Bryan Wassel

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Bryan 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.

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282 articles by Bryan Wassel

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Darden Restaurants begins POS rollout as it pursues speedier service
Dec. 19, 2024
Brand loyalty is down from 2022 levels, study finds
Dec. 18, 2024
Lines can make customers rethink a shopping trip, survey finds
Dec. 17, 2024
5 customer experience predictions for 2025
Dec. 17, 2024
Customer service teams are behind on AI usage policies
Dec. 17, 2024
3 strategies for executing the new global CX standards
Dec. 16, 2024
Dave & Buster’s CEO out, but his CX strategy marches on
Dec. 13, 2024
Stitch Fix values flexibility in push for better client experiences
Dec. 13, 2024
Lowe’s puts tech first in its 2025 CX plans
Dec. 11, 2024
Rent the Runway improves customer onboarding to drive loyalty, engagement
Dec. 10, 2024
How to perfect customer service for holiday-stressed customers
Dec. 10, 2024
Ulta Beauty’s loyalty program hits 44.4M members
Dec. 6, 2024
Chewy returns to member growth with better site experiences
Dec. 6, 2024
Foot Locker’s loyalty revamp shows early signs of success
Dec. 4, 2024
Best Buy makes inspiring customer curiosity a priority for the holidays
Dec. 3, 2024
Black Friday, slower in 2024, still has plenty of CX lessons to share
Dec. 2, 2024
Consumers find customer service as stressful as the initial problem, survey finds
Dec. 2, 2024
Bath & Body Works hits 38M loyalty members
Nov. 26, 2024
Gap Inc. plans more CX improvements as reinvigoration plan pays off
Nov. 25, 2024
Expectations for Black Friday experiences are changing. Here’s how.
Nov. 25, 2024
Walmart makes convenience a priority as it grows e-commerce market share
Nov. 21, 2024
How new global CX standards aim to conquer data management challenges
Nov. 21, 2024
Lowe’s courts pros while leveraging loyalty to engage DIY shoppers
Nov. 20, 2024
Google Lens can now tailor search results to the store you’re in
Nov. 19, 2024
How consumers are using social media for holiday customer service
Nov. 15, 2024
Retailers confront trust issues as generative AI becomes commonplace
Nov. 15, 2024
What CX experts are watching in Trump’s second term
Nov. 14, 2024
Cava emphasizes people over technology in its CX upgrades
Nov. 13, 2024
Home Depot caters to professional contractors with CX role
Nov. 12, 2024
Eventbrite upgrades customer support as revenue dips
Nov. 12, 2024
How synthetic data might shape consumer research
Nov. 11, 2024
Expedia Group boosts app user experience, loyalty offerings
Nov. 8, 2024
Taco Bell puts AI front-and-center in drive-thru strategy
Nov. 8, 2024
Lowe’s bulks up loyalty benefits with personalized tools and advice
Nov. 6, 2024
David’s Bridal turns brides into influencers through its loyalty program
Nov. 6, 2024
Wendy’s credits tech for better drive-thru experiences, employee satisfaction
Nov. 1, 2024
Most consumers prefer live agents for customer service, survey finds
Nov. 1, 2024
Starbucks brews CX plans to improve in-store, mobile ordering
Oct. 31, 2024
McDonald’s boasts faster drive-thru order times, higher satisfaction in Q3
Oct. 30, 2024
How The Vitamin Shoppe builds flexible customer experiences
Oct. 30, 2024
More CMOs are making strategies with customers in mind, study finds
Oct. 28, 2024
A look at how culture, employee experience fit into global CX standards
Oct. 28, 2024
T-Mobile to tap AI for preemptive customer service
Oct. 24, 2024
Verizon sees CX as key pillar in its fight against customer churn
Oct. 23, 2024
CX leaders are looking beyond chatbots with AI investments
Oct. 23, 2024
Ally Financial touts high satisfaction and retention for its digital banking tools
Oct. 21, 2024
Customer service company TTEC faces lawsuit alleging labor violations
Oct. 18, 2024
United credits tech and staff investments for rising NPS scores
Oct. 17, 2024
Experiences bring shoppers in-store. How can retailers stand out?
