Brick-and-mortar holiday shopping still reigns, but customers look online for ideas

While online shopping aids with discovery, the ability to experience a product drives customers to stores, EY-Parthenon found.

By Kristen Doerer • Nov. 20, 2024

The power of grocery brands that consumers ‘love’

Retailers with fan-favorite food brands see stronger loyalty and higher wallet share, Bain & Company found in a new report.

By Catherine Douglas Moran • Nov. 20, 2024

Explore the Trendline➔

Loyalty

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

By CX Dive staff

How to maintain customer trust while deploying AI

To address customer distrust of generative AI, experts urge businesses to establish governance plans and pick and choose use cases.

By Kristen Doerer • Nov. 19, 2024

Spirit Airlines reassures customers as it files for bankruptcy

Failed mergers, changing consumer preferences and mounting debt all contributed to the airline’s financial struggles.

By Kristen Doerer • Nov. 18, 2024

Why Church’s launched a loyalty program for its value-seeking customers

Church’s Texas Chicken is one of a growing number of companies that have launched or revamped loyalty programs with a focus on sourcing more value for members. 

By Michael Brady • Nov. 18, 2024

Subway’s newest design focuses on improving the dining room experience

During concept testing, guests said the Fresh Forward 2.0 image, which includes warmer wood tones and improved lighting, increased their chances of eating inside a Subway.

By Julie Littman • Nov. 15, 2024

Alaska Airlines names digital, guest experience leaders

The airline appointed the CX executives as it looks to deepen its value following its acquisition of Hawaiian Airlines in September.

By Kristen Doerer • Nov. 14, 2024

How retailers are making it harder to shop, just in time for the holidays

Thwarting customers, in stores or online, isn’t any way to make a sale.

By Daphne Howland • Nov. 14, 2024

What CX experts are watching in Trump’s second term

The president-elect promised to shake up the status quo, reshape the federal government and pursue economic policies with wide-ranging implications for business and consumers alike.

By Kristen Doerer , Bryan Wassel • Nov. 14, 2024

Satisfaction with federal government services climbs to 7-year high

The growth in satisfaction scores is the result of a yearslong effort to improve citizens’ experiences when accessing federal government services.

By Kristen Doerer • Nov. 13, 2024

Home Depot caters to professional contractors with CX role

The home improvement retailer created a professional customer-focused manager position for stores and increased the variety of products available for faster delivery.

By Bryan Wassel • Nov. 12, 2024

Expedia Group boosts app user experience, loyalty offerings

The travel booking app now uses AI to summarize reviews and offer customers detailed property information.

By Bryan Wassel • Nov. 8, 2024

FTC orders Sitejabber to stop misleading customers with reviews

The agency alleges the online platform published reviews from customers who hadn’t received or experienced the product or service being reviewed.

By Kristen Doerer • Nov. 7, 2024

What’s the future of consumer protections under the next president?

While Vice President Kamala Harris promises to protect consumers from junk fees and fraud, former President Donald Trump pledges to expand his deregulation policy.

By Kristen Doerer • Nov. 5, 2024

Why CX is becoming the new priority for CIOs

Bojangles CIO Richard Del Valle witnessed the priority shift first hand as his team pivoted from operating as an infrastructure- to a guest-focused IT team.

By Rosalyn Page • Nov. 4, 2024

Starbucks brews CX plans to improve in-store, mobile ordering

The company is building faster order fulfillment, revamping in-store ambiance and bringing back Sharpies to improve customer experience.

By Bryan Wassel • Oct. 31, 2024

As Election Day approaches, what’s the future of federal CX?

While both Vice President Kamala Harris and former President Donald Trump have a record of supporting federal CX initiatives, they have differing priorities.

By Kristen Doerer • Oct. 31, 2024

McDonald’s boasts faster drive-thru order times, higher satisfaction in Q3

The restaurant will expand its Ready on Arrival system to six major markets to help speed up mobile order fulfillment.

By Bryan Wassel • Oct. 30, 2024

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 Kristen Doerer • Oct. 29, 2024

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

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 Bryan Wassel • Oct. 28, 2024

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 Bryan Wassel • Oct. 28, 2024

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 Kristen Doerer • Oct. 25, 2024

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 Bryan Wassel • Oct. 24, 2024

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