Strategy: Page 10
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Bloomin’ Brands turns to Delta executive to lead the company amid CX push
Delta COO Mike Spanos can apply his customer experience expertise to help turn around sales at the restaurant company’s struggling brands.
By Bryan Wassel • Aug. 27, 2024 -
Courtesy of Walmart
Walmart adds its first dining benefit to Walmart+ loyalty program
Amazon made a similar move in May, offering Prime members a free annual Grubhub+ membership.
By Nate Delesline III • Aug. 27, 2024 -
Explore the Trendline➔
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TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
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Credit card holders want simple cash-back rewards, study finds
With mounting financial pressures, credit card holders and loyalty members alike are seeking simple, cash-back rewards.
By Kristen Doerer • Aug. 27, 2024 -
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How the federal government became a CX champion
From the Consumer Protection Bureau to the Federal Trade Commission, federal agencies have made protecting customers and improving CX a priority.
By Kristen Doerer • Aug. 26, 2024 -
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Amazon allowing sellers to ditch physical returns
The offering for Fulfillment by Amazon users helps them avoid fees by simply having customers keep items, the company said.
By Max Garland • Aug. 23, 2024 -
The image by Renegomezphotography is licensed under CC BY-SA 4.0
Judge strikes down FTC noncompete ban nationwide
The ruling comes just 15 days prior to the ban’s Sept. 4 effective date.
By Ryan Golden • Updated Aug. 21, 2024 -
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FTC raised stakes for fake reviews, but CX leaders have a role to play
The Federal Trade Commission's finalized rule allows the agency to penalize bad actors, but businesses can still do more to combat fake reviews on their own sites.
By Kristen Doerer • Aug. 23, 2024 -
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What the FTC’s fake reviews rule means for CX
Businesses and consumer rights groups welcomed the intervention, which experts said will make it easier to penalize bad actors.
By Kristen Doerer • Aug. 22, 2024 -
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Self-service often falls flat. Here’s how CX leaders can fix it.
Only 14% of customer service issues are fully resolved in self-service, Gartner found. This frustrates not just customers, but agents as well.
By Bryan Wassel • Aug. 21, 2024 -
"HK TKO zh:將軍澳 Tseung Kwan O PopCorn mall shop in January 2022" by CAHOGNSUIE 202 KADPA is licensed under CC BY-SA 4.0
Amid gloomy outlook, Estée Lauder looks to offer high-touch digital CX
The company is aiming to engage with new customers through helpful content and services as it sets out to reverse a sales decline.
By Kristen Doerer • Aug. 20, 2024 -
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Walgreens taps retail and CX leaders amid turnaround effort
As Walgreens works to reboot its business, the company sees its new appointments as critical to its efforts to improve front of the store and omnichannel experience.
By Kristen Doerer • Aug. 19, 2024 -
Courtesy of Reebok
Reebok debuts fitness app in user experience push
The subscription-based Reebok Fitness app features on-demand workouts, nutritional guidance and the ability to connect with other users.
By Tatiana Walk-Morris • Aug. 19, 2024 -
Michael M. Santiago via Getty Images
Customer satisfaction dips, deviating from years of growth, ACSI found
The change could be the result of customer expectations leveling out after the pandemic, the impact of higher prices or a sign of inefficient CX practices, experts say.
By Kristen Doerer • Aug. 19, 2024 -
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Will Brian Niccol’s CX success as CEO of Chipotle translate to Starbucks?
The executive spearheaded mobile ordering upgrades and better order fulfillment at Chipotle. Experts say the same lessons could improve CX at Starbucks.
By Bryan Wassel • Aug. 19, 2024 -
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CFPB to scour banks’ chatbot use in White House initiative
A year after its order to fight "junk fees,” the CFPB is tasked with rooting out time-wasting “doom loops.”
By Dan Ennis • Aug. 16, 2024 -
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Beyond cookies: Examples of how CX leaders are collecting customer data
Though cookies are sticking around, CX leaders are exploring different methods of collecting customer information, from zero- and first-party data to data clean rooms.
By Kristen Doerer • Aug. 16, 2024 -
Joe Raedle / Staff via Getty Images
Walmart used AI to crunch 850M product data points and improve CX
“We're finding tangible ways to leverage generative AI to improve the customer, member and associate experience,” Walmart CEO Doug McMillon said.
By Bryan Wassel • Aug. 15, 2024 -
Brandon Bell / Staff via Getty Images
Why Delta focuses on change management in CX technology rollouts
Good change management starts by identifying where the experience is falling short and introducing technology as a solution — not the other way around, Delta’s Amin Lalani said.
By Bryan Wassel • Aug. 15, 2024 -
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FTC finalizes rule to prohibit sale or purchase of fake reviews
The rule prohibits businesses from buying reviews or testimonials, whether positive or negative, as well as the suppression of reviews.
By Kristen Doerer • Aug. 14, 2024 -
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Where CX leaders should spend their budgets
For all the talk of AI, experts urge businesses to invest in CX basics with an eye on strategic objectives — not technology.
By Kristen Doerer • Aug. 14, 2024 -
Permission granted by Ace Hardware
Ace Hardware’s new store model to be ‘immersive shopping experience that you can’t find anywhere else’
The retailer's vice president of merchandising spoke about how the company is prioritizing innovation and community.
By Nate Delesline III • Aug. 13, 2024 -
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Where CX teams are investing their budgets
Optimistic about growing budgets in the year ahead, CX leaders are prioritizing technological investments and team-led initiatives, according to Forrester.
By Kristen Doerer • Aug. 12, 2024 -
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Why CX leaders struggle to demonstrate ROI and what to do about it
CX leaders too often fail to connect their metrics and initiatives to business objectives. But investments in data analytics, generative AI and CX basics are beginning to pay off.
By Kristen Doerer • Aug. 9, 2024 -
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How to navigate the overlap of CX and marketing responsibilities
As CX grows beyond its marketing roots, the two functions are tasked with figuring out how they can work side by side.
By S.L. Fuller • Aug. 8, 2024 -
Permission granted by Shake Shack
Shake Shack’s drive-thru times are way too long, CEO says
Customers have to wait twice as long as they should in the key service area, CEO Rob Lynch said. To speed things up, the company is taking steps like combining menu items.
By Julie Littman • Aug. 8, 2024
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