Bryan Wassel
ReporterBryan Wassel is a reporter for CX Dive and helped launch the publication in 2023. Prior to joining Industry Dive, Bryan covered the retail and grocery industries for publications including Retail TouchPoints and The Food Institute. He grew up in New Jersey and currently lives in Philadelphia.
406 articles by Bryan Wassel
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Few consumers trust retailers to use their data responsibly, research finds
June 27, 2025 -
US customer experience quality hits an all-time low, Forrester finds
June 26, 2025 -
Verizon creates dedicated role for handling customer inquiries from start to finish
June 25, 2025 -
Walmart’s latest AI feature aims to help associates overcome language barriers
June 24, 2025 -
Lowe’s loyalty program’s core objective? Drive one more trip
June 24, 2025 -
Kroger CEO sees experience as its second market-share driver
June 20, 2025 -
Amazon CEO: AI agents will shrink staff but improve CX
June 18, 2025 -
Customers keep coming back when product information is easy to find
June 17, 2025 -
Consumers turn to AI for faster, natural language product searches
June 17, 2025 -
Want to prepare for generative AI? Get your knowledge base up to par
June 16, 2025 -
Dave & Buster’s dials back some of its ‘confusing’ experience changes
June 13, 2025 -
Stitch Fix personalization investments show signs of paying off
June 11, 2025 -
How ButcherBox infused its unique identity into its loyalty program
June 11, 2025 -
Generative AI enters ‘recommendation era’ as search falls to the wayside
June 9, 2025 -
Want to encourage generative AI use? Reassure customers that humans are available
June 9, 2025 -
Five Below CEO credits ‘maniacal focus’ on CX for a strong quarter
June 5, 2025 -
Call center agents aren’t promoting self-service
June 5, 2025 -
Dollar General customer satisfaction rises as it balances ‘value and convenience’
June 3, 2025 -
Kohl’s interim CEO to stay the course of its CX turnaround plan
June 2, 2025 -
Ulta’s 45 million loyalty members will drive its personalization plans
May 30, 2025 -
Best Buy wants AI to offer customers fewer — but more relevant — search results
May 29, 2025 -
Dick’s Sporting Goods plans aggressive omnichannel experience investments
May 28, 2025 -
For Williams-Sonoma, customer service starts in the supply chain
May 27, 2025 -
BJ’s Wholesale Club is willing to sacrifice margin for digital convenience
May 22, 2025 -
Experience wins can’t save Target from a disappointing quarter
May 21, 2025