Strategy: Page 26
-
Roni Bintang / Stringer via Getty Images
CX leaders struggle to link metrics to business objectives
CX leaders who fail to connect their initiatives to company goals risk seeing their programs slashed, experts told CX Dive.
By Kristen Doerer • April 4, 2024 -
Courtesy of Albertsons
Albertsons streamlines loyalty program
The grocer is simplifying the way shoppers can accumulate points and offering new ways for them to redeem.
By Jeff Wells • April 4, 2024 -
Explore the Trendline➔
Getty Images
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 -
Getty Images
As CXOs enter the C-suite, their work turns to brand-vision alignment
Whether or not a single role owns CX, customer centricity needs to be led from the top, experts told CX Dive.
By Rosalyn Page • April 3, 2024 -
Justin Sullivan via Getty Images
Customer trust in banks sees significant drop, JD Power finds
A growing rate of customers say they’re likely to change their primary banks in the next year.
By Kristen Doerer • April 2, 2024 -
Getty Images
Back to CX basics: What customer experience leaders need to know
Leaders need to nail the basics of a great customer experience, including choosing the right technology and leaning on frontline employees for insight.
By Bryan Wassel • Updated May 10, 2024 -
Ronald Martinez via Getty Images
AT&T credited customers affected by its widespread outage $5. Was it enough?
The telecom company’s response to a widespread service outage in February provided a look at its CX playbook.
By S.L. Fuller • April 1, 2024 -
David Dee Delgado via Getty Images
Delta raises bag fees as air carriers push rising industry costs to consumers
As customers feel the pinch of travel costs, Delta joins American, United and others in raising bag fees.
By Kristen Doerer • April 1, 2024 -
Alex Wong via Getty Images
CFPB targets ‘bait-and-switch’ card reward programs
Major credit card providers saddle rewards programs with fees and interest, burdening consumers who carry balances, CFPB Director Rohit Chopra said.
By James Pothen • March 29, 2024 -
Retrieved from Piqsels.
Digital engagement fell as retail customers moved to mobile, study finds
Smaller screens have led to shallower sessions and fewer purchases, Contentsquare's research of 25 billion sessions shows.
By Kristen Doerer • March 29, 2024 -
Permission granted by Amazon
Amazon says it removed over 7M fake goods in 2023
Customer trust is difficult to earn and easy to lose, an Amazon executive said, making it crucial to curtail counterfeits.
By Tatiana Walk-Morris • March 29, 2024 -
Getty Images
How 7 companies are boosting brand loyalty
From Target to Swarovski, brands are stepping up efforts to engage customers, rethinking loyalty and rewards programs or finding new ways to apply feedback.
By Naomi Eide • March 28, 2024 -
Getty Images
Good CX beats out price for customer loyalty, survey finds
Four in 5 customers choose a better customer experience over cheaper pricing, according to a report from A Closer Look.
By Kristen Doerer • March 28, 2024 -
Daphne Howland/CX Dive
Beyond Inc. names chief customer officer, relaunches Overstock.com
Carlisha Robinson was promoted to the role, as the company also announced the launch of Overstock.com this week.
By Nate Delesline III • March 27, 2024 -
Mario Tama via Getty Images
Inside CVS Health’s push to transform customer experience
The transformation, led by Deloitte Digital, focused on increasing customer feedback to identify pervasive issues and closing the loop on customer inquiries.
By Kristen Doerer • March 27, 2024 -
Courtesy of HubSpot
Customer success enters the limelight as an answer to SaaS market woes
Businesses are charging customer success teams with driving revenue and growth, but they must do more with less as budgets remain stagnant.
By S.L. Fuller • March 27, 2024 -
Courtesy of The Home Depot
Back to CX basics: Why employee experience matters, too
Frontline workers shape customer experiences with a brand every day, making them an invaluable source of insight.
By Bryan Wassel • March 26, 2024 -
Brandon Bell via Getty Images
Department of Transportation to review privacy practices of US airlines
The review will look at how the largest 10 airlines collect, handle, maintain and use customers’ personal data.
By Kristen Doerer • March 25, 2024 -
Getty Images
Return policies sway customer behavior: survey
Store customers return less than online shoppers, and some rules are boosting in-store returns of online orders, according to the ICSC.
By Tatiana Walk-Morris • March 25, 2024 -
Getty Images
Sponsored by Stellar ElementsWhat about CX white space: Rethinking gaps as opportunities
CX gaps aren’t just puzzles for the elite to figure out. They’re more like open secrets waiting for anyone to take action.
March 25, 2024 -
Scott Olson via Getty Images
Consumers are satisfied with banks, American Bankers Association survey finds
The trade association presented its survey findings as evidence that the Consumer Financial Protection Bureau’s proposed regulations are unnecessary.
By Kristen Doerer • March 22, 2024 -
Peyton Bigora/CX Dive
Sprouts loyalty program looks to significantly boost first-party data collection
Set to pilot this summer, the specialty grocer’s loyalty program will operate on a points-based system and offer better insights into shopper behavior.
By Peyton Bigora • March 22, 2024 -
Getty Images
Back to CX basics: How to speak the language of the C-suite
Customer experience leaders are positioned to bring their fellow executives on board through the use of smart metrics and strong storytelling.
By Bryan Wassel • March 20, 2024 -
Scott Olson via Getty Images
Companies aren’t fulfilling customer service promises, employees say
Customer expectations grew during the pandemic, but companies aren’t adequately staffing workplaces to keep pace, according to Gallup analysis.
By Kristen Doerer • March 19, 2024 -
Lynne Marek/CX Dive
CFPB warns of ‘dangers’ on standards for open banking
“We know dangers exist when more powerful players weaponize industry standards,” Consumer Financial Protection Bureau Director Rohit Chopra said in advance of finalizing an open banking rule later this year.
By Lynne Marek • March 19, 2024 -
Joe Raedle via Getty Images
Anheuser-Busch thanks BEES platform for customer satisfaction boost
The beverage company’s business-to-business e-commerce platform grew its net promoter score as well as its bottom line.
By Kristen Doerer • March 19, 2024
Previous
