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

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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

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