Strategy: Page 28
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Are businesses listening to what customers don’t say?
CX leaders need to pay attention to the "silent signals" from unhappy customers who don’t raise their hands to voice their complaints.
By Michael Hinshaw • Feb. 22, 2024 -
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Gartner expects the EU to mandate ‘right to talk to a human’ by 2028
Customer service leaders investing heavily in AI solutions would do well to keep a human in the loop, Gartner advises.
By Kristen Doerer • Feb. 20, 2024 -
Explore the Trendline➔
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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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Travel loyalty program providers fall short
A new study from arrivia reveals a divide between what customers want and what businesses assume.
By Kristen Doerer • Feb. 20, 2024 -
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Buy now, pay later popularity rises among ‘financially fragile’ consumers
About 60% of that group has used buy now, pay later services five or more times in the past year, compared to just over 20% of financially stable consumers, the New York Fed said.
By Caitlin Mullen • Feb. 16, 2024 -
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Burger King, Popeyes lean into kiosks, remodels to spur speedy service
Parent company Restaurant Brands International is focusing on improving speed and convenience as drivers of customer satisfaction.
By Bryan Wassel • Feb. 15, 2024 -
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Peer-to-peer payment platforms have a trust problem, AARP says
“When it comes to addressing instances of financial exploitation, consumers are less likely to trust P2P platforms than banks and credit unions,” an AARP survey reported.
By Tatiana Walk-Morris • Feb. 15, 2024 -
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Consumers seek in-store returns and no-label shipping, FedEx study finds
Most consumers think returns have become easier in recent years, according to FedEx. People have also grown accustomed to convenient return options.
By Bryan Wassel • Feb. 14, 2024 -
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Slow websites are frustrating visitors, causing dips in engagement
JavaScript errors were to blame for the increasing rate of frustrating digital experiences, according to a new Contentsquare study.
By Kristen Doerer • Feb. 14, 2024 -
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This Valentine’s Day, give the CX gift that matters: personalization
As the rate of returned Valentine’s Day gifts increase, some retailers are looking to improve personalized offers to make sure customers get the right gift.
By Kristen Doerer • Feb. 14, 2024 -
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Search refinement tools increase consumer spending, satisfaction
When one of the largest e-commerce platforms in China rolled out a picture-text refinement search tool, it became a win-win for the company and its customers.
By Kristen Doerer • Feb. 12, 2024 -
Courtesy of Chipotle
Chipotle combines automation, training to spur speedy service
The restaurant is banking on loyalty improvements, automation and improved store management to ensure fast and accurate service.
By Bryan Wassel • Feb. 9, 2024 -
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JPMorgan banks on branch expansion to build customer relationships
JPMorgan plans on opening 500 branches in the next three years that will feature a consultation area for customers to have private conversations.
By Rajashree Chakravarty • Feb. 9, 2024 -
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CXOs struggle to identify appropriate metrics, demonstrate ROI
Chief experience officers need to demonstrate measurable progress to get the buy-in from executive leadership, according to Deloitte Digital’s CXO.
By Kristen Doerer • Feb. 8, 2024 -
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Inside the IRS’ journey to allow taxpayers to file for free
In designing the free tax filing product, the IRS focused on ease of user experience as well as scalability.
By Kristen Doerer • Feb. 8, 2024 -
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Customer service leaders to prioritize customer journey analytics in 2024
As customer journey analytics become more affordable and accessible, more leaders are investing in the service.
By Kristen Doerer • Feb. 7, 2024 -
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Verizon’s first-ever customer experience officer aims to simplify plan shopping
Brian Higgins will oversee the telecommunication provider’s new CX organization, which has an initial goal of simplifying Verizon’s myPlan service.
By Bryan Wassel • Feb. 6, 2024 -
Courtesy of Southwest Airlines
Southwest redesigns cabins, seats for CX refresh
The airline’s latest customer experience initiatives bring deep blue tones and sky blue accents to its cabin and adjustable headrests to its seats.
By Kristen Doerer • Feb. 5, 2024 -
Permission granted by Sweetgreen
Sweetgreen adds annual loyalty subscription for $100
Enrollment in the company’s rewards program was up 25% during the back half of 2023, and an annual option could further accelerate membership growth.
By Aneurin Canham-Clyne • Feb. 5, 2024 -
Courtesy of Kellanova
Why Kellanova turned to customer-provided data to bolster personalization
Companies like Kellanova are turning to zero-party and first-party data to deeply understand and engage their customers as privacy standards change.
By Rosalyn Page • Feb. 5, 2024 -
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Aisles Abroad: How grocers overseas are innovating checkout experiences
From paying with smiles to personalized pricing for scan-and-go, here’s how grocers outside the U.S. are offering different ways to shop and pay.
By Catherine Douglas Moran • Feb. 2, 2024 -
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Bad experiences are costing businesses $3.7 trillion
Half of consumers said they would reduce or stop spending at a business after a bad experience, according to new research from Qualtrics XM Institute.
By Kristen Doerer • Feb. 1, 2024 -
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Where CX is headed in 2024
CX Dive gathered stories that detail the trends and challenges for CX leaders in the year ahead.
By Kristen Doerer • Jan. 31, 2024 -
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What makes for a good CX tech stack in 2024?
Each company has different tech needs, but here are some guiding principles to create the optimal tech stack.
By Kristen Doerer • Jan. 31, 2024 -
Permission granted by Target
What makes or breaks grocery e-commerce experiences
Shoppers turn to e-commerce for convenience and efficiency. Grocers that delivered on those promises — Target, Walmart, and Albertsons — rose to the top of a new Ipsos survey.
By Bryan Wassel • Jan. 30, 2024 -
Courtesy of Rachel Malish
On Special: How grocers are beefing up in-store experience with meat counters
With fresh meat sales outpacing processed meats, offering a full-service counter could give grocers an edge and draw in more customers.
By Peyton Bigora • Jan. 30, 2024
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