Oct. 17, 2024
Google revamps shopping feature with AI-powered product curation
Oct. 15, 2024
Zendesk, Zoom unveil AI voice tech for contact center operations
Oct. 14, 2024
Amazon rolls out AI Shopping Guides for curated product discovery
Oct. 11, 2024
Voice technology can drive customer service efficiency, but barriers remain
Oct. 11, 2024
Walmart advances AI ambitions with LLM trained on its own data
Oct. 9, 2024
Holiday shopping spans multiple channels. Here’s how retailers can meet CX needs.
Oct. 8, 2024
David’s Bridal wants to be your wedding copilot
Oct. 8, 2024
Will Google’s updated AI features up the ante for search experiences?
Oct. 4, 2024
Why in-store customer satisfaction drops during peak periods
Oct. 3, 2024
Half of global consumers will share personal data for better experiences, study finds
Oct. 3, 2024
Sam’s Club, Costco link higher staff salaries to CX improvements
Oct. 1, 2024
Top customer experience conferences in 2025
Oct. 1, 2024
NPS creator details new global standards for customer experience
Sept. 30, 2024
Customers don’t want to call back — they want first-contact resolution
Sept. 26, 2024
AutoZone credits its customer-first mindset for sales growth
Sept. 26, 2024
How Jackson Family Wines brought wine country online
Sept. 25, 2024
Google joins the AI-powered customer service assistant gold rush
Sept. 24, 2024
Darden Restaurants turns to dining speed to improve sales
Sept. 20, 2024
T-Mobile, OpenAI to equip customer care agents with AI platform
Sept. 19, 2024
Salesforce expands access to unstructured data to fuel customer insights
Sept. 18, 2024
How to use NPS
Sept. 17, 2024
Customer experience data is underused in business decisions, leaders say
Sept. 16, 2024
Kroger zeroes in on customer experience to build loyalty and sales
Sept. 13, 2024
Dave & Buster’s prioritizes tech investments on the hunt for better experience
Sept. 12, 2024
Shoppers want personalization online, in-store and on customer service calls
Sept. 11, 2024
Back to CX Basics: The potential — and pitfalls — of NPS
Sept. 10, 2024
CX vendors say contact centers are getting a return on AI chatbot investments
Sept. 9, 2024
Rent the Runway’s UX revamp helps power new customer growth
Sept. 9, 2024
Dick’s keeps expanding its experiential store footprint to fuel sales growth
Sept. 6, 2024
5 trends shaping the future of customer service
Sept. 5, 2024
Is customer experience Best Buy’s key to sales growth?
Sept. 3, 2024
Office Depot parent company rolls out generative AI assistant to 900 stores
Aug. 30, 2024
Salesforce bets on generative AI agents as the future of customer service
Aug. 29, 2024
Nordstrom credits faster supply chain operations for improved CX
Aug. 28, 2024
Bloomin’ Brands turns to Delta executive to lead the company amid CX push
Aug. 27, 2024
How chatbots can personalize self-service interactions
Aug. 26, 2024
Zoom doubled its contact center customers in the past year. Can it maintain the momentum?
Aug. 23, 2024
Target’s self-checkout, generative AI efforts contribute to increased traffic
Aug. 22, 2024
Self-service often falls flat. Here’s how CX leaders can fix it.
Aug. 21, 2024
Lowe’s continues to upgrade in-store experiences in pursuit of pro customers
Aug. 21, 2024
Consumers frustrated by inability to switch from self-service to live agent, survey finds
Aug. 20, 2024
Will Brian Niccol’s CX success as CEO of Chipotle translate to Starbucks?
