• Healthcare worker works on a digital tablet
    Image attribution tooltip
    gorodenkoff via Getty Images
    Image attribution tooltip

    Qualtrics partners with Epic to improve patient experience

    One of the first phases of the partnership will be capturing the “voice of the patient,” Qualtrics' chief medical officer told CX Dive.

    By Dec. 7, 2023
  • Online shopping in a cafe
    Image attribution tooltip
    filadendron via Getty Images
    Image attribution tooltip

    Rage clicks and dead links: Online shopper frustration grew on Cyber Monday, research finds

    Cyber Monday spending hit an all time high, but shoppers' frustration grew along with it.

    By Dec. 5, 2023
  • Staples store in Studio City, Ca.
    Image attribution tooltip
    GDMatt66 via Getty Images
    Image attribution tooltip

    Staples’ deliveries, customer service hit by cyberattack

    The office supply retailer expects to fully catch up on back orders after online processing and deliveries were briefly disrupted.

    By David Jones • Dec. 1, 2023
  • The cloud-shaped salesforce logo is shown on the side of a building, the company's headquarters.
    Image attribution tooltip
    Stephen Lam / Stringer via Getty Images
    Image attribution tooltip

    Salesforce boasts it is the ‘No. 1 AI CRM’

    With the booming popularity of Einstein GPT, Salesforce is leading the way in implementing AI into CRMs.

    By Dec. 1, 2023
  • Southwest Airlines employee Agnes Chu of Oakland, California assists passenger Lois Ryals of Philadelphia, Pennsylvania at Philadelphia International Airport May 10, 2004 in Philadelphia, Pennsylvania
    Image attribution tooltip
    William Thomas Cain via Getty Images
    Image attribution tooltip

    5 experts on how airlines can maintain good CX during the Thanksgiving rush

    Carriers that failed to get a handle on predictable disruptions last year don’t have the luxury of failing customers again this year.

    By Updated Nov. 27, 2023
  • Woman shopping online with a smart phone
    Image attribution tooltip
    oatawa via Getty Images
    Image attribution tooltip

    Consumers’ top online shopping pet peeves

    Slow website loading times are the biggest drain, Contentsquare found, followed by excessive pop-ups and unavailable items.

    By Nov. 21, 2023
  • Hyundai's new Sante Fe SUV is reveled during a presentation at the Los Angeles Auto Show.
    Image attribution tooltip
    Courtesy of Hyundai Motor Group
    Image attribution tooltip

    Hyundai says Amazon partnership will improve car-buying process

    The online sales partnership comes as car buyers become more frustrated with the traditional vehicle purchase process.

    By Eric Walz • Nov. 20, 2023
  • A woman walks past an H&R Block office.
    Image attribution tooltip
    Drew Angerer via Getty Images
    Image attribution tooltip

    H&R Block vows to make tax filing easier in bid to acquire customers

    The company is pushing app experience improvements ahead of the 2024 tax season amid worries the IRS will launch its own free tax filing app.

    By Nov. 14, 2023
  • A sign marks the location of a Warby Parker store on September 29, 2021 in Chicago, Illinois.
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    Warby Parker invests in tech for holistic customer experience

    The vision care retailer is investing in its digital capabilities as it pursues a stronger tech stack, better user experiences and productivity gains. 

    By Lindsey Wilkinson , Nov. 9, 2023
  • High angle view of person working on a laptop computer with notes and glasses nearby
    Image attribution tooltip
    miniseries via Getty Images
    Image attribution tooltip

    How IT leaders can declutter customer experiences

    Technology decision makers instinctively add new features to improve end-user experiences, but there’s power in taking away capabilities, too, Gartner’s Michael Chiu said.

    By Lindsey Wilkinson • Nov. 7, 2023
  • A view of PXG golf clubs at the PXG x Nick Jonas at TRENDYGOLF USA event held Nov. 17, 2022 in El Segundo, California.
    Image attribution tooltip
    Jon Kopaloff via Getty Images
    Image attribution tooltip

    What PXG learned from measuring customer satisfaction

    For every point increase in satisfaction at Parsons Xtreme Golf, there was an increase in the odds of a customer making a purchase.

    By Rosalyn Page • Nov. 7, 2023
  • Southwest Airlines airplane taxies from a gate at Baltimore Washington International Thurgood Marshall Airport on October 11, 2021
    Image attribution tooltip
    Kevin Dietsch / Staff via Getty Images
    Image attribution tooltip

    Southwest Airlines to fuel growing customer engagement with loyalty perks

    The company has recovered from a tumultuous spate of flight cancellations in late 2023 with a renewed focus on the customer experience.

    By Nov. 3, 2023
  • Attendees walk through an expo hall during AWS re:Invent 2022, a conference hosted by Amazon Web Services, at The Venetian Las Vegas on November 29, 2022 in Las Vegas, Nevada. (
    Image attribution tooltip
    Noah Berger / Stringer via Getty Images
    Image attribution tooltip

    Amazon’s generative AI investments to fuel CX improvements, CEO says

    Generative AI is fueling better browsing experiences at Amazon and powering next-generation customer experience initiatives at AWS.

    By Nov. 1, 2023
  • Image attribution tooltip
    Spencer Platt via Getty Images
    Image attribution tooltip

    FedEx to integrate customer platforms, expand European rewards program

    The logistics giant’s chief customer officer says combining its customer service, marketing and sales platforms will make supply chains more efficient.

    By Oct. 30, 2023
  • The exterior of Dell's research and development facility in California
    Image attribution tooltip
    Justin Sullivan via Getty Images
    Image attribution tooltip

    Generative AI to power Dell’s self-service experience

    Automated issue resolution, self-service and hyper-efficient support aim to enhance customer experience.

    By Oct. 27, 2023
  • Image of cloud data center, 3d rendering.
    Image attribution tooltip
    mesh cube via Getty Images
    Image attribution tooltip

    Data stacks haven’t caught up with generative AI enthusiasm

    Few enterprises have reached the production stage, chief data officers said in an AWS survey.

    By Roberto Torres • Oct. 19, 2023
  • The glass exterior of the Anaheim Convention Center features blue signage denoting Wyndham's 2023 Global Conference.
    Image attribution tooltip
    Courtesy of Wyndham Hotels & Resorts
    Image attribution tooltip

    Wyndham debuts owner, guest engagement platforms amid ‘record’ development

    The tech is designed to help hotel owners boost profitability and better cater to travelers’ evolving needs.

    By Noelle Mateer • Sept. 15, 2023
  • Salesforce logo
    Image attribution tooltip
    Stephen Lam via Getty Images
    Image attribution tooltip

    Salesforce infuses rebranded CRM with AI, launches Einstein Copilot

    The software giant is introducing a conversational generative AI assistant baked into all applications. 

    By Lindsey Wilkinson • Sept. 12, 2023