Strategy

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    Are organizations providing accessible digital experiences?

    Research shows businesses are missing an opportunity to embed accessibility in the design process, which can result in better products and reduce costs.

    By • May 16, 2024
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    Kevin Dietsch via Getty Images
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    Supreme Court upholds CFPB’s funding structure

    The 7-2 ruling puts an end to a case that threatened the Consumer Financial Protection Bureau’s existence.

    By Dan Ennis • May 16, 2024
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    Trendline

    Top 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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    Mario Tama via Getty Images
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    Airlines sue to block DOT ‘junk fees’ rule

    While the Department of Transportation says its rule will protect customers from surprise fees, U.S. airlines argue such regulations will confuse consumers.

    By • May 14, 2024
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    Opinion

    Why digital product passports are tailor-made for CX

    While DPPs are part of the European Union’s larger plan to increase sustainable manufacturing practices, they also offer retailers a massive opportunity to engage with customers.

    By Lars Rensing • May 14, 2024
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    LuisPortugal/Getty Images Plus via Getty Images
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    Why CX penalties hit organizations long after a cyber incident

    “Even though there’s a high possibility that brand value can go down after a major incident, having reputational capital with customers helps them forgive the business,” an expert told CX Dive.

    By Rosalyn Page • May 13, 2024
  • CFPB Director Rohit Chopra sitting on a panel next to Secretary of Transportation Pete Buttigieg.
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    CFPB, DOT take aim at airline rewards

    The two agencies raised concerns that airlines and card companies could arbitrarily devalue points accrued in their joint rewards programs, amounting to a bait-and-switch for customers.

    By James Pothen • May 10, 2024
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    Justin Sullivan via Getty Images
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    California bans hidden fees starting July 1

    The state will require businesses to include all mandatory fees in listed prices, making it harder for restaurants to impose service charges.

    By Aneurin Canham-Clyne • May 10, 2024
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    Brandon Bell via Getty Images
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    Southwest, Delta lead among airlines for customer satisfaction

    Substantial investments in staff last year separated the two top-performing carriers from other airlines, according to J.D. Power.

    By • May 9, 2024
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    Derek White via Getty Images
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    How Aflac built a customer-centric business culture

    Placing customers at the center of everything they do is paramount for the insurance company, whether it’s simple transactional interactions or more complex claim assistance. 

    By Rosalyn Page • May 9, 2024
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    Spencer Platt via Getty Images
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    The Gen Z traveler has landed: Here’s what the numbers say

    Consumer expectations are evolving as many seek out opportunities to make up for time lost during the pandemic, per a recent PMG report.

    By Sara Karlovitch • May 9, 2024
  • A Southwest Airlines employee assists a passenger during their check-in at the Austin-Bergstrom International Airport on April 18, 2023, in Austin, Texas.
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    Brandon Bell via Getty Images
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    Southwest adds loyalty member benefits, expands point-spending flexibility

    The carrier now allows enrolled customers use a combination of points and cash to book flights as well as hotel stays.

    By • May 8, 2024
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    Starbucks needs to focus on experience, not transactions, former CEO says

    Howard Schultz called on the coffee chain's executives to “spend more time with those who wear the green apron” and to better understand customer needs. 

    By • May 6, 2024
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    Why survey begging leads to unreliable data — and what to do instead

    “People want to be heard,” one expert told CX Dive. “You don't necessarily need to incentivize them.”

    By S.L. Fuller • May 6, 2024
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    Eric Thayer via Getty Images
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    Ford invests in dealer education to improve customer experience

    With Ford University, the automaker is banking on highly informed dealers to serve as guides to customers throughout the buying process.

    By • May 3, 2024
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    Mario Tama via Getty Images
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    Airline staffing and customer satisfaction reach new highs. It’s no coincidence.

    “Three of the four factors of why airlines are doing well have to do with employees,” a Deloitte Digital analyst said.

    By • May 2, 2024
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    Courtesy of Domino's
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    Domino’s Q1 US sales driven by loyalty, promotions

    Domestic comps rose 5.6%, the highest increase since 2021, due to rewards member growth, successful marketing campaigns and improved operations.

    By Julie Littman • May 1, 2024
  • Block letters on wood paneling and a small sign jutting from a light stone building all read "J. Jill," above a store window.
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    Daphne Howland/CX Dive
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    J. Jill to elevate customer service in some stores

    The retailer’s multifaceted “One Wardrobe. No Limits” effort is based on research revealing women’s frustration with the clothes in their closets.

    By Daphne Howland • April 30, 2024
  • A person holds a smart phone on the IRS Direct File page in front of the Internal Revenue Service Building.
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    Tasos Katopodis via Getty Images
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    IRS’ Direct File pilot earns high user satisfaction

    Nine in 10 users of the free tax filing pilot ranked their experience as “excellent” or “above average,” according to a General Services Administration Touchpoints survey.

    By • April 29, 2024
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    Quinn Rooney via Getty Images
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    Effective or creepy? How to offer personalization while maintaining trust

    Customers enjoy personalization, “but only when they feel like the main purpose of it is to improve their experience,” one expert told CX Dive.

    By S.L. Fuller • April 29, 2024
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    Tirachard via Getty Images
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    Influencers sway consumers but authenticity loses some clout, study says

    Attitudes toward AI creators are mixed, and only 35% of Gen Zers say authenticity is what they care most about from influencers.

    By Aaron Baar • April 26, 2024
  • A bank of windows below a red sign that says "Chipotle." A man stands in the background inside the restaurant.
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    Justin Sullivan via Getty Images
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    Chipotle makes order fulfillment, not fancier tech, its top CX focus

    Faster order speed is “one of those things that cascades into everything being a lot better,” CEO Brian Niccol said.

    By • April 25, 2024
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    Sam Silverstein/CX Dive
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    How Giant Food revamped its loyalty program

    Private label is playing a starring role as the East Coast grocer looks to boost engagement with shoppers and demonstrate a commitment to value.

    By Sam Silverstein • April 25, 2024
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    Portra via Getty Images
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    How frictionless experiences can grow loyalty

    Ease of use stands out as a particularly strong loyalty driver when evaluating a good brand experience, a Mailchimp survey found.

    By • April 24, 2024
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    Albertsons loyalty grows as it pushes ‘customers for life’

    The grocery grew its loyalty program 16% during its last quarter and now reaches nearly 40 million members. 

    By • April 24, 2024
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    Catherine Douglas Moran/CX Dive
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    Walmart removes self-checkout from select stores

    The retailer joins other Target, Dollar General and other chains in recalibrating its reliance on self-service and rethinking the checkout experience.

    By • April 23, 2024