The Latest
-
Getty Images
New Kroger CEO wants to accelerate turnaround
The company will focus on improving the store experience and cutting prices as it strives to grow faster, said Greg Foran, who recently took over as the grocer’s chief executive.
-
Joe Raedle via Getty Images
Costco ties digital personalization to $470M in sales growth
Personalized product recommendation carousels and modernized display pages are driving e-commerce sales and traffic, CFO Gary Millerchip said.
-
Getty Images
How agentic AI is shifting the digital shopping landscape
Agentic AI is throwing a wrench into the brand-customer relationship, as customers increasingly seek out third-party AI tools to research brands and services and shop.
-
Andrew Harnik via Getty Images
Delta shakes up CX, customer service leaders
Chief Customer Experience Officer Erik Snell will become CFO, while current CFO Dan Janki will oversee customer care as chief operating officer.
-
Dani James/CX Dive
Victoria’s Secret & Co. ends Adore Me subscription offering
The intimates company also initiated a strategic review of the personal styling service DailyLook, which it acquired through the Adore Me transaction.
-
Brandon Bell via Getty Images
Financially squeezed consumers forego brand loyalty in search of value
Brands that consistently communicate their value and emphasize convenience are best positioned to maintain loyalty, EY-Parthenon found.
-
Spencer Platt via Getty Images
Best Buy wants to be at the forefront of agentic AI discovery
“As agentic commerce matures, we want to serve our customers in new ways, both on and off of platforms,” CEO Corie Barry said.
-
Getty Images
What’s essential for AI shopping assistant success
The biggest risk isn’t falling behind on deployment — it’s deploying before the organization is ready, experts say.
-
Getty Images
Apple, Google wallets get personal
Beyond payments, the digital wallet is a platform for commerce with software startup Badge trying to help brands expand their wallet presence.
-
Joe Raedle via Getty Images
Target plans $1B investment in the guest experience for 2026
“It's about doing the work to build connections with new guests, deepen relationships with existing guests, and earn back trust,” CEO Michael Fiddelke said.
-
Michael Ciaglo via Getty Images
Southwest continues ‘refining’ assigned seating
Southwest says it's taking customer feedback to heart and is improving the boarding experience with better balanced boarding groups, more overhead bins and designated bin space for extra legroom reservations.
-
Spencer Platt / Staff via Getty Images
TD aims to retain its branch ‘essence’ amid brand refresh
As the bank leans into digital banking, it wants to meet evolving consumer expectations, deepen relationships and retain customers.
-
Michaels revamps loyalty program with an eye on top-spending customers
The craft retailer is revamping its tiers, adding another rewards level for its most loyal — and spendy — customers.
-
Getty Images
Gartner challenges assumption that AI will be cheaper than human support
AI is supposed to cut customer service costs, but Gartner predicts that by 2030, costs per resolution for generative AI will exceed $3 — more than many offshore agents.
-
photo_Pawel via Getty Images
Duolingo looks to limit friction as key metric of growth slows
Adding ads and subscription upsells to the free experience has increased revenue, but it comes at the expense of daily active user growth, CEO Luis von Ahn said.
-
Brandon Bell / Staff via Getty Images
The No.1 barrier to exceptional service, according to employees? Staffing.
Staffing concerns have increased at the same time that employers are reducing headcount and asking employees take on more work, Gallup found.
Updated Feb. 27, 2026 -
Peyton Bigora/CX Dive
Sprouts names first-ever chief customer officer
The creation of the position comes as price-conscious and less-engaged shoppers have held back Sprouts’ financial performance.
-
Joe Raedle / Staff via Getty Images
Papa Johns plans CX upgrades following corporate cuts
The pizza chain will enhance its app with an AI-powered food ordering agent in the coming quarter, CEO Todd Penegor said.
-
Getty Images
The dark side of personalization
“If you can’t explain it to the customer… then you should not be personalizing,” Qualtrics’ Isabelle Zdatny said.
-
Courtesy of Lowe's
Lowe’s CEO credits AI for ‘dramatic improvements in customer service’
The Mylow AI assistant is particularly helpful for new associates, providing them with product knowledge when they engage with customers, CEO Marvin Ellison said.
-
Daphne Howland/CX Dive
Will Gap’s new loyalty program meet the moment?
Special perks are not enough anymore, especially for a brand attempting to regain a place in the cultural conversation.
-
Scott Olson via Getty Images
United Airlines changes loyalty program with ‘carrot, stick’ approach
MileagePlus members who don’t carry a United credit card will earn fewer miles, but the airline will reward credit card loyalty members with more miles and more discounts.
-
Permission granted by Raley's
Raley’s newest loyalty initiative automatically delivers discounts
The new program benefit applies discounts at checkout when shoppers enter their phone number, saving them from clipping coupons.
-
Justin Sullivan/Getty Images via Getty Images
Home Depot creates store-level customer service management role
The operations experience manager oversees the operational processes associated with interconnected shopping and fulfillment experiences.
-
Getty Images
AI isn’t replacing that many jobs — yet
Companies that laid off workers for AI didn’t do so because the technology was so successful, but to move resources to invest in the technology.
