5 customer experience trends to watch in 2025

Falling loyalty, isolated customer experience practices and score obsession will shape the year ahead.

By Kristen Doerer , Bryan Wassel • Jan. 8, 2025

Starbucks’ turnaround plan will be ‘no quick fix,’ analysts say

The chain wants to improve customer experience by making its stores more welcoming and speeding up service. But will the changes come fast enough?

By Michael Brady • Jan. 7, 2025

Explore the Trendline➔

Loyalty

In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.

By CX Dive staff

Domino’s CMO on how Emergency Pizzas meet consumers where they are

Kate Trumbull and Matt Talbot, co-founder of the brand’s AOR WorkInProgress, explain how last year’s marketing efforts set up the chain for 2025.

By Chris Kelly • Jan. 3, 2025

Delta Air Lines delivers on punctuality, report finds

The airline is the most on-time carrier for the fourth year running, a Cirium report found.

By Kristen Doerer • Jan. 2, 2025

How CIOs encourage tech adoption across generations

Boomers and Gen Z face different challenges adopting workplace tools, but collaborative training can bridge the gap, CIOs say.

By Suman Bhattacharyya • Jan. 2, 2025

How to create a customer experience journey map

Customer journey mapping is a powerful tool for businesses to understand and improve customer experience, but omnichannel interactions pose challenges.

By Rosalyn Page • Updated Jan. 2, 2025

FTC excludes restaurants from junk fee rule

In another regulatory victory for restaurants, the Federal Trade Commission backtracked on including restaurant fees in its price transparency rule.

By Aneurin Canham-Clyne • Dec. 20, 2024

Darden Restaurants begins POS rollout as it pursues speedier service

The new point-of-sale system will help the company speed up orders and improve its data capabilities at nine restaurant brands, executives said.

By Bryan Wassel • Dec. 19, 2024

What Amazon is doing to fight fake reviews

Reviews are a cornerstone of Amazon’s business, so it is battling bogus customer reviews with strict policies, proactive detection and enforcement action.

By Kristen Doerer • Updated Dec. 19, 2024

CFPB swats at retail credit cards

The federal agency warned companies issuing credit cards about illegal tactics, specifically calling out promotions that turn into “bait-and-switch” offers.

By Lynne Marek • Dec. 19, 2024

FTC cracks down on junk fees

The bipartisan Junk Fees Rule takes aim at “bait-and-switch pricing” for short-term lodging and live-ticket events.

By Noelle Mateer • Dec. 18, 2024

TD Bank names US leader of consumer solutions, services

Allison Robinson will lead the regional bank’s day-to-day store operations, sales and advice, customer experience and more.

By Kristen Doerer • Dec. 18, 2024

Lines can make customers rethink a shopping trip, survey finds

Nearly one-quarter of consumers report feeling frustrated when waiting in line, up from 1 in 10 in 2023, according to a survey by Waitwhile.

By Bryan Wassel • Dec. 17, 2024

5 customer experience predictions for 2025

Analysts expect boosts in budgets, an overreliance on metrics without actions to match and failing efforts to improve accessibility.

By Kristen Doerer , Bryan Wassel • Dec. 17, 2024

3 strategies for executing the new global CX standards

Bain, Kantar and Qualtrics call on leaders to execute their CX strategies with a deep understanding of the customer and an eye toward the bottom line.

By Bryan Wassel • Dec. 16, 2024

Dave & Buster’s CEO out, but his CX strategy marches on

Interim CEO Kevin Sheehan has “a tremendous amount of confidence” in the plans, which were developed in tandem with the board.

By Bryan Wassel • Dec. 13, 2024

Stitch Fix values flexibility in push for better client experiences

The company increased the item limit on orders and is offering stylist profiles as it aims to better engage customers and attract lapsed clients.

By Bryan Wassel • Dec. 13, 2024

Lowe’s puts tech first in its 2025 CX plans

The home improvement retailer plans to revamp its loyalty program for contractors and expand the use of AI to grow its market share.

By Bryan Wassel • Dec. 11, 2024

Rent the Runway improves customer onboarding to drive loyalty, engagement

Style appointments and a relaxed replacement policy for new subscribers are among the CX upgrades the retailer rolled out in pursuit of growth.

By Bryan Wassel • Dec. 10, 2024

Citizens tweaks features, eyeing deeper ties to customers

Recent upgrades to the bank’s digital experience are aimed at fueling primacy with clients, a Citizens executive said.

By Caitlin Mullen • Dec. 9, 2024

Chewy returns to member growth with better site experiences

A more convenient in-app experience and positive responses to veterinary clinics helped drive customer growth at the pet goods retailer.

By Bryan Wassel • Dec. 6, 2024

Frontier adds first-class seats, bucking low-cost reputation

The airline is the latest to offer more premium services in response to demand from customers.

By Kristen Doerer • Dec. 4, 2024

USAA tops KPMG’s list for best customer experience

H-E-B and Patagonia also rose to the top of the list for excelling at meeting customer needs and demonstrating a deep commitment to the communities they serve, according to KPMG.

By Kristen Doerer • Dec. 4, 2024

Black Friday, slower in 2024, still has plenty of CX lessons to share

In-store traffic was down compared to last year, but businesses’ Black Friday performance can still help retailers fine-tune CX for the rest of the year.

By Bryan Wassel • Dec. 2, 2024

FTC questions Uber’s subscription practices

The ride-hailing company defended its Uber One cancellation process and said it would answer the Federal Trade Commission’s questions about its cancellation policies.

By Kristen Doerer • Dec. 2, 2024