Strategy
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FTC excludes restaurants from junk fee rule
In another regulatory victory for restaurants, the Federal Trade Commission backtracked on including restaurant fees in its price transparency rule.
By Aneurin Canham-Clyne • Dec. 20, 2024 -
Scott Olson / Staff via Getty Images
Darden Restaurants begins POS rollout as it pursues speedier service
The new point-of-sale system will help the company speed up orders and improve its data capabilities at nine restaurant brands, executives said.
By Bryan Wassel • Dec. 19, 2024 -
Explore the Trendline➔
blackCAT via Getty Images
TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
Courtesy of Amazon
What Amazon is doing to fight fake reviews
Reviews are a cornerstone of Amazon’s business, so it is battling bogus customer reviews with strict policies, proactive detection and enforcement action.
By Kristen Doerer • Updated Dec. 19, 2024 -
Joe Raedle / Staff via Getty Images
CFPB swats at retail credit cards
The federal agency warned companies issuing credit cards about illegal tactics, specifically calling out promotions that turn into “bait-and-switch” offers.
By Lynne Marek • Dec. 19, 2024 -
Neal McNeil via Getty Images
FTC cracks down on junk fees
The bipartisan Junk Fees Rule takes aim at “bait-and-switch pricing” for short-term lodging and live-ticket events.
By Noelle Mateer • Dec. 18, 2024 -
Joe Raedle / Staff via Getty Images
TD Bank names US leader of consumer solutions, services
Allison Robinson will lead the regional bank’s day-to-day store operations, sales and advice, customer experience and more.
By Kristen Doerer • Dec. 18, 2024 -
Justin Sullivan / Staff via Getty Images
Lines can make customers rethink a shopping trip, survey finds
Nearly one-quarter of consumers report feeling frustrated when waiting in line, up from 1 in 10 in 2023, according to a survey by Waitwhile.
By Bryan Wassel • Dec. 17, 2024 -
David Dee Delgado via Getty Images
5 customer experience predictions for 2025
Analysts expect boosts in budgets, an overreliance on metrics without actions to match and failing efforts to improve accessibility.
By Kristen Doerer , Bryan Wassel • Dec. 17, 2024 -
AzmanL via Getty Images
3 strategies for executing the new global CX standards
Bain, Kantar and Qualtrics call on leaders to execute their CX strategies with a deep understanding of the customer and an eye toward the bottom line.
By Bryan Wassel • Dec. 16, 2024 -
JHVEPhoto via Getty Images
Dave & Buster’s CEO out, but his CX strategy marches on
Interim CEO Kevin Sheehan has “a tremendous amount of confidence” in the plans, which were developed in tandem with the board.
By Bryan Wassel • Dec. 13, 2024 -
Courtesy of Stitch Fix
Stitch Fix values flexibility in push for better client experiences
The company increased the item limit on orders and is offering stylist profiles as it aims to better engage customers and attract lapsed clients.
By Bryan Wassel • Dec. 13, 2024 -
Spencer Platt/Getty Images via Getty Images
Lowe’s puts tech first in its 2025 CX plans
The home improvement retailer plans to revamp its loyalty program for contractors and expand the use of AI to grow its market share.
By Bryan Wassel • Dec. 11, 2024 -
Michael M. Santiago via Getty Images
Rent the Runway improves customer onboarding to drive loyalty, engagement
Style appointments and a relaxed replacement policy for new subscribers are among the CX upgrades the retailer rolled out in pursuit of growth.
By Bryan Wassel • Dec. 10, 2024 -
Kate Tornone/CX Dive
Citizens tweaks features, eyeing deeper ties to customers
Recent upgrades to the bank’s digital experience are aimed at fueling primacy with clients, a Citizens executive said.
By Caitlin Mullen • Dec. 9, 2024 -
Joe Raedle / Staff via Getty Images
Chewy returns to member growth with better site experiences
A more convenient in-app experience and positive responses to veterinary clinics helped drive customer growth at the pet goods retailer.
By Bryan Wassel • Dec. 6, 2024 -
Scott Olson via Getty Images
Frontier adds first-class seats, bucking low-cost reputation
The airline is the latest to offer more premium services in response to demand from customers.
By Kristen Doerer • Dec. 4, 2024 -
Courtesy of USAA
USAA tops KPMG’s list for best customer experience
H-E-B and Patagonia also rose to the top of the list for excelling at meeting customer needs and demonstrating a deep commitment to the communities they serve, according to KPMG.
By Kristen Doerer • Dec. 4, 2024 -
David Dee Delgado / Stringer via Getty Images
Black Friday, slower in 2024, still has plenty of CX lessons to share
In-store traffic was down compared to last year, but businesses’ Black Friday performance can still help retailers fine-tune CX for the rest of the year.
By Bryan Wassel • Dec. 2, 2024 -
Spencer Platt via Getty Images
FTC questions Uber’s subscription practices
The ride-hailing company defended its Uber One cancellation process and said it would answer the Federal Trade Commission’s questions about its cancellation policies.
By Kristen Doerer • Dec. 2, 2024 -
Kena Betancur via Getty Images
Winners and losers of Black Friday 2024
With deals spread out and e-commerce surging even on Thanksgiving Day, the red-letter event seems to be losing its punch.
By Daphne Howland • Dec. 2, 2024 -
vgajic via Getty Images
Why stores still spark joy around the holidays
Online shopping has surged over the years, but it’s hard to replicate the discovery — and fun — of going to stores.
By Cara Salpini • Nov. 27, 2024 -
Courtesy of Bath & Body Works
Bath & Body Works hits 38M loyalty members
The retailer reported record-high customer retention rates in Q3 2024 and set its sights on offering a seamless omnichannel experience.
By Bryan Wassel • Nov. 26, 2024 -
lechatnoir via Getty Images
Are customers tipping more? Here’s what the data says.
While customers feel more pressure to tip across industries, they still tip a relatively stable 18% at restaurants.
By Julie Littman • Nov. 26, 2024 -
SiriusXM ran afoul of federal statute with cancellation policy, judge rules
The satellite radio provider made it too difficult for customers to cancel their subscriptions, a New York supreme court justice ruled last week.
By Kristen Doerer • Nov. 25, 2024 -
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Gap Inc. plans more CX improvements as reinvigoration plan pays off
The retailer aims to accelerate its CX improvements, including through store remodels, to build on current momentum.
By Bryan Wassel • Nov. 25, 2024
