US consumer trust in digital payments lags globally

Consumers in the U.S. are less trusting than those in other countries when it comes to using digital tools to make payments, according to a fintech study.

By Tatiana Walk-Morris • Aug. 25, 2025

Sonos looks to software to improve experience, win back customers

Newly minted CEO Tom Conrad said he sees software updates as key to Sonos’ relationship with customers: “The Sonos we're building today is not just a product company."

By Kristen Doerer • Aug. 14, 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

Etsy bets on its app as declines persist

The company’s ranking model has lost steam, so it is retooling its platform to leverage large language models and generative AI.

By Daphne Howland • Aug. 5, 2025

White Castle offers robot delivery in Chicago with Uber Eats, Coco

The slider chain said delivery robots may help it reduce parking lot congestion and speed up service.

By Aneurin Canham-Clyne • July 31, 2025

Temu doesn’t properly assess illegal products on its platform: EU Commission

The fast fashion giant remains under investigation for allegedly addictive design features and a lack of transparent recommendation system.

By Laurel Deppen • July 30, 2025

Guitar Center brings AI assistant to the store floor

The Rig Advisor tool compares gear in real-time and provides live inventory updates.

By Xanayra Marin-Lopez • July 25, 2025

Want a great quick-service restaurant experience? Keep it fast and efficient

Customers are happier with human-led ordering at the counter or the drive-thru than they are with using kiosks, according to a Qualtrics Instant Insights survey.

By Bryan Wassel • Updated July 21, 2025

CX leaders expect technology budget growth as AI readiness lags

Most leaders anticipate a bump in their tech budgets in the next year, but only one-third of CX teams have mastered the necessary data literacy skills, Forrester found.

By Bryan Wassel • July 16, 2025

AI is wreaking havoc on mobile user experience, report finds

Error clicks on mobile skyrocketed 667% year-over-year, frustrating consumers along the way, according to a report by behavioral data company Fullstory.

By Michael Brady • July 16, 2025

Potbelly updates website, app as part of digital transformation

These digital channels will include a reorder function and “Quick Add” option for a faster checkout experience. 

By Julie Littman • July 15, 2025

New grocery app allows for real-time price comparison

Grocery Dealz acts as an e-commerce marketplace that allows shoppers to compare costs between supermarkets and quickly build a cart.

By Peyton Bigora • July 8, 2025

American Airlines CIO on redefining CX with tech

On a recent podcast, Ganesh Jayaram discussed the carrier’s revamped app and self-service capabilities as it turns to AI to avoid missed connections.

By Kristen Doerer • July 1, 2025

Customer satisfaction with bank, credit card digital experience is ‘plateauing’

Bank of America, Capital One and American Express were among the top performers and excelled in providing intuitive navigation and strong security features, according to J.D. Power.

By Kristen Doerer • June 25, 2025

Walmart’s latest AI feature aims to help associates overcome language barriers

The retailer is updating its associate app to include real-time translation in 44 languages, alongside AI-driven task management.

By Bryan Wassel • June 24, 2025

Millennials drive rising expectations for digital banking

A majority of consumers say they “can’t live without” banking apps, a Chase Bank survey found.

By Kristen Doerer • June 23, 2025

Why RCS is gaining traction among business and consumers alike

Rich communication services "is an app-like experience in the messaging channel,” said Brenda Fackler, VP of client services at Sinch. “It is a total game changer.”

By Kristen Doerer • June 16, 2025

Want to prepare for generative AI? Get your knowledge base up to par

The future is uncertain, but investing in how information is presented to customers and web crawlers will give leaders a head start.

By Bryan Wassel • June 16, 2025

Walmart debuts Sparky, its generative AI assistant for customers

Joining Wally, an AI assistant for merchants, Sparky will summarize reviews for customers and help shoppers plan purchases.

By Xanayra Marin-Lopez • June 11, 2025

Businesses look to streamline tech stacks to better understand customers

Integrating customer relationship management software, surveys and other tools and technologies remains a challenge, a Twilio survey found.

By Michael Brady • June 10, 2025

Generative AI enters ‘recommendation era’ as search falls to the wayside

“It used to be you could search for a brand or a product, or you could search for a price," Accenture's Jill Standish said. "But could you ask for advice?”

By Bryan Wassel • June 9, 2025

Costco calls scan-and-go pilot ‘extremely successful’

The scan-and-go tests are part of the retailer's efforts to move customers through the store faster, improve checkout and reduce crowding.

By Kristen Doerer • June 3, 2025

Best Buy wants AI to offer customers fewer — but more relevant — search results

The enhanced search experience will build on the electronics retailer’s e-commerce success, which was a bright spot in an otherwise lackluster quarter.

By Bryan Wassel • May 29, 2025

Google is turning AI into a personal shopping assistant

The technology company debuted AI Mode, the ability for shoppers to use agentic capabilities to set up price tracking and make purchases on their behalf.

By Xanayra Marin-Lopez • May 27, 2025

TikTok Live remains top live shopping platform

Though roughly 60% of U.S. adults say they watch live shopping in general, only half of them are making purchases, a recent survey shows.

By Xanayra Marin-Lopez • May 16, 2025

Airbnb overhauls app with an emphasis on travel experiences

Customers can now book services and excursions, ranging from photo shoots to gallery tours, in a redesigned app.

By Bryan Wassel • May 15, 2025