Strategy

  • Travelers wait in line with their bags at the airport.
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    Mario Tama via Getty Images
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    How DOT’s cash refunds for canceled flight rule could build customer trust

    The rule, which went into effect Monday, requires airlines to provide customers with automatic cash refunds for canceled or significantly delayed service.

    By • Oct. 29, 2024
  • Latin American businessman talking to a group of coworkers in a business meeting at the office
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    Hispanolistic via Getty Images
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    Are chief customer officers really driving CX improvements?

    The role brings a dedicated focus on customer experience, but it needs CEO buy-in and organization-wide involvement to get results.

    By Rosalyn Page • Oct. 29, 2024
  • A person opens a package and reads a note. Explore the Trendline➔
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    blackCAT via Getty Images
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    Trendline

    Loyalty

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

    By CX Dive staff
  • CEO and CLO
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    shapecharge via Getty Images
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    More CMOs are making strategies with customers in mind, study finds

    Lack of alignment across departments is reducing CMOs' confidence in their ability to follow through.

    By • Oct. 28, 2024
  • Group of senior members at an enterprise discussing technology strategy and aligning business priorities.
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    Harbucks via Getty Images
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    A look at how culture, employee experience fit into global CX standards

    The standards for CX created by Bain, Kantar and Qualtrics call on leaders to play a major role in shaping a customer-centric culture across the business.

    By • Oct. 28, 2024
  • FCC Chairwoman Jessica Rosenworcel testifies during her nomination hearing in front of the U.S. Senate.
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    Chip Somodevilla via Getty Images
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    FCC opens review of customer service practices of cable, phone companies

    “No one should get stuck in a doom loop trying to cancel a subscription or just get a human being to help resolve their service problems,” FCC Chairwoman Jessica Rosenworcel said Wednesday.

    By • Oct. 25, 2024
  • T-Mobile storefront in San Francisco.
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    Justin Sullivan/Getty Images via Getty Images
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    T-Mobile to tap AI for preemptive customer service

    The company is focusing on AI-powered tools to track potential service disruptions, keep agents informed and streamline the shopping process.

    By • Oct. 24, 2024
  • A photograph of a black sign that says "Starbucks Coffee Company" in front of a brick building.
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    David Ryder via Getty Images
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    Starbucks’ Q4 results nosedive ‘reflects challenged customer experience’

    CEO Brian Niccol said the chain will address issues with its complex menu, pricing architecture and mobile order and payments system.

    By Julie Littman • Oct. 24, 2024
  • A passenger walks in an airport terminal. An American Airlines plane can be seen through the window.
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    Scott Olson via Getty Images
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    American has a plan to win back business, premium customers

    The airline is slowly building back its business revenue as it looks to offer corporate customers more premium experiences.

    By • Oct. 24, 2024
  • The signage on the exterior of a Verizon store.
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    Justin Sullivan via Getty Images
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    Verizon sees CX as key pillar in its fight against customer churn

    The company aims to reduce customer turnover to maintain wireless service revenue growth with the help of AI and more customer choice.

    By • Oct. 23, 2024
  • Consumer holds phone looking at online reviews, star ratings.
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    GamePH via Getty Images
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    It’s official: There’s a ban on the purchase or sale of fake reviews

    The rule will allow the agency to seek civil penalties from knowing offenders, with fines of up to nearly $52,000 per violation. 

    By • Oct. 22, 2024
  • Exterior of a grocery store.
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    Courtesy of Whole Foods Market
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    Amazon pilots small-format grocery concept

    The test store in Chicago is meant for quick fill-in grocery runs and aims to reduce the number of retailers shoppers have to visit to complete shopping trips.

    By Peyton Bigora • Oct. 22, 2024
  • Woman talking on phone having unpleasant conversation and looks stressed.
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    fizkes via Getty Images
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    Deep Dive

    What the FTC’s ‘click-to-cancel’ rule means for customers

    Canceling a subscription can prove frustrating for consumers. Will the Federal Trade Commission’s new regulation improve their experience?

    By • Oct. 22, 2024
  • Martha Stewart poses alongside her JCPenney 2024 Holiday Collection.
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    Courtesy of JCPenney
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    JCPenney’s holiday playbook: Deals, in-store experiences and Martha Stewart

    The embattled department store is leaning into its already successful “Really Big Deal Reveals” campaign and bringing back a nostalgic giveaway. 

