Strategy: Page 9
-
Alex Wong via Getty Images
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 -
Permission granted by Bojangles
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 -
Explore the Trendline➔
blackCAT via Getty Images
TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
Courtesy of Starbucks
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 -
Photo illustration: Industry Dive; Joe Readle/Getty Images; Brandon Bell/Getty Images
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 -
Mario Tama via Getty Images
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 -
Mario Tama via Getty Images
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 -
Hispanolistic via Getty Images
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 -
shapecharge via Getty Images
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 -
Harbucks via Getty Images
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 -
Chip Somodevilla via Getty Images
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 -
Justin Sullivan/Getty Images via Getty Images
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 -
David Ryder via Getty Images
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 -
Scott Olson via Getty Images
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 -
Justin Sullivan via Getty Images
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 -
GamePH via Getty Images
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 -
Courtesy of Whole Foods Market
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 -
fizkes via Getty Images
Deep DiveWhat 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 -
Courtesy of JCPenney
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 -
Scott Olson via Getty Images
United credits tech and staff investments for rising NPS scores
Inter-airport collaboration, iPhones for flight attendants and trainings to bolster pilot professionalism are among the CX-boosting investments the airline has made.
By Bryan Wassel • Oct. 17, 2024 -
SDI Productions via Getty Images
Experiences bring shoppers in-store. How can retailers stand out?
A majority of consumers visit stores for the experience, according to a Ryder survey. The kind of experience they want can differ, from picking up orders to seeking associate advice.
By Bryan Wassel • Oct. 17, 2024 -
Gorodenkoff via Getty Images
FTC unveils final ‘click-to-cancel’ rule for consumers
The agency rule targeting recurring payments comes amid a broader effort by the Biden administration to reduce consumer “junk” fees.
By Justin Bachman • Oct. 16, 2024 -
Permission granted by Rare Beauty
Deep Dive‘Everybody benefits’: Why the beauty industry needs to get serious about accessible packaging
Rare Beauty and Target have taken steps to develop guidance around universally accessible design. But the industry isn’t prioritizing it yet.
By Caroline Jansen • Oct. 16, 2024 -
Pekic via Getty Images
Bad experiences put $3.8 trillion at risk
While consumers are reporting fewer bad experiences, they are becoming less forgiving and will take their money elsewhere, according to Qualtrics XM Institute.
By Kristen Doerer • Oct. 15, 2024 -
Courtesy of Amazon
Amazon bundles online shopping of groceries and non-food items
The company is diversifying its marketplace and fulfillment centers to allow Prime members to add goods from Amazon.com, Amazon Fresh and Whole Foods in one cart.
By Peyton Bigora • Oct. 14, 2024 -
Jessica McGowan / Stringer via Getty Images
Delta touts CX wins despite revenue hit from CrowdStrike outage
The airline spent about $170 million on customer expense reimbursements and crew-related costs following the CrowdStrike outage.
By Kristen Doerer • Oct. 10, 2024
Previous