Aug. 19, 2024
Walmart used AI to crunch 850M product data points and improve CX
Aug. 15, 2024
Why Delta focuses on change management in CX technology rollouts
Aug. 15, 2024
Home Depot wants to help associates help professional customers
Aug. 13, 2024
How restaurant loyalty programs can drive more traffic and improve experiences
Aug. 13, 2024
Good loyalty programs drive word-of-mouth recommendations
Aug. 6, 2024
Credit card holders still want the phone to resolve complex tasks
Aug. 5, 2024
EBay’s AI investments fuel streamlined experiences for buyers and sellers
Aug. 1, 2024
Beyond invests in digital CX basics in push for profitability
July 31, 2024
McDonald’s says experience is the answer to sales slump
July 30, 2024
Google granted cookies a stay of execution. Is it still time to move on?
July 29, 2024
CX transformation is coming, and cross-department collaboration will be key
July 26, 2024
Southwest, citing customer preference, bids farewell to open seating
July 25, 2024
In-store experience wins out as customers want to see and touch purchases
July 25, 2024
Google sees potential for generative AI to boost CX while saving money
July 24, 2024
Cookies are safe, Google says. Will this change data collection plans?
July 23, 2024
NPS creator Bain & Co. joins Kantar, Qualtrics to reinvent CX standards
July 23, 2024
Airlines aim to mitigate customer frustration following mass delays and cancellations
July 19, 2024
Lawsuit accuses Patagonia’s customer support of violating privacy rights
July 18, 2024
Salesforce launches customer-facing generative AI assistant
July 17, 2024
Generative AI will lead to fewer agents with more advanced skill sets, Forrester finds
July 17, 2024
Nearly all leaders feel unprepared for third-party cookie phaseout, study finds
July 15, 2024
Customers’ trust in AI is dismal, but that shouldn’t dissuade service leaders
July 15, 2024
Delta focuses on premium experiences to offset increasing costs
July 12, 2024
Samsung turns to AI to bridge the customer intent service gap
July 11, 2024
5-star experiences drive long-term customer value
July 10, 2024
Starbucks streamlines beverage making, creates role to speed service
July 10, 2024
Mobile apps drive fast food satisfaction — so long as service is speedy
July 8, 2024
After installing self-service kiosks, Ikea says it can assist 6 times as many customers
July 8, 2024
Amazon adds step-by-step guides to its AI assistant’s capabilities
July 2, 2024
Restaurant customer satisfaction grows despite rising prices, ACSI finds
July 1, 2024
Walgreens promises better CX as it shrinks store footprint
June 28, 2024
Companies don’t need pricey tech to improve customer service, Gartner says
June 27, 2024
For call centers, cost cuts still fuel the offshoring allure
June 26, 2024
Shoppers don’t love in-store experiences as much as retailers think, study finds
June 25, 2024
Foot Locker makes it easier for loyalty members to earn and redeem rewards
June 25, 2024
Kroger associates help drive ‘dramatically reduced’ order fulfillment times
June 21, 2024
Happy customers pay more for service, survey finds
June 20, 2024
Most shoppers want human interactions when making returns, survey finds
June 20, 2024
Generative AI is changing the role of agents. How can managers adapt?
