The Latest
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How return policies impact the post-purchase experience
Half of consumers feel companies’ return processes have become easier to navigate, according to FedEx’s Jason Brenner.
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CVS reaps benefits of improved pharmacy experience
The company’s updates include an improved point-of-sale system and a new app that lets customers access a range of details about their healthcare.
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Courtesy of Men's Wearhouse
Tailored Brands names Best Buy, Target vet as chief customer officer
The men’s apparel retailer hired Whit Alexander to create personalized brand experiences and build customer loyalty.
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Lyft offers assistance for drivers, premium options to fuel growth
CEO David Risher credited the company’s “customer obsession” for a strong quarter, but it's focusing on its drivers, too.
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Frontier says its premium offerings are driving revenue growth
By providing higher-end options at lower price points, the airline sees an opportunity to meet its customers’ desires for more luxurious experiences.
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Courtesy of Lego Group
How Lego builds unique store experiences
From big displays and livestreams with employees to personalization stations, Lego wants to create stores that keep customers coming back.
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The CFPB’s future is in question. What does that mean for consumers?
Consumer financial safety and consumer trust is at risk should the Consumer Financial Protection Bureau be dismantled, experts told CX Dive.
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American names chief customer officer, creates CX team
The airline appointed Heather Garboden as its chief customer officer, charged with overseeing the newly formed customer experience organization.
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CFPB’s future hangs in the balance after a wild weekend
Headquarters-based staff will work remotely this week after a new acting chief halted agency supervision and enforcement and told the Fed he wouldn't take any unappropriated funding next quarter.
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McDonald’s looks to loyalty to recapture traffic after disappointing quarter
Strong sales from the McDonald’s rewards program couldn’t offset the negative impact of an E. coli outbreak.
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Is customer experience more important than the product?
From Amazon’s extensive selection to Sephora’s personalized service, brands are considering whether customer experience matters just as much as the product itself.
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Stuck in the pilot phase: Enterprises grapple with generative AI ROI
Most businesses will invest more in the technology while struggling to prove the value of initiatives, according to Informatica.
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Amazon prioritizes AI-powered convenience, fast delivery in 2025
The company boosted customer service satisfaction with a generative AI-powered chatbot, and its Rufus shopping assistant is simplifying product searches.
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Lyft deploys Anthropic’s generative AI in customer service
The ridehailing company has incorporated Claude into its customer-facing AI assistant and reduced average customer service resolution time by 87%, the company said.
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Yum Brands looks to unified tech platform to drive CX plans
Taco Bell’s parent company is leveraging loyalty programs and AI-driven personalization in pursuit of higher digital sales.
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Calling a customer? Brands can now display ‘reason for call’
TransUnion and AT&T offer companies the ability to display brand name, company logo and the reason for their call when dialing Android users.
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More than 90% of grocery shoppers are omnichannel
A majority of U.S. households are engaged in some form of omnichannel shopping, and app improvements can capitalize on the opportunity, according to a recent FMI and NielsenIQ report.
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How to provide customer experience during a crisis
Careful planning, clear communication, empathy and swift responses to customer needs are essential, experts say.
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Chipotle builds 2025 around ‘total guest experience,’ CEO says
The company will continue to roll out kitchen equipment and mobile order-focused Chipotlanes to keep order throughput high.
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Cigna to tie executive compensation to customer satisfaction
The company is one of a handful of national insurers that pledged to ameliorate customer pain points with healthcare, but the first to release a specific plan.
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Courtesy of Tractor Supply
Tractor Supply taps into loyalty to drive cross-banner success
The Neighbor's Club loyalty program attracted record levels of new customers in 2024, reaching more than 38 million members in total.
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Securing budgets rises on list of challenges facing CX leaders
Activating field support was the No. 1 challenge CX leaders reported in 2024, followed by securing sufficient budgets, Deloitte Digital found.
Updated Feb. 5, 2025 -
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T-Mobile leaders credit customer centricity for record growth
The company added over 900,000 postpaid net phone customers, and 50 million people downloaded its T-Life app last year, CEO Mike Sievert said.
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Consumer confidence in January falls for the first time in 6 months
The University of Michigan recorded a 10% year-on-year drop, and other data found sentiment hit a four-month low.
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FTC to refund Fashion Nova customers $2.4M
The agency accused the fast fashion company of suppressing negative consumer reviews.
