen Doerer • Oct. 30, 2023 -
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 Kristen Doerer • Oct. 25, 2023 -
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 Naomi Eide • Oct. 24, 2023 -
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 Kristen Doerer • Oct. 23, 2023 -
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 -
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 -
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
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