The Latest

  • Wendy's
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    Thai Phi Le/CX Dive
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    Wendy’s credits tech for better drive-thru experiences, employee satisfaction

    The drive-thru accounts for 70% of transactions, and the company is focusing on improvements, including AI, that can enhance the drive-thru experience.

  • Close-up of customer service representative wearing wireless headset working on desktop computer in call center.
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    simonkr via Getty Images
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    Most consumers prefer live agents for customer service, survey finds

    Nearly half of consumers say they don’t trust information from chatbots. Transparency and guardrails are key to building that trust, experts say.

  • A Starbucks barista pours foamed milk into a cup.
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    Courtesy of Starbucks
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    Starbucks brews CX plans to improve in-store, mobile ordering

    The company is building faster order fulfillment, revamping in-store ambiance and bringing back Sharpies to improve customer experience.

  • An exterior image of a Shake Shack restaurant
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    Brandon Bell via Getty Images
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    Shake Shack to launch loyalty program in 2025

    A rewards program will be a long-term sales driver, but it will not likely impact 2025 performance at the fast casual chain.

  • A photo illustration of Kamala Harris and Donald Trump shoulder to shoulder facing away from each other. The background is a purple wave with a grid gradient.
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    Photo illustration: Industry Dive; Joe Readle/Getty Images; Brandon Bell/Getty Images

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    As Election Day approaches, what’s the future of federal CX?

    While both Vice President Kamala Harris and former President Donald Trump have a record of supporting federal CX initiatives, they have differing priorities.

  • Consumer Financial Protection Bureau Director Rohit Chopra with his hand raised while speaking.
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    Win McNamee via Getty Images
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    Chopra defends CFPB open banking rule in face of lawsuit

    Consumer Financial Protection Bureau Director Rohit Chopra called out bank litigants that sued over the rule, saying he didn’t think they’d even read it.

  • An image of a white building with yellow signage that says McDonald's
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    Mario Tama via Getty Images
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    McDonald’s boasts faster drive-thru order times, higher satisfaction in Q3

    The restaurant will expand its Ready on Arrival system to six major markets to help speed up mobile order fulfillment.

  • A mobile POS system inside a The Vitamin Shoppe Store.
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    Courtesy of Ben Shaul/The Vitamin Shoppe
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    How The Vitamin Shoppe builds flexible customer experiences

    The retailer upgraded its point-of-sale system to add flexibility for shoppers and associates, from redeeming loyalty points to curating customer journeys.

  • Travelers wait in line with their bags at the airport.
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    Mario Tama via Getty Images
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    How DOT’s cash refunds for canceled flight rule could build customer trust

    The rule, which went into effect Monday, requires airlines to provide customers with automatic cash refunds for canceled or significantly delayed service.

  • Amazon retail online shopping lawsuit
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    Daria Nipot via Getty Images
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    Amazon, Google sue over fake online reviews

    The dual complaints in federal court target sellers of fake reviews for retailers and local businesses that market on the web giants.

  • Latin American businessman talking to a group of coworkers in a business meeting at the office
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    Hispanolistic via Getty Images
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    Are chief customer officers really driving CX improvements?

    The role brings a dedicated focus on customer experience, but it needs CEO buy-in and organization-wide involvement to get results.

  • A Denny's location in Emeryville, California.
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    Justin Sullivan via Getty Images
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    3 ways Denny’s is boosting the digital guest experience

    The chain continues to invest in virtual brands and direct and third-party ordering and will revise its loyalty program to build its digital customer base.

  • CEO and CLO
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    shapecharge via Getty Images
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    More CMOs are making strategies with customers in mind, study finds

    Lack of alignment across departments is reducing CMOs' confidence in their ability to follow through.

  • Group of senior members at an enterprise discussing technology strategy and aligning business priorities.
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    Harbucks via Getty Images
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    A look at how culture, employee experience fit into global CX standards

    The standards for CX created by Bain, Kantar and Qualtrics call on leaders to play a major role in shaping a customer-centric culture across the business.

  • FCC Chairwoman Jessica Rosenworcel testifies during her nomination hearing in front of the U.S. Senate.
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    Chip Somodevilla via Getty Images
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    FCC opens review of customer service practices of cable, phone companies

    “No one should get stuck in a doom loop trying to cancel a subscription or just get a human being to help resolve their service problems,” FCC Chairwoman Jessica Rosenworcel said Wednesday.

  • Two analysts on a conference stage during a keynote speech
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    Permission granted by Gartner
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    Gartner sounds alarm on AI cost, data challenges

    “Cost is as big an AI risk as security,” Mary Mesaglio, distinguished VP analyst at Gartner, said during a conference keynote last week.

  • T-Mobile storefront in San Francisco.
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    Justin Sullivan/Getty Images via Getty Images
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    T-Mobile to tap AI for preemptive customer service

    The company is focusing on AI-powered tools to track potential service disruptions, keep agents informed and streamline the shopping process.

  • A passenger walks in an airport terminal. An American Airlines plane can be seen through the window.
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    Scott Olson via Getty Images
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    American has a plan to win back business, premium customers

    The airline is slowly building back its business revenue as it looks to offer corporate customers more premium experiences.

  • A photograph of a black sign that says "Starbucks Coffee Company" in front of a brick building.
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    David Ryder via Getty Images
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    Starbucks’ Q4 results nosedive ‘reflects challenged customer experience’

    CEO Brian Niccol said the chain will address issues with its complex menu, pricing architecture and mobile order and payments system.

  • AI
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    (Valentin Russanov) via Getty Images
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    Opinion

    Deploying generative AI? Don’t lose sight of customer-centricity

    Without customer-centric goals, businesses risk focusing on easy-to-prove cost savings at the cost of longer term, transformational customer experience improvement.

  • The signage on the exterior of a Verizon store.
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    Justin Sullivan via Getty Images
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    Verizon sees CX as key pillar in its fight against customer churn

    The company aims to reduce customer turnover to maintain wireless service revenue growth with the help of AI and more customer choice.

  • Interior of a store.
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    Permission granted by Sam's Club
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    Inside the Store: Sam’s Club unveils its store of the future

    Shoppers must use Scan & Go at the newly opened Dallas-area location, which boasts a large sushi island, a pizza-making robot and more e-commerce fulfillment tools.

  • Consumer holds phone looking at online reviews, star ratings.
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    GamePH via Getty Images
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    It’s official: There’s a ban on the purchase or sale of fake reviews

    The rule will allow the agency to seek civil penalties from knowing offenders, with fines of up to nearly $52,000 per violation. 

  • Computer engineers review information on a screen
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    SeventyFour via Getty Images
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    CX leaders are looking beyond chatbots with AI investments

    Most leaders say AI will be critical for CX in two to three years, giving companies time to find the applications that best fit their needs, according to a Genesys survey.

  • Consumer Financial Protection Bureau Director Rohit Chopra testifies before the Senate Banking, Housing and Urban Affairs Committee April 26, 2022 in Washington, DC.
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    Win McNamee via Getty Images
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    CFPB finalizes open banking rule in push for more consumer choice

    The rule would require financial institutions, credit card issuers and other firms to transfer personal financial data to other providers for free at the consumer’s request.