June 18, 2024
5 considerations for how contact center agents fit into an AI future
June 14, 2024
Dave & Buster’s sees customer satisfaction growth despite higher game prices
June 14, 2024
When it comes to generative AI, rollouts need planning — and patience
June 14, 2024
A look at Verizon’s individualized approach to customer experiences
June 12, 2024
Most top CX teams have already invested in AI, survey finds
June 12, 2024
EBay looks beyond transactions to deliver personalized customer service
June 11, 2024
Walmart tests in-app generative AI shopping assistant
June 10, 2024
How retailers can fight theft without hurting customer experience
June 10, 2024
How engaged employees can become evangelists for new tech rollouts
June 6, 2024
Business leaders called to reinvigorate connections with remote call center agents
June 5, 2024
Best Buy balances tech and staff investments to boost customer experience
June 3, 2024
Home Depot names EVP of customer experience
May 31, 2024
How leaders can reassure agents in the AI-powered contact center
May 30, 2024
Target’s express self-checkout garners high customer satisfaction scores
May 29, 2024
Fraud prevention efforts boost customer satisfaction, study finds
May 28, 2024
Why summer can be a testing ground for holiday season preparedness
May 24, 2024
Macy’s shows 5% NPS gains at First 50 stores piloting experience investments
May 22, 2024
Lowe’s customer satisfaction rises as it rolls out new in-store tech tools
May 21, 2024
Home Depot pursues contractors with CX upgrades
May 20, 2024
Amazon cuts global customer service staff by less than 1%
May 17, 2024
Verizon harnesses AI for better experiences, but associates still take point
May 15, 2024
Call center agents feel the pressure, and it’s hurting customer service
May 15, 2024
Senate Democrats push to keep call center jobs in US
May 13, 2024
Call center data security can be complex. Here’s how to keep information safe.
May 13, 2024
Online shopping takes excessive effort for many customers, study finds
May 10, 2024
Call center agents feel overwhelmed, but research shows tech can offer relief
May 8, 2024
Wendy’s credits loyalty program, mobile app investments for customer growth
May 7, 2024
Starbucks needs to focus on experience, not transactions, former CEO says
May 6, 2024
Back to CX Basics: How to speak the language of data
May 6, 2024
McDonald’s credits speed, personalization for high satisfaction
May 2, 2024
Starbucks’ mobile ordering is so popular, it’s slowing some orders down
May 1, 2024
Sam’s Club customers leave 23% faster with AI receipt verification
April 30, 2024
The customer data stockpile is growing. Here’s how to protect it
April 30, 2024
IHG taps Salesforce’s CRM to standardize customer data profiles
April 29, 2024
Chipotle makes order fulfillment, not fancier tech, its top CX focus
April 25, 2024
Verizon CEO says it will ‘lead AI revolution,’ improve customer service at scale
April 25, 2024
Albertsons loyalty grows as it pushes ‘customers for life’
April 24, 2024
Medallia’s CEO departs, chairman leads search for replacement
April 23, 2024
Companies are asking customer service teams to generate revenue, too
April 23, 2024
HubSpot nixes chief customer officer role following executive departure
April 19, 2024
Zendesk adds more AI to power chatbots, contact center copilots
April 19, 2024
Companies aren’t meeting customer expectations for delivery communications
April 18, 2024
Rent the Runway boosts NPS, plans more CX improvements
April 16, 2024
L.L. Bean cuts call center hours as more customers turn to self-service
April 15, 2024
MetLife rolls out tools to help customers take full advantage of their benefits
April 12, 2024
What’s missing with AI rollouts? Employee trust.
April 11, 2024
Companies overestimate how well they know customers, consumers say
April 11, 2024
Discover, Mercedes-Benz turn to Google for customer service AI
April 9, 2024
Only 1 in 5 consumers trust self-service for support, report finds
April 8, 2024
Levi’s leans into CX to drive direct-to-consumer transformation
April 5, 2024
Call centers must maintain security, trust as they implement AI, experts say
April 4, 2024
Marriott Bonvoy tests AI-powered search to personalize travel planning
April 3, 2024
Agent roles are evolving as call centers enter the AI-powered era
April 2, 2024
Back to CX basics: What customer experience leaders need to know
April 1, 2024
Back to CX basics: Why employee experience matters, too
March 26, 2024
AWS, Salesforce upgrade contact center tech as generative AI creeps in
March 25, 2024
Accenture thinks generative AI can level up CX, but data stacks need work
March 22, 2024
E-commerce expectations are high, and well-organized reviews are a must
March 21, 2024
Back to CX basics: How to speak the language of the C-suite
March 20, 2024
Most retail leaders say AI plays an important role in search strategies
March 20, 2024
Dick’s leans into experiential House of Sports format to fuel growth
March 18, 2024
Target rolls out express self-checkout lanes to speed up service
March 15, 2024
Poor UX is the leading cause for unsatisfactory digital experiences
March 15, 2024
Zendesk enhances call center AI options with Ultimate acquisition
March 14, 2024
Kohl’s plans to expand checkout spaces, credit cards in 2024
March 13, 2024
Can tech perfect the self-checkout experience?
