Bryan Wassel
ReporterBryan Wassel is a reporter for CX Dive and helped launch the publication in 2023. Prior to joining Industry Dive, Bryan covered the retail and grocery industries for publications including Retail TouchPoints and The Food Institute. He grew up in New Jersey and currently lives in Philadelphia.
127 articles by Bryan Wassel
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Call center agents feel overwhelmed, but research shows tech can offer relief
May 8, 2024 -
Wendy’s credits loyalty program, mobile app investments for customer growth
May 7, 2024 -
Starbucks needs to focus on experience, not transactions, former CEO says
May 6, 2024 -
Back to CX Basics: How to speak the language of data
May 6, 2024 -
McDonald’s credits speed, personalization for high satisfaction
May 2, 2024 -
Starbucks’ mobile ordering is so popular, it’s slowing some orders down
May 1, 2024 -
Sam’s Club customers leave 23% faster with AI receipt verification
April 30, 2024 -
The customer data stockpile is growing. Here’s how to protect it
April 30, 2024 -
IHG taps Salesforce’s CRM to standardize customer data profiles
April 29, 2024 -
Chipotle makes order fulfillment, not fancier tech, its top CX focus
April 25, 2024 -
Verizon CEO says it will ‘lead AI revolution,’ improve customer service at scale
April 25, 2024 -
Albertsons loyalty grows as it pushes ‘customers for life’
April 24, 2024 -
Medallia’s CEO departs, chairman leads search for replacement
April 23, 2024 -
Companies are asking customer service teams to generate revenue, too
April 23, 2024 -
HubSpot nixes chief customer officer role following executive departure
April 19, 2024 -
Zendesk adds more AI to power chatbots, contact center copilots
April 19, 2024 -
Companies aren’t meeting customer expectations for delivery communications
April 18, 2024 -
Rent the Runway boosts NPS, plans more CX improvements
April 16, 2024 -
L.L. Bean cuts call center hours as more customers turn to self-service
April 15, 2024 -
MetLife rolls out tools to help customers take full advantage of their benefits
April 12, 2024 -
What’s missing with AI rollouts? Employee trust.
April 11, 2024 -
Companies overestimate how well they know customers, consumers say
April 11, 2024 -
Discover, Mercedes-Benz turn to Google for customer service AI
April 9, 2024 -
Only 1 in 5 consumers trust self-service for support, report finds
April 8, 2024 -
Levi’s leans into CX to drive direct-to-consumer transformation
April 5, 2024