The Latest
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Sam Silverstein/CX Dive
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.
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Mario Tama via Getty Images
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.
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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.
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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.
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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.
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Courtesy of Stitch Fix
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.
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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.
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Credit: Shutterstock for Advertising Week New York
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.
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Lauren DeCicca via Getty Images
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.
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Permission granted by Madison Reed
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.
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Alamy
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.
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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.
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Courtesy of Starbucks
Why mobile-order and pickup-only restaurants fail
Starbucks learned the hard way that customers care more about experience than efficiency.
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Consumers grow frustrated with unclear digital self service
Most consumers say they have abandoned a digital task because it was too annoying, Liferay found.
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Courtesy of Dunkin'
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.
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Brandon Bell via Getty Images
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.
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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.
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Cara Salpini/CX Dive
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.
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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.
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Permission granted by Taco Bell Corp.
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.
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sturti via Getty Images
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.
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OpinionWhy the final moment of a customer journey matters more than the rest
Customers judge an experience largely by how they felt at the most intense moment — good or bad — and at the end. But are CX leaders designing experiences for this cognitive bias?
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The C-suite agrees: Digital experience needs work
Leaders need to create a sense of urgency to get other executives on board with their CX plans, according to Code and Theory’s Dan Gardner.
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Permission granted by Krystal
Krystal launches first loyalty program
Consumers will earn 10 points for every dollar spent, as the QSR brand looks to drive frequency and increase check.
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Permission granted by Qualtrics
Top customer experience conferences in 2026
CX leaders face fresh and perennial challenges in 2026, from agentic AI to falling loyalty. Here are the top events decision-makers are attending next year.
