The biggest CX lessons of the 2023 holiday season

The holidays are drawing to a close, but it’s never too early to start preparing for next year.

By Bryan Wassel • Dec. 20, 2023

What draws customers into stores?

Consumers place a premium on retail that cultivates an atmosphere of discovery and community, research from Mood Media found. Scents even play a role. 

By Bryan Wassel • Dec. 19, 2023

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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

How to maintain trust in the holiday cyberthreat season

Trust is a cornerstone of a good experience, and retailers need to reassure customers that their data is safe during the holidays.

By Kristen Doerer • Dec. 18, 2023

Cava is bolstering customization through catering, loyalty strategy

The Mediterranean fast casual is looking to deepen engagement with existing customers and win new fans by expanding its catering and introducing a new loyalty program.

By Emma Liem Beckett • Dec. 15, 2023

IRS wants to make it easier for you to pay your taxes

The agency, as it puts a renewed focus on taxpayer experience, is piloting its own tax filing software.

By Kristen Doerer • Dec. 15, 2023

Google Pay to launch buy now, pay later pilot

The tech giant tapped Affirm and Zip to pilot installment payment options through Google Pay.

By Caitlin Mullen • Dec. 14, 2023

Hyundai creates CX division, combining retail and after-sales

Michel Poirier will lead the division, which was created in an effort to streamline the automaker’s CX efforts.

By Kristen Doerer • Dec. 13, 2023

‘An easy fix’: IRS expands callback option

“We like to say, the era of listening to elevator music to get a hold of the IRS is over,” IRS Commissioner Daniel Werfel said.

By Kristen Doerer • Dec. 13, 2023

McDonald’s orders up data-powered CX improvements

Information from hundreds of millions of customers will enable greater personalization and power smarter in-store generative AI features.

By Bryan Wassel • Dec. 12, 2023

4 in 5 vets trust the VA. The secret lies in employee experience

The VA found that where employees felt more engaged, patients tended to report that their healthcare provider was attentive to their needs.

By Kristen Doerer • Dec. 12, 2023

Is an ‘employee experience winter’ coming?

Investing in the workforce can improve the customer experience, one Forrester analyst said: “Happy employees lead to happy customers.” 

By Jen A. Miller • Dec. 11, 2023

How J. Jill nurtured brand loyalty through customer connection

When it comes to strengthening loyalty, CX is a key ingredient. So what lessons should brands apply at a time of overwhelming choice and heavy competition?

By Rosalyn Page • Dec. 11, 2023

Most leaders think they offer great experiences, but customers beg to differ

Executives believe they have mastered CX, but the gap between their perception and how consumers feel is wide.

By Kristen Doerer • Dec. 8, 2023

Why Domino’s is awarding half a million dollars in snow plowing grants

Chief Brand Officer Kate Trumbull explained how the chain’s latest effort shows off an "experienced by few, seen by many" ethos.

By Chris Kelly • Dec. 6, 2023

CX leaders are moving up the C-suite hierarchy

Customer-obsessed businesses are elevating CX in the org chart to give it the visibility, resources and C-suite attention it needs, one Forrester analyst said.

By Kristen Doerer • Dec. 6, 2023

Ulta Beauty workers maintain CX despite rising security precautions

Increased staffing will enable stronger theft prevention without slowing customer checkouts during the holiday rush.

By Bryan Wassel • Dec. 5, 2023

World of Hyatt ‘reimagines’ loyalty program benefits

In its latest bid to improve the guest experience, Hyatt updated its milestone rewards tiers based on direct feedback from loyalty members.

By Jenna Graber • Dec. 4, 2023

Kroger improves pickup experience, personalized offerings in CX push

Improvements to the grocer’s pickup program have resulted in higher NPS for the service, CEO Rodney McMullen said.

By Bryan Wassel • Dec. 4, 2023

Nordstrom hinges CX strategy on personalization and convenience

Investments in better data and analytics, as well as faster delivery times, aim to benefit shoppers whether they prefer shopping in-store or online.

By Bryan Wassel • Updated March 11, 2024

Holiday CX quality dips when the last mile is forgotten

Looming parties and gift-giving occasions make holiday deliveries sensitive, but open communications can ease consumers’ concerns.

By Bryan Wassel • Nov. 29, 2023

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

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