Foot Locker touts high NPS scores as sign of turnaround

The retailer credited store associates for its high net promoter scores and shared its plans to better connect its digital and physical experiences.

By Bryan Wassel • March 7, 2024

1 in 3 Sam’s Club members use scan-and-go technology regularly

The club retailer is expanding the digital capability’s reach after customer usage surged last year.

By Peyton Bigora • March 7, 2024

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

What the Catalyst, Totango merger means for customer success teams

The merger marks a shift in the customer success software market, as the new company pushes to boost post-sale revenue throughout the customer life cycle.

By Kristen Doerer • March 5, 2024

Customers want mobile banking apps to go beyond transactions, Chase study finds

Consumers value the convenience and ease of mobile banking, and many want to use their apps for all their banking needs, Chase Bank found.

By Kristen Doerer • Feb. 29, 2024

Amazon expands smart carts pilot

The tech giant’s smart shopping carts, designed to speed up the checkout process, are now available for use in a California Whole Foods store.

By James Pothen • Feb. 28, 2024

Google Pay app to be retired in US this year

“To simplify the app experience, the U.S. version of the standalone Google Pay app will no longer be available,” the tech giant said in a Thursday blog post.

By James Pothen • Feb. 26, 2024

Are businesses listening to what customers don’t say?

CX leaders need to pay attention to the "silent signals" from unhappy customers who don’t raise their hands to voice their complaints.

By Michael Hinshaw • Feb. 22, 2024

Starbucks, Bank of America tie up loyalty programs

Eligible Bank of America card holders can link their Starbucks rewards account to earn 2% cashback on qualifying purchases and one star for every $2 spent at one of the coffee shops. 

By Aneurin Canham-Clyne • Feb. 21, 2024

Self-checkout promises ultimate convenience. Is it doing its job?

The process can make for faster, easier experiences, but it needs regular attention and helpful associates to thrive.

By Bryan Wassel • Feb. 20, 2024

Shop ‘n Save to boost loyalty offerings through new partnership

The independent regional grocer’s latest tie-up with Upside aims to improve customer loyalty through its existing promotion offerings.

By Peyton Bigora • Feb. 15, 2024

Citi moves deeper into e-commerce through digital couponing

The bank recently launched a browser extension that searches for coupons on merchant checkout pages, suggests applicable codes and can activate cash-back offers.

By Suman Bhattacharyya • Feb. 14, 2024

Search refinement tools increase consumer spending, satisfaction

When one of the largest e-commerce platforms in China rolled out a picture-text refinement search tool, it became a win-win for the company and its customers.

By Kristen Doerer • Feb. 12, 2024

Wayfair introduces Decorify app to Apple Vision Pro

The company is adding new digital tools for customers in the midst of a turnaround.

By Tatiana Walk-Morris • Feb. 12, 2024

Inside the IRS’ journey to allow taxpayers to file for free

In designing the free tax filing product, the IRS focused on ease of user experience as well as scalability.

By Kristen Doerer • Feb. 8, 2024

KFC US launches points-based digital rewards program

Members earn 10 points for every eligible dollar spent online. Points are redeemable for free food in KFC’s Secret Recipe Vault, which rotates rewards.

By Julie Littman • Feb. 8, 2024

Customer service leaders to prioritize customer journey analytics in 2024

As customer journey analytics become more affordable and accessible, more leaders are investing in the service.

By Kristen Doerer • Feb. 7, 2024

McDonald’s invests aggressively in technology

The fast food giant’s three-pronged plan aims to digitally transform customer experience, franchise operations and core systems, President and CEO Chris Kempczinski said Monday.

By Matt Ashare • Feb. 7, 2024

Aldi debuts automated checkout tech at Chicago-area store

The retailer is working with artificial intelligence startup Grabango to offer the service for the first time in the U.S. at a location in the Chicago suburb of Aurora, Illinois.

By Sam Silverstein , Lynne Marek • Feb. 6, 2024

Aisles Abroad: How grocers overseas are innovating checkout experiences

From paying with smiles to personalized pricing for scan-and-go, here’s how grocers outside the U.S. are offering different ways to shop and pay. 

By Catherine Douglas Moran • Feb. 2, 2024

Hilton expands on-property messaging in bid to enhance guest experience

The mobile messaging platform will be available across its entire portfolio by the end of 2024 to “support the growing need for frictionless travel.” 

By Jenna Walters • Feb. 1, 2024

Where CX is headed in 2024

CX Dive gathered stories that detail the trends and challenges for CX leaders in the year ahead.

By Kristen Doerer • Jan. 31, 2024

What makes for a good CX tech stack in 2024?

Each company has different tech needs, but here are some guiding principles to create the optimal tech stack.

By Kristen Doerer • Jan. 31, 2024

Swarovski brings luxury CX online with careful listening and constant testing

The luxury retailer aims to recreate the elevated in-store experience by ensuring digital customer journeys offer the same level of curation.

By Bryan Wassel • Jan. 29, 2024

Brands have an overinflated view of their CX quality

A majority of leaders think they’re offering impressive online experiences, Deloitte found, but less than half of customers agree.

By Bryan Wassel • Jan. 29, 2024

Giant Eagle revamps loyalty program

The grocer has made changes to its myPerks program that include additional redemption choices and the ability for frequent shoppers to earn points at an accelerated rate.

By Sam Silverstein • Jan. 26, 2024