March 13, 2024
Nordstrom emphasizes personalization as digital assortment grows
March 11, 2024
Kroger invests in cross-channel customer experiences
March 8, 2024
Foot Locker touts high NPS scores as sign of turnaround
March 7, 2024
Back to CX basics: Where does modern tech fit in?
March 7, 2024
Best Buy leans into customer experience as a sales driver
March 4, 2024
Klarna sees its AI assistant as a success. Is it too early to tell?
March 4, 2024
‘Clunky’ chatbots disrupt e-commerce experiences, survey finds
Feb. 29, 2024
Salesforce’s Einstein Copilot, a generative AI-powered assistant, goes global
Feb. 28, 2024
Data underpins modern CRM tech, but work remains
Feb. 28, 2024
Uber overhauls live chat, increasing customer adoption
Feb. 26, 2024
Back to CX basics: How to understand your customers
Feb. 23, 2024
Walmart credits associate-facing tools for NPS boost
Feb. 22, 2024
Wendy’s to invest $35M in mobile and digital menu experiences
Feb. 21, 2024
AI can improve customer service, but agents remain essential
Feb. 21, 2024
Self-checkout promises ultimate convenience. Is it doing its job?
Feb. 20, 2024
Burger King, Popeyes lean into kiosks, remodels to spur speedy service
Feb. 15, 2024
Consumers seek in-store returns and no-label shipping, FedEx study finds
Feb. 14, 2024
Customers want to use card-linked benefits to save, research finds
Feb. 13, 2024
Medallia launches 4 generative AI tools as ‘human in the loop’ investments grow
Feb. 12, 2024
Why Build-A-Bear is pushing checkouts to tablets
Feb. 12, 2024
Chipotle combines automation, training to spur speedy service
Feb. 9, 2024
McDonald’s sets sights on $45B in loyalty sales
Feb. 7, 2024
Verizon’s first-ever customer experience officer aims to simplify plan shopping
Feb. 6, 2024
Very few consumers are satisfied with in-store experiences
Feb. 6, 2024
Amazon CEO seeks to ‘reinvent’ CX with generative AI
Feb. 2, 2024
Insurance has the data to tap generative AI for a CX overhaul
Feb. 2, 2024
Starbucks to capitalize on record loyalty membership with app improvements
Feb. 1, 2024
American Airlines lays off 656 employees in customer support restructuring
Jan. 30, 2024
What makes or breaks grocery e-commerce experiences
Jan. 30, 2024
Brands have an overinflated view of their CX quality
Jan. 29, 2024
Swarovski brings luxury CX online with careful listening and constant testing
Jan. 29, 2024
Companies struggle to connect data to CX, leading to inconsistent experiences
Jan. 25, 2024
Loyalty programs use gamification to engage customers post-purchase
Jan. 24, 2024
Generative AI will drive CX in 2024 — but leaders must separate hype from reality
Jan. 23, 2024
Retailers, hyped about generative AI, deploy customer-facing tools
Jan. 18, 2024
5 lessons from NRF that illustrate why CX needs data
Jan. 18, 2024
Yeti leans into post-purchase communication to engage customers
Jan. 16, 2024
Retailers hone in on improving the checkout experience
Jan. 15, 2024
Microsoft builds generative AI templates for online shopping, product info
Jan. 12, 2024
Return fees harm customer loyalty, survey finds
Jan. 11, 2024
Walmart puts generative AI in app users’ hands
Jan. 10, 2024
5 CX trends to watch in 2024
Jan. 10, 2024
Small business CX can benefit from generative AI, too
Jan. 9, 2024
CVS simplifies loyalty into a 2-tier program
Jan. 5, 2024
Visa launches Web3 loyalty tool with focus on curated experiences
Jan. 4, 2024
Personalization can bring in new consumers, but merchants are falling short
Jan. 3, 2024
Companies expand digital payment options to improve checkout experience
Jan. 3, 2024
FedEx aims to deliver ‘peace of mind’ during final stretch of holiday deliveries
Dec. 21, 2023
Even with AI, human touch remains essential in customer service
Dec. 21, 2023
The biggest CX lessons of the 2023 holiday season
Dec. 20, 2023
What draws customers into stores?
