Bryan Wassel
Reporter | LinkedInBryan Wassel is a reporter on CX Dive, which he helped launch in 2023. He specializes in writing about loyalty programs, customer behavior trends, and contact center news across the retail, restaurant and grocery industries. His career has spanned over a decade across publications including Retail TouchPoints, The Food Institute and RetailWire. You can contact him at [email protected] or via LinkedIn.
633 articles by Bryan Wassel
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Back to CX Basics: How to truly capture the Voice of the Customer
June 15, 2026 -
Chewy’s Autoship subscription grows, offering reliability and repeat sales
June 11, 2026 -
Cracker Barrel reports rising guest metrics, but sales remain on the decline
June 10, 2026 -
Sam’s Club’s first CXO to depart
June 9, 2026 -
When does it make sense to bring customer service onshore?
June 9, 2026 -
Petco improves personalization, online checkout experience as it achieves sales growth
June 4, 2026 -
Ulta Beauty’s loyalty program is about relationships — not discounts, CEO says
June 3, 2026 -
Victoria’s Secret rides cohesive brand experiences to strong sales growth
June 2, 2026 -
Costco’s digital personalization effort drives $500M in digital sales
June 1, 2026 -
Kohl’s CX changes score minor wins, but the business remains challenged
May 29, 2026 -
Best Buy’s incoming CEO sees customer experience as core to its evolution
May 28, 2026 -
Dick’s continues to reap the gains from its experiential stores
May 27, 2026 -
How major retailers are investing in their associates to better serve customers
May 27, 2026 -
Lowe’s courts DIY shoppers as AI tools boost online conversions
May 21, 2026 -
Walmart paid loyalty shines as membership revenue grows double-digits
May 21, 2026 -
Target’s CX investments lead to 3-year highs in store metrics
May 20, 2026 -
Home Depot’s dedicated in-store customer support teams drive repeat purchases
May 19, 2026 -
Can Target’s small upgrades to carts, bathrooms lead to big wins?
May 19, 2026 -
Exceptional customer service wins loyalty, but businesses are missing the mark
May 18, 2026 -
JetBlue, United deepen loyalty partnership with reciprocal perks
May 14, 2026 -
Amazon puts AI front and center with Alexa for Shopping
May 13, 2026 -
AI referrals make shoppers more likely to either return — or never come back
May 12, 2026 -
Lyft’s loyalty partnerships are driving customer acquisition and frequency
May 11, 2026 -
Greyhound is making the bus an experience ahead of the World Cup
May 11, 2026 -
DoorDash CEO: ‘We have to create the best end-to-end shopping experience’
May 7, 2026
