Strategy
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As American Airlines puts renewed focus on CX, its advisory board takes center stage
The carrier’s appointment of three new members is part of a broader CX effort led by CCO Heather Garboden.
By Kristen Doerer • June 10, 2025 -
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EY merges design, creative, CX and AI services into EY Studio+
The practice will leverage EY’s capabilities and experience to help clients meet the changing needs of consumers and “shape markets at scale.”
By Aaron Baar • June 10, 2025 -
Explore the Trendline➔
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TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
Sam Silverstein/CX Dive
Grocers need to do a better job of explaining prices, shoppers say
Respondents to a poll by The Feedback Group offered a middling assessment about their primary grocery store’s approach to explaining how tariffs might impact food costs.
By Sam Silverstein • June 9, 2025 -
Permission granted by Petco
Petco improves service offerings, plans membership program relaunch
In pursuit of profitability, the pet retailer is matching its assortment to demand and investing in omnichannel services.
By Kristen Doerer • June 6, 2025 -
Brandon Bell / Staff via Getty Images
BofA’s head of branches: ‘Proximity is still important to people’
Customers may or may not visit a branch, but the bank’s presence affirms its commitment to a community, and “there’s a brand value” in that, the executive said.
By Caitlin Mullen • June 6, 2025 -
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Advice emerges as a key aspect of bank customers’ experience
Banks have an opportunity to build lasting relationships with customers who are looking to their financial institutions for guidance.
By Kristen Doerer • June 6, 2025 -
Daphne Howland/CX Dive
Five Below CEO credits ‘maniacal focus’ on CX for a strong quarter
More employee hours, streamlined inventory and improved storytelling all contributed to better a shopping experience — and the bottom line, executives said.
By Bryan Wassel • June 5, 2025 -
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Dollar General customer satisfaction rises as it balances ‘value and convenience’
The off-price retailer’s store standards are improving, and it is offering faster delivery for digital orders — efforts it says will help it weather economic turmoil.
By Bryan Wassel • June 3, 2025 -
Anna Moneymaker / Staff via Getty Images
CFPB seeks to end open banking case
The agency had put the rule in place last October to give consumers more control over sharing their financial data, such as bank account information, with other financial service providers.
By Lynne Marek • June 3, 2025 -
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Costco calls scan-and-go pilot ‘extremely successful’
The scan-and-go tests are part of the retailer's efforts to move customers through the store faster, improve checkout and reduce crowding.
By Kristen Doerer • June 3, 2025 -
Scott Olson / Staff via Getty Images
Kohl’s interim CEO to stay the course of its CX turnaround plan
Top priorities include optimizing store layouts, adding more sources of product inspiration and improving in-stock rates.
By Bryan Wassel • June 2, 2025 -
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Gap’s experience enhancements push NPS higher at Old Navy
The retailer is reaping some rewards from the revitalization plan it rolled out in 2023, which includes drawing upon the individual brand identities to revamp each brand’s experiences.
By Kristen Doerer • June 2, 2025 -
Brandon Bell via Getty Images
Consumer pessimism eases amid cooling in U.S.-China tariff war
The share of consumers expecting a recession over the next 12 months fell in May, the Conference Board said.
By Jim Tyson • May 30, 2025 -
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How emotional attachment can boost brand advocacy and retention
Seven in 10 consumers will choose a brand because they expect the experience will be good, an Ipsos report found.
By Kristen Doerer • May 29, 2025 -
Daphne Howland/CX Dive
Dick’s Sporting Goods plans aggressive omnichannel experience investments
The athletics retailer, riding on the success of its strong store experience, wants to use e-commerce to capture additional market share.
By Bryan Wassel • May 28, 2025 -
Courtesy of David's Bridal
David’s Bridal unveils Diamonds & Pearls store concept
The "store of the future" is a high-touch, tech-powered boutique and features exclusive products, a modern setting and an integration with Shopify.
By Tatiana Walk-Morris • May 28, 2025 -
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When it comes to premium experiences, customers will pay up
It’s not just airlines. A majority of consumers are willing to spend more for a better rideshare experience, streaming service and even customer support, Qualtrics XM Institute finds.
By Kristen Doerer • May 27, 2025 -
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BJ’s Wholesale Club is willing to sacrifice margin for digital convenience
Store-based fulfillment options cost the warehouse club money, but loyalty improvements more than make up the difference, according to CEO Bob Eddy.
By Bryan Wassel • May 22, 2025 -
Courtesy of Urban Outfitters
Urban Outfitters’ in-store experiential concept targets Gen Z — starting with Nike
The apparel retailer debuted the On Rotation concept as a way to fuel discovery shaped by the generation’s favorite brands.
By Kaarin Moore • May 22, 2025 -
Spencer Platt via Getty Images
Lowe’s looks to pro loyalty program to drive higher spend
The retailer’s investments in AI advisers and loyalty programs are part of its efforts to accelerate sales growth among pro customers and digital.
By Kristen Doerer • May 22, 2025 -
Daphne Howland/CX Dive
Experience wins can’t save Target from a disappointing quarter
Digital sales were up, driven by its breadth of fulfillment options, but Target couldn’t offset traffic and basket size declines.
By Bryan Wassel • May 21, 2025 -
Maksym Kapliuk via Getty Images
Inflation expected to surge to 7.3% in a year, fueled by tariff worry
Consumer sentiment has slumped this year even as recent “hard data” reveal stable prices and robust hiring.
By Jim Tyson • May 20, 2025 -
Scott Olson via Getty Images
Customer satisfaction levels out as experts await tariff impacts
Customer satisfaction, which measures attitudes tied to recent purchases, dipped in the first quarter, but could be further disrupted by tariffs.
By Kristen Doerer • May 19, 2025 -
Courtesy of Ikea
How brands use emotional intelligence for stronger customer relationships
Businesses that successfully implement EQ create deeper, more meaningful customer connections and measurable gains in customer experience metrics.
By Rosalyn Page • May 19, 2025 -
Retrieved from Walmart.
Walmart stakes its claim on convenience as tariffs loom
The retailer is turning to speedy delivery and good in-store experiences to bolster its value proposition ahead of price increases.
By Bryan Wassel • May 16, 2025