    By Jessica Deyo • Oct. 18, 2024
  • A United Airlines aircraft lifts off the tarmac.
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    Scott Olson via Getty Images
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    United credits tech and staff investments for rising NPS scores

    Inter-airport collaboration, iPhones for flight attendants and trainings to bolster pilot professionalism are among the CX-boosting investments the airline has made.

    By • Oct. 17, 2024
  • A shopper uses a phone while holding a bag of carrots inside a grocery store.
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    SDI Productions via Getty Images
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    Experiences bring shoppers in-store. How can retailers stand out?

    A majority of consumers visit stores for the experience, according to a Ryder survey. The kind of experience they want can differ, from picking up orders to seeking associate advice.

    By • Oct. 17, 2024
  • FTC regulation
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    Gorodenkoff via Getty Images
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    FTC unveils final ‘click-to-cancel’ rule for consumers

    The agency rule targeting recurring payments comes amid a broader effort by the Biden administration to reduce consumer “junk” fees.

    By Justin Bachman • Oct. 16, 2024
  • A person using two hands to unscrew Rare Beauty's Soft Pinch liquid blush
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    Permission granted by Rare Beauty
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    Deep Dive

    ‘Everybody benefits’: Why the beauty industry needs to get serious about accessible packaging

    Rare Beauty and Target have taken steps to develop guidance around universally accessible design. But the industry isn’t prioritizing it yet.

    By Caroline Jansen • Oct. 16, 2024
  • A frustrated woman looks at her mobile phone.
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    Pekic via Getty Images
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    Bad experiences put $3.8 trillion at risk

    While consumers are reporting fewer bad experiences, they are becoming less forgiving and will take their money elsewhere, according to Qualtrics XM Institute.

    By • Oct. 15, 2024
  • Exterior of Amazon Fresh store with banner reading "Grand Opening August 22, 8 AM"
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    Courtesy of Amazon
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    Amazon bundles online shopping of groceries and non-food items

    The company is diversifying its marketplace and fulfillment centers to allow Prime members to add goods from Amazon.com, Amazon Fresh and Whole Foods in one cart.

    By Peyton Bigora • Oct. 14, 2024
  • A family stands at a Delta Air Lines ticketing counter trying to rebook a flight after a CrowdStrike software update caused thousands of cancelations.
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    Jessica McGowan / Stringer via Getty Images
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    Delta touts CX wins despite revenue hit from CrowdStrike outage

    The airline spent about $170 million on customer expense reimbursements and crew-related costs following the CrowdStrike outage.

    By • Oct. 10, 2024
  • Two people sitting in white chairs in front of circular signs on a stage
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    Sam Silverstein/CX Dive
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    Sam’s Club to open location without checkout stations

    Shoppers at the digitally focused store, due to open next week in Grapevine, Texas, will need to use the retailer’s Scan & Go app to make purchases.

    By Sam Silverstein • Oct. 10, 2024
  • Person using phone to give feedback.
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    BlackSalmon via Getty Images
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    Reviews — and businesses’ responses — build customer trust, study finds

    The outsized impact of reviews is one of the reasons some businesses are looking to engage with customers’ good, bad and middling reviews.

    By • Oct. 10, 2024
  • Hand holding electronic remote key pushing button near red rental car
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    PaulGulea via Getty Images
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    National beats car rental rivals in customer satisfaction

    “National’s high ranking is largely due to its strong level of trust among customers,” J.D. Power’s Azari Jones said.

    By • Oct. 9, 2024
  • Shoppers walk through a mall during the holiday season.
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    Brendan Hoffman / Stringer via Getty Images
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    Holiday shopping spans multiple channels. Here’s how retailers can meet CX needs.

    Retailers can cater to holiday shoppers’ needs by offering great experiences for order pickup and in-store browsing alike.

    By • Oct. 8, 2024
  • Two people look over a wedding venue
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    LumiNola via Getty Images
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    David’s Bridal wants to be your wedding copilot

    The Pearl by David’s app helps brides plan their weddings with inspiration and a checklist. Chief Business Officer Elina Vilk believes it can improve the experience even more.

    By • Oct. 8, 2024