The Latest

  • Customers on the checkout line at a Target.
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    Justin Sullivan / Staff via Getty Images
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    Lines can make customers rethink a shopping trip, survey finds

    Nearly one-quarter of consumers report feeling frustrated when waiting in line, up from 1 in 10 in 2023, according to a survey by Waitwhile.

  • The exterior of the FTC headquarters.
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    Neal McNeil via Getty Images
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    FTC cracks down on junk fees

    The bipartisan Junk Fees Rule takes aim at “bait-and-switch pricing” for short-term lodging and live-ticket events.

  • Shoppers walk by a storefront
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    David Dee Delgado via Getty Images
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    5 customer experience predictions for 2025

    Analysts expect boosts in budgets, an overreliance on metrics without actions to match and failing efforts to improve accessibility.

  • Customer using online service with chatbot.
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    Galeanu Mihai via Getty Images
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    Customer service teams are behind on AI usage policies

    Even though 4 in 5 customer support teams want to hand off tasks to AI, the profession as a whole is behind others when it comes to adoption, a Freshworks survey found.

  • IT engineer and colleagues communicating on a meeting in the office.
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    Drazen Zigic via Getty Images
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    Research ties responsible AI adoption to value, trust

    Enterprises expect to add value by embedding governance and transparency into implementation plans, AWS and Accenture data shows.

  • Executives are seen speaking during a meeting.
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    AzmanL via Getty Images
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    3 strategies for executing the new global CX standards

    Bain, Kantar and Qualtrics call on leaders to execute their CX strategies with a deep understanding of the customer and an eye toward the bottom line.

  • The outside of a Dave & Buster's restaurant.
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    JHVEPhoto via Getty Images
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    Dave & Buster’s CEO out, but his CX strategy marches on

    Interim CEO Kevin Sheehan has “a tremendous amount of confidence” in the plans, which were developed in tandem with the board.

  • Macy's
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    Mario Tama via Getty Images
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    Macy touts NPS gains in mixed earnings report

    The retailer reached the “highest net promoter scores that we've seen on record at the Macy's brand,” according to CEO Tony Spring.

  • An image of three smartphone screens with various words and insights from Yelp reviews.
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    Permission granted by Yelp
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    Yelp enhances platform with more personalized home feeds

    The review platform added over 20 features, including AI-powered review insights and enhancements to its business product suite.

  • A person with long hair carries a stack of boxes.
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    Courtesy of Stitch Fix
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    Stitch Fix values flexibility in push for better client experiences

    The company increased the item limit on orders and is offering stylist profiles as it aims to better engage customers and attract lapsed clients.

  • An exterior image of a white restaurant with a yellow decoration and signs that say Church's Chicken
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    Courtesy of Church's Chicken
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    Church’s Texas Chicken turns to drive-thru AI

    SoundHound’s technology could help the fast food chain speed up order processing by shifting workers from order taking to food making.

  • Two contact center agents talk on headsets.
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    Hiraman via Getty Images
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    How generative AI is redefining customer service

    From real-time sentiment analysis to revenue generation, AI-powered tools are transforming contact centers by amplifying agent efficiency and impact.

  • Worried man sitting on a couch looks at a laptop.
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    Kosamtu via Getty Images
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    Slow website? It’ll cost you.

    Three-quarters of consumers have simply abandoned a cart because of a slow website, Liquid Web found.

  • The outside of a Lowe's store
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    Spencer Platt/Getty Images via Getty Images
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    Lowe’s puts tech first in its 2025 CX plans

    The home improvement retailer plans to revamp its loyalty program for contractors and expand the use of AI to grow its market share.

  • Closeup of a storefront sign.
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    Daphne Howland/CX Dive
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    Target launches generative AI gift finder

    The Bullseye Gift Finder debuted with a focus on toys and provides shoppers with personalized product recommendations. 

  • Screenshot of an alcohol ordering site.
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    Retrieved from Vine & Cellar on December 10, 2024
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    Albertsons serves up AI-driven personalization for alcohol and food

    In California, the grocer’s direct-to-consumer wine shipping platform is now using Preferabli’s product discovery and recommendation software.

  • the top corner of a Rent the Runway store is seen from outside on a sunny day.
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    Michael M. Santiago via Getty Images
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    Rent the Runway improves customer onboarding to drive loyalty, engagement

    Style appointments and a relaxed replacement policy for new subscribers are among the CX upgrades the retailer rolled out in pursuit of growth.

  • A customer on the phone with holiday lights in the background.
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    fotostorm via Getty Images
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    How to perfect customer service for holiday-stressed customers

    Customers are sensitive to bad service during the holiday season, but resolving issues on first contact can help earn long-term loyalty.

  • Call center agents handle customer service at desks
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    Jacob Wackerhausen via Getty Images
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    Why wait times and first call resolution are key to customer loyalty

    Customers are more satisfied with their contact center interactions, but bad experiences can risk their loyalty, Qualtrics XM Institute found.

  • Best Buy expands delivery options.
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    Courtesy of Best Buy
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    Best Buy launches scheduled parcel delivery

    The capability, live in several U.S. markets, allows customers to schedule a two-hour delivery window up to a week in advance.

  • People stand in front of a screen showing flight arrivals and departures.
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    Roberto Schmidt via Getty Images
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    DOT proposal would make airlines pay customers for canceled flights

    The agency is considering requiring airlines to pay customers at least $200 for trip delays.

  • The exterior of a Citizens Bank is pictured.
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    Kate Tornone/CX Dive
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    Citizens tweaks features, eyeing deeper ties to customers

    Recent upgrades to the bank’s digital experience are aimed at fueling primacy with clients, a Citizens executive said.

  • The outside of a standalone Ulta Beauty store.
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    patty_c via Getty Images
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    Ulta Beauty’s loyalty program hits 44.4M members

    Loyalty member growth, improved digital CX and in-store events aided growth at the beauty retailer, CEO Dave Kimbell said.

  • People wait in line with baggage at the Delta Airlines check-in counter.
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    David Dee Delgado via Getty Images
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    Senators press airline executives over ‘junk fees’

    Executives faced a grilling after a Senate subcommittee report found that five airlines pocketed $12.4 billion in seat fees over a five-year period.

  • The Chewy.com website.
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    Joe Raedle / Staff via Getty Images
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    Chewy returns to member growth with better site experiences

    A more convenient in-app experience and positive responses to veterinary clinics helped drive customer growth at the pet goods retailer.