Data & Analytics
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What’s the winning formula for a loyalty program?
Sephora, PetSmart and Famous Footwear operate loyalty programs that lean into data to meet customers’ interests and preferences.
By Rosalyn Page • Oct. 7, 2024 -
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Half of global consumers will share personal data for better experiences, study finds
Overall, consumers are more willing to share personal information to improve to their experiences than in the past, but age, trust and regulations are major factors, a Jack Morton survey found.
By Bryan Wassel • Oct. 3, 2024 -
Courtesy of Kempinski
From lotions to linens: How hotel marketplaces can boost guest loyalty
Advanced data analytics makes it easier for hotels to sell in-room products and win repeat customers.
By Shefali Kapadia • Sept. 27, 2024 -
Peyton Bigora/CX Dive
What to know about privacy laws when collecting personal data on shoppers
Retailers have moved away from collecting identifiable information from consumers, but need to be aware of requirements for the personal data they do collect, an Albertsons privacy official said at IAB's summit last week.
By Peyton Bigora • Sept. 26, 2024 -
Peyton Bigora/CX Dive
How Kroger is using standardized metrics to boost its retail media network
During a conference panel, the grocer shared how IAB’s guidelines have improved accountability as the chain looks to release its own updated measurement model.
By Peyton Bigora • Sept. 24, 2024 -
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How to use NPS
Net promoter scores are a jumping off point for data exploration, experts said. It's up to companies to find ways to tie the score to broader business outcomes.
By Bryan Wassel • Sept. 17, 2024 -
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Back to CX Basics: The potential — and pitfalls — of NPS
The net promoter score is a measurement for loyalty, not customer experience overall. Here’s how leaders can use it to guide their CX improvements.
By Bryan Wassel • Sept. 10, 2024 -
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Beyond cookies: Examples of how CX leaders are collecting customer data
Though cookies are sticking around, CX leaders are exploring different methods of collecting customer information, from zero- and first-party data to data clean rooms.
By Kristen Doerer • Aug. 16, 2024 -
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Why Delta focuses on change management in CX technology rollouts
Good change management starts by identifying where the experience is falling short and introducing technology as a solution — not the other way around, Delta’s Amin Lalani said.
By Bryan Wassel • Aug. 15, 2024 -
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CX transformation is coming, and cross-department collaboration will be key
CX leaders are expected to boost their use of AI and data, which will help them bring other departments on board with their goals.
By Bryan Wassel • July 26, 2024 -
Justin Sullivan via Getty Images
Cookies are safe, Google says. Will this change data collection plans?
Google won’t eliminate third-party cookies, but some companies are already pursuing alternative data sources amid privacy and regulatory concerns.
By Bryan Wassel • July 23, 2024 -
Courtesy of HubSpot
HubSpot reports nearly 50 customer accounts compromised
The customer relationship management vendor said it notified all impacted customers, but it has not publicly disclosed how attackers gained unauthorized access.
By Matt Kapko • July 3, 2024 -
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Restaurant customer satisfaction grows despite rising prices, ACSI finds
Consumers want premium experiences to help make the meal feel worth the cost, according to ACSI’s Forrest Morgeson.
By Bryan Wassel • July 1, 2024 -
Courtesy of Brooks Running
Brooks turns shoe finding into zero-party data
The brand provides customers a guide to find the best running shoe for them. Its questions also help collect zero-party data.
By Kristen Doerer • June 24, 2024 -
Justin Sullivan via Getty Images
PayPal readies advertising platform rooted in reams of transaction data
The new offering in the expanding media network market will be led by Mark Grether, who helped grow Uber Advertising into a $1 billion business.
By Chris Kelly • May 31, 2024 -
Justin Sullivan / Staff via Getty Images
OpinionWhy CX leaders shouldn’t wait for Google to phase out cookies
Google delayed the deprecation of cookies yet again last month, but CX leaders can take steps now toward privacy-first user experiences.
By Thomas Wyatt • May 28, 2024 -
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Customer satisfaction with online-only banks dwindles, study finds
Though online-only direct bank customers have a higher satisfaction rate than traditional banks, that rate declined this year, particularly for those with checking accounts, J.D. Power reported.
By Rajashree Chakravarty • May 20, 2024 -
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Nonbanking financial institutions must notify FTC of breach under now-live amended rule
Breached organizations must now notify the Federal Trade Commission of security incidents no later than 30 days after discovery.
By Kristen Doerer • May 16, 2024 -
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Call center data security can be complex. Here’s how to keep information safe.
Specialized agents and well-trained chatbots are essential to keep customer data safe, experts say.
By Bryan Wassel • May 13, 2024 -
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Enterprises prep for big AI spending, but data woes prevent progress
Modernizing IT estates will cost enterprises an average of $35.5 million this year, a Couchbase survey found.
By Lindsey Wilkinson • May 6, 2024 -
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Why survey begging leads to unreliable data — and what to do instead
“People want to be heard,” one expert told CX Dive. “You don't necessarily need to incentivize them.”
By S.L. Fuller • May 6, 2024 -
Laurence Dutton via Getty Images
Back to CX Basics: How to speak the language of data
Data science fundamentals can help CX leaders react quickly to changing consumer demands, understand the value of their investments and better communicate their findings.
By Bryan Wassel • May 6, 2024 -
Justin Sullivan via Getty Images
FCC fines 4 major wireless carriers $200M for selling customer location data
The Federal Communications Commission fined T-Mobile, Sprint, AT&T and Verizon nearly $200 million for illegally sharing customers’ location data.
By Kristen Doerer • April 30, 2024 -
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The customer data stockpile is growing. Here’s how to protect it
Data collection and disposal practices play an important role in building and retaining customer trust.
By Bryan Wassel • April 30, 2024 -
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Effective or creepy? How to offer personalization while maintaining trust
Customers enjoy personalization, “but only when they feel like the main purpose of it is to improve their experience,” one expert told CX Dive.
By S.L. Fuller • April 29, 2024
