How retailers are approaching customer experience in 2025

Retailers at this year’s NRF Big Show showcased how they are putting customer data to use for personalization and loyalty.

By Bryan Wassel • Jan. 20, 2025

Bank of America credits CX, digital capabilities for account growth

The bank added 213,000 net new consumer checking accounts in the fourth quarter, marking six consecutive years of quarterly growth.

By Kristen Doerer • Jan. 17, 2025

Explore the Trendline➔

Loyalty

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

By CX Dive staff

Wells Fargo eyes customer engagement initiatives, growth

The bank laid out digital enhancements to its mobile app and plans to generate growth as regulatory burdens lift.

By Kristen Doerer • Jan. 17, 2025

Ulta Beauty has big plans for its personalization efforts in 2025

The company’s strategy includes putting a customer-centric lens on operations and investing in methods that can drive customer lifetime value.

By Bryan Wassel • Jan. 15, 2025

Sephora to redesign entire North American store fleet

The changes aim to create a shopping experience that showcases the company’s current assortment and allows for store adjustments in the future.

By Kaarin Moore • Updated Jan. 15, 2025

Sweetgreen CTO shares the chain’s data-focused approach to CX

CTO Wouleta Ayele discussed why she designs experiences by working backwards from an ideal outcome at the National Retail Federation’s Big Show conference.

By Bryan Wassel • Jan. 15, 2025

Starbucks reverses open-door policy as it pursues coffeehouse environment

Under the new policy, customers will have to make a purchase if they want to hang out in Starbucks coffee shops or use its bathrooms.

By Kristen Doerer • Jan. 14, 2025

Sonos CEO out as company cleans up botched app release

Departing CEO Patrick Spence took ownership for the issues with the Sonos app in past earnings calls, saying his "push for speed backfired."

By Kristen Doerer • Jan. 13, 2025

How TikTok Shop is changing the way brands reach customers

As a potential ban looms, brands like Nike and E.l.f. Beauty are leveraging the social media platform to win over Gen Z.

By Xanayra Marin-Lopez • Jan. 13, 2025

Delta touts loyalty program, premium services in revenue gains

The airline boosted its bottom line by courting customers seeking upscale experiences.

By Kristen Doerer • Jan. 10, 2025

How cyber incidents impact consumer trust

Despite an increase in cyber incidents, breaches had less impact on consumer trust in 2024, a Vercara survey found.

By Kristen Doerer • Jan. 10, 2025

Biden signs into law Government Service Delivery Improvement Act

The legislation to improve government service delivery gained bipartisan support, with both Republicans and Democrats celebrating its passage Tuesday.

By Kristen Doerer • Jan. 8, 2025

5 customer experience trends to watch in 2025

Falling loyalty, isolated customer experience practices and score obsession will shape the year ahead.

By Kristen Doerer , Bryan Wassel • Jan. 8, 2025

Starbucks’ turnaround plan will be ‘no quick fix,’ analysts say

The chain wants to improve customer experience by making its stores more welcoming and speeding up service. But will the changes come fast enough?

By Michael Brady • Jan. 7, 2025

Domino’s CMO on how Emergency Pizzas meet consumers where they are

Kate Trumbull and Matt Talbot, co-founder of the brand’s AOR WorkInProgress, explain how last year’s marketing efforts set up the chain for 2025.

By Chris Kelly • Jan. 3, 2025

Delta Air Lines delivers on punctuality, report finds

The airline is the most on-time carrier for the fourth year running, a Cirium report found.

By Kristen Doerer • Jan. 2, 2025

How CIOs encourage tech adoption across generations

Boomers and Gen Z face different challenges adopting workplace tools, but collaborative training can bridge the gap, CIOs say.

By Suman Bhattacharyya • Jan. 2, 2025

How to create a customer experience journey map

Customer journey mapping is a powerful tool for businesses to understand and improve customer experience, but omnichannel interactions pose challenges.

By Rosalyn Page • Updated Jan. 2, 2025

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

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

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

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

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

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

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