How MLB is leveraging automation and data to enhance fan messaging

The sports league has expanded its partnership with Adobe so individual clubs can create marketing that better matches how individual fans enjoy sports.

By Aaron Baar • April 6, 2026

How Abercrombie & Fitch uses geofencing for customer feedback

The retailer can better understand why customers did not purchase an item after an in-store visit and then share those signals with store managers.

By Kristen Doerer • April 2, 2026

Explore the Trendline➔

Loyalty

In this Trendline, CX Dive explores what shoppers want from their loyalty programs, examples of successful revamps and best practices for fostering long-term customer relationships.

By CX Dive staff

NJ lawmakers advance bill that would limit dynamic pricing methods

The measure is among a number of state-level legislative efforts aimed at restricting retailers from using data about consumers to customize prices.

By Sam Silverstein • March 27, 2026

Shoppers want some personalization, but brands can take it too far

Nearly all consumers are at least neutral toward back-in-stock alerts, one study found. But for some, personalization based on information they never shared feels uncomfortable.

By Bryan Wassel • March 23, 2026

Surveillance pricing threatens consumer trust and loyalty

“If people feel like the price is based on ‘who I am’ instead of what the product actually costs, that feels really icky,” Experience Investigator’s Jeannie Walters said.

By Michael Brady • March 20, 2026

Ulta sees AI as a personalization tool — and its loyalty program as the fuel

AI “will enable us to deliver relevance, inspiration and expertise seamlessly across the guest beauty journey,” CEO Kecia Steelman said.

By Bryan Wassel • March 13, 2026

Horizon Media pilots AI solution to detect cultural shifts mid-campaign

The tool developed by Sightly and Vurvey Labs helps brands quickly respond to news developments that could affect perceptions of campaign messaging.

By Jessica Hammers • March 10, 2026

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.

By Bryan Wassel • March 6, 2026

The dark side of personalization

“If you can’t explain it to the customer… then you should not be personalizing,” Qualtrics’ Isabelle Zdatny said.

By Michael Brady • Feb. 26, 2026

How the IOC’s data platform engages Olympics fans from flame to flame

The International Olympic Committee uses its customer data platform to engage fans with personalized, relevant content from one Olympics to the next.

By Kristen Doerer • Feb. 9, 2026

Retailers are getting personalization wrong, survey finds

Most consumers are still receiving generic shopping experiences or irrelevant, untimely or overly aggressive outreach from brands, Amperity found. 

By Michael Brady • Jan. 27, 2026

6 customer experience trends to watch in 2026

In the year ahead, CX leaders will face persistent challenges, from economic anxiety to AI transforming support.

By Kristen Doerer , Bryan Wassel • Jan. 6, 2026

Instacart ends controversial price tests

The pilot, which allowed some retailers to test charging consumers different prices for the same products, became a public flash point after a Consumer Reports investigation. 

By Catherine Douglas Moran • Dec. 22, 2025

Is surveillance pricing ripping off loyal customers?

If customers thought “that loyalty data were being consumed for that purpose, they would opt out of loyalty,” said Brierley loyalty consultant Don Smith.

By S.L. Fuller • Dec. 16, 2025

Yum Brands: Solo dining, customization are reshaping value strategy

CMO Ken Muench said the lack of control and predictability in consumers’ lives is pushing diners toward customized experiences — even when that means passing up a deal.

By Aneurin Canham-Clyne • Dec. 15, 2025

Retailers band together to maintain customer relationships as third-party AI grows

As more consumers turn to third-party AI tools in their shopping journeys, who owns that experience?

By Kristen Doerer • Dec. 9, 2025

Intuit, OpenAI launch partnership to provide consumers personalized advice

Consumers will be able to use Intuit apps, like TurboTax, Credit Karma and QuickBooks, directly on ChatGPT. 

By Kristen Doerer • Nov. 21, 2025

Are your personalization efforts overwhelming customers?

More than one-third of customers have stopped buying from a brand due to excessive messaging, a CSG survey found.

By Michael Brady • Nov. 14, 2025

Pinterest rolls out AI-powered personalization features

The updates will turn the platform “into a personal shopping assistant” led by the technology, according to executives. 

By Tatiana Walk-Morris • Oct. 31, 2025

3 of the spookiest customer experiences

CX Dive spoke to three experts about the spookiest customer experiences, what they do to customers, and how they can cost companies. 

By Kristen Doerer , Bryan Wassel • Oct. 30, 2025

Wayfair invests in AI to power its customer experience push

The retailer is using the technology in its product image carousels, search engine and contact center operations.

By Bryan Wassel • Oct. 28, 2025

Companies are falling short on using AI for personalization

Most CX leaders see the potential to better connect with customers using AI, but few say they have the knowledge to act on its potential.

By Bryan Wassel • Oct. 6, 2025

Stitch Fix dials up personalization to reverse client declines

The number of active clients continues to drop, but the apparel box retailer hopes to win customers with superior experiences, according to CEO Matt Baer.

By Bryan Wassel • Sept. 26, 2025

Where companies fall short in their personalization efforts

Shoppers appreciate personalization when it helps with product discovery or deals, but about half say brands’ recommendations feel random and irrelevant, a VML survey found.

By Bryan Wassel • Sept. 24, 2025

Consumers want more control over loyalty program rewards

Giving customers more flexible rewards can drive loyalty by delivering greater personalization and value, EPAM Systems found.

By Michael Brady • Aug. 26, 2025