Dec. 19, 2023
Southwest fined $140M for its holiday 2022 woes as it revamps CX operations
Dec. 18, 2023
Most CX leaders are deploying AI to power their holiday experiences
Dec. 18, 2023
Adobe leans into AI-powered tools as demand for digital experiences grows
Dec. 14, 2023
Returns are the last, but not least, component of a holiday CX strategy
Dec. 14, 2023
McDonald’s orders up data-powered CX improvements
Dec. 12, 2023
Confusing digital claims processes are frustrating auto insurance customers
Dec. 11, 2023
Dollar General boosts front-end staff to improve shopping experience
Dec. 8, 2023
Zoom unveils AI assistance, tiered contact center pricing plans
Dec. 7, 2023
Dave & Buster’s sees future in revamped restaurants and loyalty growth
Dec. 6, 2023
Ulta Beauty workers maintain CX despite rising security precautions
Dec. 5, 2023
Kroger improves pickup experience, personalized offerings in CX push
Dec. 4, 2023
Nordstrom hinges CX strategy on personalization and convenience
Dec. 1, 2023
Consumer-focused AI to fuel CX innovation despite tight budgets, survey finds
Nov. 30, 2023
Holiday CX quality dips when the last mile is forgotten
Nov. 29, 2023
Best Buy ties experienced, well-equipped associates to higher NPS
Nov. 29, 2023
Zoom pushes contact center solutions as next growth vector
Nov. 22, 2023
Gap revamps brand experiences as sales decline
Nov. 21, 2023
Customer flexibility is paramount to Walmart’s investment strategy
Nov. 20, 2023
Target combines atmosphere, associates and value to drive holiday CX
Nov. 17, 2023
The top customer experience conferences to attend in 2024
Nov. 17, 2023
Home Depot realigns its business in pursuit of professional customers
Nov. 16, 2023
On Black Friday, experiential retail takes a backseat to efficiency
Nov. 16, 2023
Lyft boosts bottom line with premium rides, economy options
Nov. 14, 2023
Lowe’s targets experience-seeking millennials with DIY home repair classes
Nov. 13, 2023
EBay focuses on buyer, seller experiences as demand lags
Nov. 10, 2023
Grocers need to put the customer first to build trust in AI initiatives
Nov. 9, 2023
Rivian sees post-purchase experience as key electric vehicle differentiator
Nov. 8, 2023
In the age of self service, live agents remain a must-have
Nov. 7, 2023
Businesses are rich with data, but they want more value from it
Nov. 6, 2023
6 CX trends to boost ROI and retain customers
Nov. 6, 2023
Would you like to speak with a live agent? One-third of Gen Z, millennials say no.
Nov. 6, 2023
Southwest Airlines to fuel growing customer engagement with loyalty perks
Nov. 3, 2023
Amazon’s generative AI investments to fuel CX improvements, CEO says
Nov. 1, 2023
Microsoft leans on AI to power experiences across LinkedIn, Bing
Oct. 31, 2023
Generative AI to power Dell’s self-service experience
Oct. 27, 2023

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282 articles by Bryan Wassel