Strategy
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OpinionWhy the final moment of a customer journey matters more than the rest
Customers judge an experience largely by how they felt at the most intense moment — good or bad — and at the end. But are CX leaders designing experiences for this cognitive bias?
By Mark Levy • Oct. 2, 2025 -
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Top customer experience conferences in 2026
CX leaders face fresh and perennial challenges in 2026, from agentic AI to falling loyalty. Here are the top events decision-makers are attending next year.
By Kristen Doerer , Bryan Wassel • Oct. 1, 2025 -
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TrendlineTop 5 stories from CX Dive
The top stories from CX Dive look at customer experience trends, generative AI use cases and the components of a good tech stack.
By CX Dive staff -
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What the $2.5B Amazon Prime settlement means for CX leaders
The online retailer did not admit any wrongdoing as part of the FTC settlement but agreed to pay $1 billion in penalties and $1.5 billion in refunds to consumers harmed by its subscription practices.
By Kristen Doerer • Sept. 25, 2025 -
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Why customers say online shopping just can’t compare to the in-store experience
Just over half of customers said they shop in person instead of online so they can try on clothing or test products, according to a Chatmeter survey.
By Kristen Doerer • Sept. 25, 2025 -
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FTC case against Amazon Prime subscription practices begins
The agency alleges the online retailer used manipulative tactics to trick millions of consumers to sign up for Prime and made it hard to cancel.
By Kristen Doerer • Sept. 22, 2025 -
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Hertz deployed an AI vehicle scanner. Then came the CX meltdown.
Hertz’s AI vehicle scanner was supposed to improve the vehicle damage inspection process. What went wrong?
By Michael Brady • Sept. 22, 2025 -
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OpinionIs your CX strategy arguing with human nature?
The next great leap in customer experience won't come from a dashboard. It will come when leaders start designing for how people actually think, decide and feel.
By Mark Levy • Sept. 19, 2025 -
Caitlin Mullen/CX Dive
3 major banks turn to predictive insights to boost trust
Bank of America, U.S. Bank and Wells Fargo allow users to analyze estimated spending, scheduled transactions and deposit data.
By Kristen Doerer • Sept. 18, 2025 -
Courtesy of Gopuff
Gopuff wants to build on its reliability with a more personalized, transparent website
The instant delivery company wants to make its site easier to shop without sacrificing speed, according to co-CEO Yakir Gola.
By Bryan Wassel • Sept. 18, 2025 -
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What department should CX be in? ‘It depends.’
When deciding where the function should reside, leaders should consider the team's capabilities and responsibilities, CX leadership, the CEO and the organization, Forrester’s Judy Weader said.
By Kristen Doerer • Sept. 17, 2025 -
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Consumer confidence falls on dimming outlook for labor market
“After months of a frozen job market with little hiring outside of healthcare, people now see more industries turning to layoffs,” Navy Federal Credit Union Chief Economist Heather Long said.
By Jim Tyson • Sept. 16, 2025 -
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Rent the Runway says its CX efforts are paying off. The financials aren’t as rosy.
The clothing rental company saw active subscriber growth and NPS improvements, but it reported a net loss of $26.4 million and increased prices for subscriptions.
By Kristen Doerer • Sept. 16, 2025 -
Courtesy of Einstein Bros. Bagels
Einstein Bros. Bagels elevates store template
The bagel chain is the latest restaurant brand to prioritize warmth and a separation between digital pickup and in-store channels in its store design.
By Aneurin Canham-Clyne • Sept. 12, 2025 -
Courtesy of Cracker Barrel
Cracker Barrel halts remodels after logo backlash, lackluster test
The chain only remodeled four stores before deciding to discontinue its reimage efforts, which drew the ire of loyal customers.
By Aneurin Canham-Clyne • Sept. 11, 2025 -
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Trump DOT nixes compensation requirement for airline delays and cancellations
The Trump administration is rolling back Biden-era consumer protections, including those that had yet to take off.
By Kristen Doerer • Sept. 9, 2025 -
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How 1-800-Flowers plans to revitalize its experience, loyalty program
The gift retailer has fallen behind with regards to customer expectations and technology changes, according to CEO Adolfo Villagomez.
By Bryan Wassel • Sept. 9, 2025 -
Courtesy of Starbucks
An inside look at Starbucks’ coffeehouse redesign
With 1,000 renovations and new builds set to incorporate warmer colors, more seating and experiential changes, Starbucks may be on its way to physically restoring its coffeehouse-vibe.
By Aneurin Canham-Clyne • Sept. 8, 2025 -
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Best Buy, Uber Eats partner on same-day delivery, scheduled drop-offs
Shoppers can use the Uber Eats app to have electronics delivered from over 800 of the retailer’s locations.
By Tatiana Walk-Morris • Sept. 5, 2025 -
Spencer Platt via Getty Images
Consumer sentiment declines as price sensitivity persists
Consumers are tightening their purse strings and prioritizing essentials while cutting back on discretionary goods.
By Kristen Doerer • Sept. 5, 2025 -
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How to communicate with customers about tariffs
An understanding of your customers’ needs and a sound crisis communications plan are key to navigate ever-changing trade policies.
By Michael Brady • Sept. 4, 2025 -
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Macy’s reimagined stores continue to outperform in sales and NPS
The retailer needs to ensure it delivers a better experience while investing in sales growth and improving the bottom line, according to CEO Tony Spring.
By Bryan Wassel • Sept. 3, 2025 -
Courtesy of DSW Designer Shoe Warehouse
How DSW’s new brand platform showcases the fun of in-person shopping
Created with Crispin, “Let Us Surprise You” celebrates the in-store experience, as the shoe retailer does 70% of its business in person.
By Chris Kelly • Sept. 3, 2025 -
Mario Tama / Staff via Getty Images
How 3 quick-service restaurants are looking to CX to revive traffic
Wendy’s is focusing on operations, McDonald’s on loyalty and Taco Bell on digital ordering. How can each approach keep customers coming back?
By Bryan Wassel • Sept. 2, 2025 -
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Consumer confidence dips on anxiety about jobs, income: Conference Board
The average 12-month expectation for inflation jumped to 6.2% this month from 5.7% in July, the Conference Board found in a consumer survey.
By Jim Tyson • Aug. 28, 2025 -
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Most businesses expect CX budgets to match, exceed inflation
CX teams plan to invest more in technology and team-led initiatives while spending less on third-party service providers, according to Forrester.
By Michael Brady • Aug. 28, 2025
