The Latest

  • A Williams-Sonoma store with a customer walking by.
    Image attribution tooltip
    Joe Raedle / Staff via Getty Images
    Image attribution tooltip

    Williams-Sonoma deploys AI agents across its brand portfolio to offer 24/7 support

    The retailer expects the agents to be able to handle more than 60% of chat inquiries, increasing efficiency and reducing service costs.

  • Corie Barry from Best Buy sitting next to a moderator at the Fortune MPW 2025 summit.
    Image attribution tooltip
    Dani James/CX Dive
    Image attribution tooltip

    Best Buy CEO: ‘Our focus is manically on the customer’

    Corrie Barry says keeping the customer at the center is key to a resilient company that can keep up with changing technology and consumer behavior.

  • Shoppers walk outside an Albertsons grocery store.
    Image attribution tooltip
    Ethan Miller / Staff via Getty Images
    Image attribution tooltip

    Albertsons’ loyalty program continues upward trajectory

    Membership in the Albertsons for U loyalty program rose 13% year over year to 48.7 million people.

  • Shoppers walk through a Macy's department store on Black Friday. A sign reads, "Give Love."
    Image attribution tooltip
    Kamil Krzaczynski via Getty Images
    Image attribution tooltip

    Why holiday season store experiences should be helpful but unobtrusive

    Holiday shoppers are often busy and stressed, and a retailer that turns the holiday rush into a smooth, enjoyable experience can earn loyalty without the need for flashy gimmicks.

  • Exterior of Walmart store with a sign that reads "grocery" and two cars parked in front.
    Image attribution tooltip
    Sam Silverstein/CX Dive
    Image attribution tooltip

    Walmart, OpenAI partner for purchases in ChatGPT

    As part of a larger partnership, the mass retailer will be available through the AI chatbot’s new Instant Checkout feature.

  • An image of a customer entering a Cava restaurant.
    Image attribution tooltip
    Mario Tama via Getty Images
    Image attribution tooltip

    Cava adds tiers, status matching to rewards program

    Consumers who can prove elite status in select loyalty programs at other brands will be able to slot seamlessly into the higher tiers of Cava’s system.

  • Two people walk down a store aisle past a sign that reads, "Everyday Low Price."
    Image attribution tooltip
    Joe Raedle via Getty Images
    Image attribution tooltip

    Ahead of the holidays, consumer sentiment remains muted

    Nearly 1 in 5 consumers are switching retailers — a tactic used mostly by younger generations, according to Wunderkind.

  • Contact center agents work in a row at call center.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Consumers see live human customer service as key to loyalty

    Nearly three in five consumers say help from real people helps create trust, according to a Ricoh survey.

  • a row of Delta planes on an airport tarmac
    Image attribution tooltip
    Andrew Harnik via Getty Images
    Image attribution tooltip

    Delta says its ‘relentless focus’ on customer experience pays off

    The air line roared into the fourth quarter, reporting $15.2 billion in revenue, led by premium, corporate and loyalty.

  • Stitch Fix Vision
    Image attribution tooltip
    Courtesy of Stitch Fix
    Image attribution tooltip

    Stitch Fix pilots generative AI style experience

    Stitch Fix Vision uses tech to provide clients with an image of their likeness in different environments wearing shoppable outfits.

  • Group of business people sitting at the table and discussing business outcomes.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    CX leaders need to drive AI governance before it’s too late

    Businesses are moving full steam ahead without it, damaging their customer experience, loyalty and brand reputation in the process.

  • Several panelists discuss brand values on stage during a session at Advertising Week NY.
    Image attribution tooltip

    Credit: Shutterstock for Advertising Week New York

    Image attribution tooltip

    Why brands should stand firm on their values despite the fear of backlash

    Executives discussed the importance of brand values in growing loyalty and the future of inclusive strategies during Advertising Week New York.

  • A person walks past a store with a Fendi sign. The interior of the store is brightly lit and the exterior is dark and it appears to be nighttime.
    Image attribution tooltip
    Lauren DeCicca via Getty Images
    Image attribution tooltip

    For luxury brands, brick-and-mortar reigns, but online experience falls flat

    Luxury clients said personalized suggestions that fit their style and enhanced product visualizations would make their online experience more rewarding.

  • The inside of a Madison Reed color bar.
    Image attribution tooltip
    Permission granted by Madison Reed
    Image attribution tooltip

    How Madison Reed rolled out agentic AI to support, not replace, people

    The hair care company has focused on automating high-volume, low-friction tasks like membership management to free up stylists for more important work.

  • A Citizens Bank illuminated signage is framed between two walking pedestrians on the street.
    Image attribution tooltip
    Alamy
    Image attribution tooltip

    Citizens Bank rolls out student hub to increase customer engagement, loyalty

    The bank rolled out a resources section on its website geared toward offering holistic, personalized advice and resources for its student customers.

  • A close up of a man's hand holding a phone displaying a conversation with a chatbot.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    CX quality is improving, no thanks to AI customer support

    Half of consumers are concerned that AI will impede their ability to connect to a human, according to Qualtrics XM Institute.

  • A promotional image of one of Starbucks' AmazonGo Locations
    Image attribution tooltip
    Courtesy of Starbucks
    Image attribution tooltip

    Why mobile-order and pickup-only restaurants fail

    Starbucks learned the hard way that customers care more about experience than efficiency. 

  • A person calls customer service on their cell phone
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Consumers grow frustrated with unclear digital self service

    Most consumers say they have abandoned a digital task because it was too annoying, Liferay found.

  • An image showing some of Dunkin's branding pasted on the side of a building.
    Image attribution tooltip
    Courtesy of Dunkin'
    Image attribution tooltip

    Dunkin’ changes its rewards redemptions, again

    A Restaurant Dive analysis of new discount rates shows the coffee chain has largely made it more expensive to redeem items.

  • A customer examines a product in a grocery aisle.
    Image attribution tooltip
    Brandon Bell via Getty Images
    Image attribution tooltip

    Loyalty falls globally as tariffs and rising prices pressure consumer pocketbooks

    More than one-quarter of U.S. consumers said they can “no longer afford to be loyal” due to tariff-caused price hikes, SAP Emarsys found.

  • A glum woman looks at her computer
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Companies are falling short on using AI for personalization

    Most CX leaders see the potential to better connect with customers using AI, but few say they have the knowledge to act on its potential.

  • A Sephora storefront in the mall
    Image attribution tooltip
    Cara Salpini/CX Dive
    Image attribution tooltip

    Retail’s love affair with incentivized reviews

    The beauty sector relies on incentivized reviews to attract attention — and sales — while some consumers grow skeptical of their authenticity.

  • A person types on a phone, interacting with a chatbot
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    AI chatbots consistently fall short on complex tasks

    Companies should let bots handle simple issues and escalate complex requests to AI-supported human agents to boost outcomes, loyalty and efficiency, according to Bain & Co.

  • A car sits underneath Taco Bell's new drive-thru camera stations, which are decorated in neon signage
    Image attribution tooltip
    Permission granted by Taco Bell Corp.
    Image attribution tooltip

    Chick-fil-A wins on order accuracy, experience at the drive-thru

    Speed of service improved slightly at quick-service restaurants, but mobile orders, app payments and customizations have created more complex transactions, Intouch Insight’s report revealed.

  • A customer service agent works at her computer.
    Image attribution tooltip
    sturti via Getty Images
    Image attribution tooltip

    Winning consumers back after a poor experience takes action, not words

    Business leaders and customers agree that resolution should be fast, but leaders place greater value in apologies, according to a survey released by Sprinklr.