Strategy: Page 29

  • A Southwest Airlines employee assists a passenger during their check-in at the Austin-Bergstrom International Airport on April 18, 2023, in Austin, Texas.
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    Brandon Bell via Getty Images
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    Southwest’s CX initiatives pay off in Q4 earnings report

    Improvements to its in-flight Wi-Fi capabilities, a revamped loyalty program and a new bag-tracking feature were among the airline’s CX initiatives.

    By • Jan. 29, 2024
  • A photograph of a Potbelly sandwich shop sign.
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    Andrew Burton via Getty Images
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    Potbelly expands loyalty redemption options

    The sandwich chain added dessert and side items to its redemption options and implemented spend-based tiers in its rewards platform. 

    By Aneurin Canham-Clyne • Jan. 26, 2024
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    Trendline

    Top 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
  • A Klarna promotional sign is seen in a mall
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    Caitlin Mullen/CX Dive
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    Klarna adds subscription plan

    With an IPO on the horizon, the buy now, pay later firm is offering customers a subscription service for $7.99 per month.

    By Caitlin Mullen • Jan. 26, 2024
  • Closeup shot of an unrecognizable doctor using a digital tablet.
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    University of Utah Health doubled patient feedback for actionable insight

    The healthcare provider was able to collect and analyze patients’ comments at scale after implementing an experience management system.

    By • Jan. 26, 2024
  • Passengers check in for United Airlines flights at O'Hare International Airport.
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    Scott Olson via Getty Images
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    United Airlines’ investments in CX pay off as NPS rises

    “Thanksgiving and the entire fourth quarter had the highest NPS scores in our post-pandemic history,” President Brett Hart said.

    By • Jan. 24, 2024
  • Young people sitting on the stairs and using smartphones.
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    Loyalty programs use gamification to engage customers post-purchase

    Brands are looking to sustain long-term loyalty by encouraging customers to engage with them beyond purchases.

    By • Jan. 24, 2024
  • A Truist sign hangs on a building.
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    Permission granted by Truist
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    Truist pushes self-service as mobile dominates total transactions

    Mobile accounts for more than 3 in 5 Truist bank transactions, CEO Bill Rodgers said on a recent earnings call.

    By • Jan. 23, 2024
  • Hyatt is offering unique guest experiences through new brand platform.
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    Retrieved from Hyatt on January 22, 2024
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    Hyatt teams up with MasterClass, Headspace on new brand platform

    Bolstered by guest demand, Hyatt’s “Be More Here” campaign aims to provide unique well-being amenities, including in-room education and relaxation content.

    By Jenna Graber • Jan. 23, 2024
  • Modern flat cartoon drawing of a red flag, warning sign
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    How CIOs can respond to AI vendor red flags

    Companies expect generative AI implementations to trim costs or improve user experiences. But not every tool can deliver on its promises.

    By Lindsey Wilkinson • Jan. 22, 2024
  • Customer using online service with chatbot.
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    Getty Images
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    With customers wary of AI, KPMG urges companies to get implementation right

    Businesses tout the value that AI can bring to the customer experience, but its implementation can easily backfire without trust.

    By • Jan. 22, 2024
  • A person holding a tablet with digital visualizations floating above it.
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    Generative AI, looming over CX tech, raises the stakes for delivering results

    There’s a push for CX leaders to adopt generative AI, but they must balance the demand for innovation with the ongoing drive to pair back already bloated CX tech stacks.

    By Rosalyn Page • Jan. 22, 2024
  • A car salesperson shaking hands with a customer.
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    Getty Images
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    Consumer satisfaction with car buying experience the highest since 2020

    Larger inventories, higher discounts and more streamlined purchasing experiences are making it easier and faster for consumers to get into a new vehicle, a Cox Automotive survey found.

    By Michael Brady • Jan. 19, 2024
  • An unhappy customer gives negative feedback in an online survey.
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    Getty Images
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    Net promoter scores dropped in most industries in 2023, Forrester finds

    Twice as many brands saw a decrease in their net promoter score compared with 2022, Forrester finds.

    By • Jan. 19, 2024
  • An AI chatbot concept
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    Getty Images
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    Businesses say generative AI in CX has improved ROI

    Generative AI has immense value, but businesses need to implement it thoughtfully, experts told CX Dive.

    By • Jan. 17, 2024
  • Three panelists at a conference session.
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    Catherine Douglas Moran/CX Dive
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    Schnucks’ execs talk the art of customer relations

    Two of the grocers’ executives shared at the National Retail Federation’s Big Show how the chain is finding the right balance with technology to build relationships with its customers and workers.

    By Catherine Douglas Moran • Jan. 17, 2024
  • User rates her xperience or product online,
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    What’s behind the overall decline in CX quality

    Businesses are falling short on meeting customer expectations.

    By • Jan. 16, 2024
  • Chobani
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    Chobani names PepsiCo executive as chief customer officer

    John Frost will help the Greek yogurt giant grow its business and integrate its recently acquired La Colombe coffee brand.

    By Christopher Doering • Jan. 11, 2024
  • A woman stands in a supermarket aisle.
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    Getty Images
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    Consumer trust continues to decline, survey finds

    Uncertainty brought on by the pandemic as well as the lack of trust among Gen Z consumers is behind the decline, Qualtrics XM Institute found.

    By • Jan. 11, 2024
  • A hand drawing five yellow stars on a screen
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    5 CX trends to watch in 2024

    Customer experience leaders will wrestle stark challenges in 2024, from navigating how to implement generative AI to increasing personalization while maintaining customer trust.

    By , • Jan. 10, 2024
  • A headshot of Khozema Shipchandler
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    Courtesy of Twilio
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    Twilio appoints new CEO after co-founder steps down

    Khozema Shipchandler took over leadership of the customer engagement platform company as activist shareholders demanded drastic changes.

    By • Jan. 8, 2024
  • The Dow Chemical logo is shown on a building in downtown Midland, home of the Dow Chemical Company corporate headquarters, on Dec. 10, 2015, in Midland, Michigan.
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    Bill Pugliano via Getty Images
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    How Dow grew customer satisfaction in support services

    By using voice of the customer insights, Dow identified problem areas in its support services and revamped its CX strategy.

    By • Jan. 5, 2024
  • Employees work on laptops in the office, using generative AI tools
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    Getty Images
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    How to build — and develop — long-term customer relationships

    Instead of fixating on short-term metrics or broad market share, Safe Software focuses on the lasting value that comes from building community.

    By Rosalyn Page • Jan. 4, 2024
  • A man is on his laptop and is having problems buying an item online with a credit card. He sits at the kitchen table with breakfast.
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    Poor website experiences are costing businesses

    Consumers abandon an average of five purchases every year due to poor websites, a Storyblok survey found.

    By • Dec. 22, 2023
  • Dark branches fan out on each side of a grey and white Ulta location, beneath a pale blue sky.
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    Daphne Howland/CX Dive
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    Ulta Beauty to expand and refresh loyalty program

    The loyalty program, which has over 42 million active members, will launch in January with a new name and an enhanced birthday gift experience.

    By Nate Delesline III • Dec. 21, 2023
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    Kevin Dietsch / Staff via Getty Images
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    For Southwest’s first chief customer officer, his No. 1 concern is trust

    Tony Roach spoke with CX Dive about the lessons learned from last year’s holiday travel fiasco, and what the airline is doing to illustrate improvements to customers.

    By • Dec. 21, 2023