Customer Success: Page 2

  • A traveler walks past a Southwest Airlines airplane as it taxies from a gate at Baltimore Washington International Thurgood Marshall Airport on October 11, 2021 in Baltimore, Maryland.
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    Kevin Dietsch via Getty Images
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    Southwest names chief customer officer as part of a C-suite revamp

    The cadre of new senior leaders will help the airlines target end-to-end customer experience improvements and smooth operations.

    By • Nov. 28, 2023
  • A digital illustration of a person reaching out of a computer, shaking hands with another person with depictions of success pictured above, including five stars and smiley faces.
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    uniquepixel via Getty Images
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    CX leaders, adapting to new customer demands, rethink trust

    Trust plays a pivotal role in shaping CX and brand needs must pay attention to the changing dynamics in customer relationships. But what happens if trust is broken?

    By Rosalyn Page • Nov. 28, 2023
  • In this rear view, an unrecognizable woman stands with a shopping cart in front of a shelf full of food in the bread aisle of a grocery store.
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    SDI Productions via Getty Images
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    The more customers trust a brand, the more it’s worth

    As trust becomes the linchpin of positive customer experience, it's crucial brands prioritize it and work to close the gap between what the brand promises and what it delivers.

    By Rosalyn Page • Nov. 27, 2023
  • A Target cashier checks out a customer
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    Scott Olson/Staff via Getty Images
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    Target combines atmosphere, associates and value to drive holiday CX

    The retailer is leaning into seasonal experiences to build loyalty with customers and offset weak sales.

    By • Nov. 17, 2023
  • Header image for "How CFOs Should Gauge the Value of Attending In-Person Events"
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    Caiaimage/Martin Barraud
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    The top customer experience conferences to attend in 2024

    Some of these events cover the whole of the CX industry, others look at its intersection with digital transformation and employee experience. All have something to offer a CX leader.

    By , • Nov. 17, 2023
  • Home Depot storefront
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    Tim Boyle/Staff via Getty Images
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    Home Depot realigns its business in pursuit of professional customers

    New leadership, tools for associates and digital search upgrades are aimed at serving professionals, but all customers can expect to benefit.

    By • Nov. 16, 2023
  • A white truck is parked in front of a Lowe's store on a clear, bright day.
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    Daphne Howland/CX Dive
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    Lowe’s targets experience-seeking millennials with DIY home repair classes

    Workshops and demos aim to build loyalty with young homeowners while offering more than the usual browsing experience.

    By • Nov. 13, 2023
  • The eBay logo is displayed outside company headquarters.
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    Justin Sullivan via Getty Images
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    EBay focuses on buyer, seller experiences as demand lags

    Live shopping and generative AI-powered product listings are helping improve the experience for buyers and sellers alike.

    By • Nov. 10, 2023
  • A woman looks at her phone while shopping
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    Aja Koska via Getty Images
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    Grocers need to put the customer first to build trust in AI initiatives

    A dunnhumby study found that consumer trust in grocers’ use of AI is low, but putting experiences over the bottom line can assuage their concerns.

    By • Nov. 9, 2023
  • A family walks down a Walmart aisle.
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    Courtesy of Walmart
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    Walmart adds sensory-friendly hours to all stores

    What started as a Saturday morning pilot during the back-to-school season has become a permanent daily feature across the retailer’s fleet.

    By Tatiana Walk-Morris • Nov. 9, 2023
  • A photo composite of a storefront with an image of live chat on a cellphone and a person shopping for products.
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    Photo illustration: Shaun Lucas/Industry Dive; Getty Images 

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    Deep Dive

    6 CX trends to boost ROI and retain customers

    The recognition that customer experience is essential to business performance has led to its boom. Across industries, companies are investing in solutions to enhance customer interactions and increase brand loyalty.

    By , • Nov. 6, 2023
  • A plane on the tarmac of an airport.
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    Jeff Swensen / Stringer via Getty Images
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    Frontier names head of customer care as frequent flyer program gets a refresh

    CFO James Dempsey moved to a customer-oriented strategy role as the company rethinks reward tiers in pursuit of loyalty.

    By • Oct. 24, 2023
  • The glass exterior of the Anaheim Convention Center features blue signage denoting Wyndham's 2023 Global Conference.
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    Courtesy of Wyndham Hotels & Resorts
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    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