Strategy: Page 4
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Alaska Airlines names digital, guest experience leaders
The airline appointed the CX executives as it looks to deepen its value following its acquisition of Hawaiian Airlines in September.
By Kristen Doerer • Nov. 14, 2024 -
How retailers are making it harder to shop, just in time for the holidays
Thwarting customers, in stores or online, isn’t any way to make a sale.
By Daphne Howland • Nov. 14, 2024 -
Explore the Trendline➔
blackCAT via Getty ImagesTrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
What CX experts are watching in Trump’s second term
The president-elect promised to shake up the status quo, reshape the federal government and pursue economic policies with wide-ranging implications for business and consumers alike.
By Kristen Doerer , Bryan Wassel • Nov. 14, 2024 -
Satisfaction with federal government services climbs to 7-year high
The growth in satisfaction scores is the result of a yearslong effort to improve citizens’ experiences when accessing federal government services.
By Kristen Doerer • Nov. 13, 2024 -
Home Depot caters to professional contractors with CX role
The home improvement retailer created a professional customer-focused manager position for stores and increased the variety of products available for faster delivery.
By Bryan Wassel • Nov. 12, 2024 -
Expedia Group boosts app user experience, loyalty offerings
The travel booking app now uses AI to summarize reviews and offer customers detailed property information.
By Bryan Wassel • Nov. 8, 2024 -
FTC orders Sitejabber to stop misleading customers with reviews
The agency alleges the online platform published reviews from customers who hadn’t received or experienced the product or service being reviewed.
By Kristen Doerer • Nov. 7, 2024 -
What’s the future of consumer protections under the next president?
While Vice President Kamala Harris promises to protect consumers from junk fees and fraud, former President Donald Trump pledges to expand his deregulation policy.
By Kristen Doerer • Nov. 5, 2024 -
Why CX is becoming the new priority for CIOs
Bojangles CIO Richard Del Valle witnessed the priority shift first hand as his team pivoted from operating as an infrastructure- to a guest-focused IT team.
By Rosalyn Page • Nov. 4, 2024 -
Starbucks brews CX plans to improve in-store, mobile ordering
The company is building faster order fulfillment, revamping in-store ambiance and bringing back Sharpies to improve customer experience.
By Bryan Wassel • Oct. 31, 2024 -
As Election Day approaches, what’s the future of federal CX?
While both Vice President Kamala Harris and former President Donald Trump have a record of supporting federal CX initiatives, they have differing priorities.
By Kristen Doerer • Oct. 31, 2024 -
McDonald’s boasts faster drive-thru order times, higher satisfaction in Q3
The restaurant will expand its Ready on Arrival system to six major markets to help speed up mobile order fulfillment.
By Bryan Wassel • Oct. 30, 2024 -
How DOT’s cash refunds for canceled flight rule could build customer trust
The rule, which went into effect Monday, requires airlines to provide customers with automatic cash refunds for canceled or significantly delayed service.
By Kristen Doerer • Oct. 29, 2024 -
Are chief customer officers really driving CX improvements?
The role brings a dedicated focus on customer experience, but it needs CEO buy-in and organization-wide involvement to get results.
By Rosalyn Page • Oct. 29, 2024 -
More CMOs are making strategies with customers in mind, study finds
Lack of alignment across departments is reducing CMOs' confidence in their ability to follow through.
By Bryan Wassel • Oct. 28, 2024 -
A look at how culture, employee experience fit into global CX standards
The standards for CX created by Bain, Kantar and Qualtrics call on leaders to play a major role in shaping a customer-centric culture across the business.
By Bryan Wassel • Oct. 28, 2024 -
FCC opens review of customer service practices of cable, phone companies
“No one should get stuck in a doom loop trying to cancel a subscription or just get a human being to help resolve their service problems,” FCC Chairwoman Jessica Rosenworcel said Wednesday.
By Kristen Doerer • Oct. 25, 2024 -
T-Mobile to tap AI for preemptive customer service
The company is focusing on AI-powered tools to track potential service disruptions, keep agents informed and streamline the shopping process.
By Bryan Wassel • Oct. 24, 2024 -
Starbucks’ Q4 results nosedive ‘reflects challenged customer experience’
CEO Brian Niccol said the chain will address issues with its complex menu, pricing architecture and mobile order and payments system.
By Julie Littman • Oct. 24, 2024 -
American has a plan to win back business, premium customers
The airline is slowly building back its business revenue as it looks to offer corporate customers more premium experiences.
By Kristen Doerer • Oct. 24, 2024 -
Verizon sees CX as key pillar in its fight against customer churn
The company aims to reduce customer turnover to maintain wireless service revenue growth with the help of AI and more customer choice.
By Bryan Wassel • Oct. 23, 2024 -
It’s official: There’s a ban on the purchase or sale of fake reviews
The rule will allow the agency to seek civil penalties from knowing offenders, with fines of up to nearly $52,000 per violation.
By Kristen Doerer • Oct. 22, 2024 -
Amazon pilots small-format grocery concept
The test store in Chicago is meant for quick fill-in grocery runs and aims to reduce the number of retailers shoppers have to visit to complete shopping trips.
By Peyton Bigora • Oct. 22, 2024 -
Deep Dive
What the FTC’s ‘click-to-cancel’ rule means for customers
Canceling a subscription can prove frustrating for consumers. Will the Federal Trade Commission’s new regulation improve their experience?
By Kristen Doerer • Oct. 22, 2024 -
JCPenney’s holiday playbook: Deals, in-store experiences and Martha Stewart
The embattled department store is leaning into its already successful “Really Big Deal Reveals” campaign and bringing back a nostalgic giveaway.
By Jessica Deyo • Oct. 18, 2024