Economic data ‘point to headwinds ahead,’ Conference Board says

Economists at several organizations have recently warned of trade war risks and forecast slower economic growth this year.

By Jim Tyson • March 21, 2025

Most executives see the potential of AI for experiences, but many remain wary

While AI can have a measurable impact on the bottom line, leaders need to embrace significant changes to their governance if they want the full benefit, experts say.

By Bryan Wassel • March 20, 2025

Explore the Trendline➔

Loyalty

In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.

By CX Dive staff

Can Southwest make investors and its most loyal customers happy?

The airline has enjoyed unusual brand loyalty. But under activist pressure to shore up profits, Southwest is gambling with what customers love most.

By Kristen Doerer • Updated March 19, 2025

How Indeed creates a ‘shared vocabulary’ around customer data

The vocabulary distills that noisy data into a cohesive narrative that tells the story of who the customer is — and what they need from the company. 

By Bryan Wassel • March 19, 2025

Global trust in digital services falls as consumer data privacy concerns grow

Consumers are skeptical of how brands use their data, and they’re willing to abandon brands if their trust is broken, a Thales survey found.

By Kristen Doerer • March 18, 2025

Bath & Body Works introduces new store design

Gingham+ features an updated layout, tech and larger aisles as the company caters more to the Gen Z demographic. 

By Kaarin Moore • March 18, 2025

Tariffs trigger ‘horrific’ plunge in consumer sentiment

Expectations for long-term inflation also soared as tariffs and other Trump administration policies stirred anxiety about a resurgence in price pressures, according to a University of Michigan survey.

By Jim Tyson • March 17, 2025

Ulta reexamines in-store basics after losing beauty market share

The company is revamping its leadership and investing in store and digital CX strategies to help it keep up with an evolving beauty landscape.

By Bryan Wassel • March 17, 2025

Kroger launches e-commerce business unit

Yael Cosset will head the new team charged with online customer experience as EVP and chief digital officer, the grocer announced last week.

By Sam Silverstein • March 17, 2025

Bank credit card experiences fall short, risking loyalty

Among younger generations, three-quarters are currently indifferent or outright dissatisfied with their card experience, Capgemini Research Institute found.

By Kristen Doerer • March 14, 2025

Brian Niccol’s 6-month update on Starbucks turnaround plan

The coffee chain’s CEO said investments in store experience are ramping up, but union members say the brand isn’t spending enough on hourly workers.

By Aneurin Canham-Clyne • March 13, 2025

Dollar General turns to experience to further boost sales

The off-price retailer aims to grow its momentum with friendly in-store experiences and expanded same-day delivery.

By Bryan Wassel • March 13, 2025

McDonald’s creates ‘restaurant experience’ team to sharpen menu innovation

The Golden Arches’ new team replaces its customer experience unit and includes three cohorts dedicated to chicken, beef and beverage/dessert.

By Aneurin Canham-Clyne • March 13, 2025

Stitch Fix credits CX improvements for better-than-expected earnings

The online retailer has slowed the loss of customers and sees customer experience initiatives as the path back to revenue growth.

By Kristen Doerer • March 13, 2025

Southwest ditches two free checked bags policy

The airline said it would also make it harder to earn Rapid Rewards points, set expiration dates on flight credits, and eliminate free changes on basic fares.

By Kristen Doerer • March 11, 2025

Kohl’s turns to simpler, reliable experiences to improve its fortunes

Complex coupons, poor cross-channel experiences and the elimination of jewelry spaces have weighed on the retailer’s core experience — and sales.

By Bryan Wassel • March 11, 2025

Top airports create environment ‘where passengers feel valued’

As customer expectations continue to rise, airports are under pressure to innovate and enhance their offerings.

By Kristen Doerer • March 11, 2025

Macy’s revamped stores shine as it sheds underperforming locations

The retailer’s reimagined stores illustrate that “when we invest in the customer experience, we can grow sales,” CEO Tony Spring said during an earnings call.

By Bryan Wassel • March 10, 2025

Gross bathroom? It can cost your customer experience

Dirty restrooms, out-of-stock paper towels, and stalls with gaps can flush away an otherwise positive customer experience and send sales down the toilet.

By Kristen Doerer • March 10, 2025

Tariffs are spooking consumers

As the tariffs take effect and inflation looms, businesses are working to retain consumers who are looking to cut back.

By Kristen Doerer • March 7, 2025

Target puts reliability at the forefront of its CX strategy

Leaders cited consistently fast checkout and high in-stock rates among their goals for the in-store experience.

By Bryan Wassel • March 4, 2025

Gen Z used BNPL more than credit cards over holidays, survey finds

It was the first J.D. Power survey to show that BNPL overtook credit card use among that demographic.

By Patrick Cooley • March 4, 2025

Consumer spending falls, highlighting fading confidence

Two closely tracked gauges of consumer confidence slid in February, pushed down by concerns about import duties enacted by the Trump administration.

By Jim Tyson • March 3, 2025

Generative AI and social media dominate purchase decisions

Consumers are turning to social media as a primary source when shopping, Capgemini found. Now, they want generative AI to aggregate those results.

By Xanayra Marin-Lopez • Feb. 28, 2025

Home Depot doubles down on pro customer experience

Investments in the contractor experience drove more than $1 billion in annual incremental sales in 17 markets, executives said on a Q4 earnings call.

By Bryan Wassel • Feb. 25, 2025