The Latest
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What CX leaders should do when a brand dies
The right approach depends on the type of shutdown and whether there's a customer relationship to preserve.
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Why United Airlines is teaming up with Lyft on loyalty
The partnership demonstrates a key aspect of successful collaborations: Both sides get something specific from the deal, and neither has to worry about the other stealing its customers.
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Courtesy of Stitch Fix
Stitch Fix expands AI image generation to improve personalization
With Stitch Fix Vision, users can now create photos of themselves on demand in recommended outfits.
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Courtesy of Dick's Sporting Goods
Dick’s adds paid loyalty tier for $99 a year
Benefits for ScoreCard+ members include $100 in rewards each year in increments of $25 per quarter.
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A CX culture is just marketing if there’s no buy-in, experts say
Organizations that confuse slogans for values or fail to punish bad behavior can see their CX efforts fall short, leaders said at a CCW Las Vegas panel.
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For luxury, the in-store experience still reigns
Some luxury maisons are getting the online experience right, EY's Rachel Daydou said. The key is creating this experience for items that are not available in store.
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4 experts on how to make AI investments worthwhile
Leaders at CCW Las Vegas discussed the challenges of and strategies for cutting through AI hype, from understanding how costs scale to investing with customers in mind.
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Customers don’t expect tariff refunds. They expect fairness, experts say.
As businesses recoup billions in tariffs ruled illegal, how they communicate the windfall matters more to customers than whether they cut checks.
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Courtesy of J.C. Penney
J.C. Penney, Aéropostale link loyalty programs to cross-pollinate customer bases
Customers who shop at both retailers can earn points to redeem at either one. Both companies are part of the Catalyst Brands portfolio.
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How CX roles are changing because of AI
The needs of technology have created new career opportunities and given CX teams a cross-functional role in the business, leaders said at CCW Las Vegas.
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4 contact center executives on the challenges, and solutions, of implementing AI
As teams grapple with problems from amplified worker fatigue to disconnects with C-suite leaders, AI implementation can be anything but straightforward.
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Sam Silverstein/CX Dive
Kroger lets shoppers redeem loyalty points for grocery savings
The retailer, which will continue to allow customers to use points to defray the cost of gasoline, is making rewards redemption more flexible as it focuses on value under its new CEO.
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Travelers are game for AI discovery but want to keep agency
Even as comfort with AI grows, consumers still express a desire for control over the process and are more willing to collaborate with AI than completely hand over the reins.
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Courtesy of Rob Tannenbaum/CommerceNext
Ulta, Tapestry executives on modernizing omnichannel experiences
While AI offers new ways to drive traffic, stores still need to focus on customer experiences and brand loyalty, executives said at the CommerceNext Growth Show.
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Scott Olson via Getty Images
How United responds when customer service gets complicated
“The future of service is less about us just being the answer department and more about us being the reasonable department,” United’s Bryan Stoller said at CCW Las Vegas.
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Bryan Wassel/CX Dive
3 ways to cut through the hype when evaluating contact center AI
Leaders from Walmart and Fanatics discussed AI’s role as one tool among many, tips for transparency, and when to look beyond customer-facing chatbots at CCW Las Vegas.
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Brands that amplify customer experience are 2.5x more likely to grow market share
Customers’ direct and indirect experiences build 71% of brand equity, according to a JKR and Kantar report.
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Full-service restaurants are winning the customer satisfaction battle
Full-service and casual chains were clustered at the upper end of ACSI’s score range, with Texas Roadhouse and LongHorn Steakhouse tied for the top spot.
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OpinionThe contact center knows your customer best. Are you using it that way?
The contact center is a powerful real-time listening system and one of an organization’s most important drivers of innovation and adaptation. Yet only a fraction of brands leverage its strategic value.
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3 numbers on the cost of AI failures
Consumers are frustrated by AI chatbots and search that fails to solve their questions. Those failures come with a cost.
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Courtesy of KeyBank
KeyBank modernizes its digital experience with customer relationships front and center
The regional bank is positioning a forthcoming personalized insights feature at the heart of its mobile app and deploying a mobile app-only strategy to better serve its younger customers.
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What Navy Federal Credit Union found in its synthetic data pilot
Working with Qualtrics, the credit union found clear cases where synthetic data can deliver. But when it comes to emotions, human research wins out.
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Customers are losing patience with automated customer support bots
A majority of consumers will repeat themselves only once before abandoning an automated customer service attempt, a Parloa survey found.
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Jersey Mike’s is the new king of quick-service restaurant satisfaction
Consumer satisfaction with key fast food performance indicators remained static from 2025 to 2026, but the industry is still facing major headwinds.
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Scott Olson via Getty Images
Sweetgreen’s turnaround hinges on hospitality. Can it balance the human and digital sides?
The company wants to offer customers a great experience, whether they want to quickly order from a machine or prefer ordering with an employee at the counter — a balancing that is vital to its long-term business success.
