After record high, customer satisfaction with airlines falls

Customer satisfaction dropped 4% from last year, driven by business customer dissatisfaction, the American Customer Satisfaction Index found.

By Kristen Doerer • April 23, 2025

What troubles shoppers when searching online

Creating clear product landing pages that turn customer concerns into searchable content are key to help shoppers find what they’re looking for.

By Xanayra Marin-Lopez • April 21, 2025

Explore the 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

How KFC’s customer listening program helps it nail the first experience

The program is designed to collect data from a range of sources, disseminate findings across the company and coordinate teams to solve customer pain points, KFC COO Rob Swain said.

By Bryan Wassel • April 21, 2025

Generational needs in apparel CX can be met by common store design principles

Organization, speed and navigation are near-universal ingredients for good in-store experiences, no matter the shopper's age.

By Bryan Wassel • April 18, 2025

Credit unions outperform retail banks in customer satisfaction

Credit unions typically offer better interest rates and lower fees than retail banks, making them attractive to consumers amid high prices, according to J.D. Power.

By Michael Brady • April 17, 2025

Albertsons credits app experience, loyalty for digital sales boost

Loyalty membership grew 15% year over year for the second quarter in a row, while digital sales grew 24% year over year.

By Bryan Wassel • April 16, 2025

Tillster: 61% of users want more restaurant kiosks

Diners are becoming more comfortable with kiosks since they can review their orders for accuracy, per a report.

By Julie Littman • April 16, 2025

Rent the Runway rethinks customer service approach

Shifting to more proactive service, the team now spends 14% of its time calling customers to build loyalty, according to CEO Jennifer Hyman.

By Bryan Wassel • April 15, 2025

JPMorgan Chase, Wells Fargo: US consumers remain resilient

Even as consumer sentiment plunges, spending data shows resilience, JPMorgan Chase says.

By Kristen Doerer • April 14, 2025

Consumer sentiment plummets, inflation expectations soar amid trade war

“There’s been a sharp decline in consumer sentiment, and business sentiment measures have weakened too,” New York Federal Reserve Bank President John Williams said.

By Jim Tyson • April 14, 2025

How JCPenney’s new brand positioning is subverting consumer expectations

Out-of-home ads that feature QR codes but not labels want consumers asking “It’s from where?” as the retailer pushes to modernize and promote value. 

By Chris Kelly • April 14, 2025

Consumers say product discovery is key to better shopping experiences, survey finds

Smart page layouts and product summaries are just some of the steps that can help improve the discovery process.

By Bryan Wassel • April 11, 2025

Delta says premium and loyalty provide resilience as the economy quakes

The airline pulled its full-year financial guidance, citing broad macro uncertainty. Even so, premium remains a strong point.

By Kristen Doerer • April 10, 2025

Investments in convenience pay off for Sam’s Club

The warehouse club will remodel its entire store fleet, with upgrades based on its store of the future concept, and improve digital personalization.

By Bryan Wassel • April 9, 2025

Tariffs are the latest test of beleaguered US consumers

Before the expansive levies were announced, spending power was already weakened by high prices and rising debt, among other forces, analysts say.

By Daphne Howland • April 9, 2025

How companies changing their DEI approach impacts customer trust

Companies face intense legal and political pressure to break environmental and social promises, but it takes far longer to rebuild consumer trust than it does to break it, experts say.

By Michael Brady • April 9, 2025

Dave & Buster’s overhauls its remodel strategy as sales continue to fall

The restaurant chain still wants to offer unique experiences — but leaders are aiming for higher returns on investment.

By Bryan Wassel • April 8, 2025

Tariffs alarm consumers. Can CX help companies maintain loyalty?

As markets plummet and prices rise, consumers are seeking cheaper alternatives. Now, CX leaders will play an even bigger role in fostering loyalty.

By Kristen Doerer • April 8, 2025

5 CX experts on how leaders can tackle tariff challenges

Whether companies absorb the brunt of cost increases or pass them on, the right approach to customer relationships can ease the struggle.

By Bryan Wassel , Kristen Doerer • April 4, 2025

NRF expects ‘slower trajectory for consumer spending’ in 2025 as tariffs fuel uncertainty, inflation fears

Retail sales could grow 3.7% at best — or well under 3% — as many consumers reach the limits of their spending power, the trade group said.

By Daphne Howland • April 3, 2025

How Applebee’s designed its customer insights program

The restaurant chain incorporated feedback from a range of stakeholders to ensure its customer insights are actionable and readily available.

By Bryan Wassel • April 2, 2025

FTC considers petition for digital labels on apparel

The American Apparel and Footwear Association's petition says online garment care instructions will inform customers about product care, reduce waste and save money.

By Laurel Deppen • April 2, 2025

Consumer spending during Q1 shrinks for first time since pandemic

“Stockpiling ahead of potential tariff implementation on a wide range of consumer goods could lead to a pullback in goods spending later this year,” the Conference Board said.

By Jim Tyson • April 1, 2025

Temu accused of acting in bad faith in addressing customer complaints

A class action lawsuit alleges the fast fashion company is scheming to prevent customers from filing claims.

By Laurel Deppen • April 1, 2025

David’s Bridal CEO on transforming the brand experience for today’s brides

CEO Kelly Cook is focused on “changing and twisting the dials of the company” to keep up with brides’ evolving expectations for the wedding shopping and planning experience.

By Bryan Wassel • April 1, 2025