Strategy: Page 13

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    Customer service leaders to prioritize customer journey analytics in 2024

    As customer journey analytics become more affordable and accessible, more leaders are investing in the service.

    By • Feb. 7, 2024
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    Verizon’s first-ever customer experience officer aims to simplify plan shopping

    Brian Higgins will oversee the telecommunication provider’s new CX organization, which has an initial goal of simplifying Verizon’s myPlan service.

    By • Feb. 6, 2024
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    Trendline

    Loyalty

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

    By CX Dive staff
  • Southwest Airlines' redesigned cabin features deep blues and new seats with electronic device holders.
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    Courtesy of Southwest Airlines
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    Southwest redesigns cabins, seats for CX refresh

    The airline’s latest customer experience initiatives bring deep blue tones and sky blue accents to its cabin and adjustable headrests to its seats.

    By • Feb. 5, 2024
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    Courtesy of Kellanova
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    Why Kellanova turned to customer-provided data to bolster personalization

    Companies like Kellanova are turning to zero-party and first-party data to deeply understand and engage their customers as privacy standards change. 

    By Rosalyn Page • Feb. 5, 2024
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    Sweetgreen adds annual loyalty subscription for $100

    Enrollment in the company’s rewards program was up 25% during the back half of 2023, and an annual option could further accelerate membership growth.

    By Aneurin Canham-Clyne • Feb. 5, 2024
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    Aisles Abroad: How grocers overseas are innovating checkout experiences

    From paying with smiles to personalized pricing for scan-and-go, here’s how grocers outside the U.S. are offering different ways to shop and pay. 

    By Catherine Douglas Moran • Feb. 2, 2024
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    fizkes via Getty Images
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    Bad experiences are costing businesses $3.7 trillion

    Half of consumers said they would reduce or stop spending at a business after a bad experience, according to new research from Qualtrics XM Institute.

    By • Feb. 1, 2024
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    Where CX is headed in 2024

    CX Dive gathered stories that detail the trends and challenges for CX leaders in the year ahead.

    By • Jan. 31, 2024
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    What makes for a good CX tech stack in 2024?

    Each company has different tech needs, but here are some guiding principles to create the optimal tech stack.

    By • Jan. 31, 2024
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    What makes or breaks grocery e-commerce experiences

    Shoppers turn to e-commerce for convenience and efficiency. Grocers that delivered on those promises — Target, Walmart, and Albertsons — rose to the top of a new Ipsos survey.  

    By • Jan. 30, 2024
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    Courtesy of Rachel Malish
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    On Special: How grocers are beefing up in-store experience with meat counters

    With fresh meat sales outpacing processed meats, offering a full-service counter could give grocers an edge and draw in more customers. 

    By Peyton Bigora • Jan. 30, 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’s CX initiatives pay off in Q4 earnings report

    Improvements to its in-flight Wi-Fi capabilities, a revamped loyalty program and a new bag-tracking feature were among the airline’s CX initiatives.

    By • Jan. 29, 2024
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    iStock via Getty Images
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    University of Utah Health doubled patient feedback for actionable insight

    The healthcare provider was able to collect and analyze patients’ comments at scale after implementing an experience management system.

    By • Jan. 26, 2024
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    Andrew Burton via Getty Images
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    Potbelly expands loyalty redemption options

    The sandwich chain added dessert and side items to its redemption options and implemented spend-based tiers in its rewards platform. 

    By Aneurin Canham-Clyne • Jan. 26, 2024
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    Caitlin Mullen/CX Dive
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    Klarna adds subscription plan

    With an IPO on the horizon, the buy now, pay later firm is offering customers a subscription service for $7.99 per month.

    By Caitlin Mullen • Jan. 26, 2024
  • Passengers check in for United Airlines flights at O'Hare International Airport.
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    Scott Olson via Getty Images
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    United Airlines’ investments in CX pay off as NPS rises

    “Thanksgiving and the entire fourth quarter had the highest NPS scores in our post-pandemic history,” President Brett Hart said.

    By • Jan. 24, 2024
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    Stock via Getty Images
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    Loyalty programs use gamification to engage customers post-purchase

    Brands are looking to sustain long-term loyalty by encouraging customers to engage with them beyond purchases.

    By • Jan. 24, 2024
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    Truist pushes self-service as mobile dominates total transactions

    Mobile accounts for more than 3 in 5 Truist bank transactions, CEO Bill Rodgers said on a recent earnings call.

    By • Jan. 23, 2024
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    Hyatt teams up with MasterClass, Headspace on new brand platform

    Bolstered by guest demand, Hyatt’s “Be More Here” campaign aims to provide unique well-being amenities, including in-room education and relaxation content.

    By Jenna Walters • Jan. 23, 2024
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    With customers wary of AI, KPMG urges companies to get implementation right

    Businesses tout the value that AI can bring to the customer experience, but its implementation can easily backfire without trust.

    By • Jan. 22, 2024
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    How CIOs can respond to AI vendor red flags

    Companies expect generative AI implementations to trim costs or improve user experiences. But not every tool can deliver on its promises.

    By Lindsey Wilkinson • Jan. 22, 2024
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    Generative AI, looming over CX tech, raises the stakes for delivering results

    There’s a push for CX leaders to adopt generative AI, but they must balance the demand for innovation with the ongoing drive to pair back already bloated CX tech stacks.

    By Rosalyn Page • Jan. 22, 2024
  • An unhappy customer gives negative feedback in an online survey.
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    Net promoter scores dropped in most industries in 2023, Forrester finds

    Twice as many brands saw a decrease in their net promoter score compared with 2022, Forrester finds.

    By • Jan. 19, 2024
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    Consumer satisfaction with car buying experience the highest since 2020

    Larger inventories, higher discounts and more streamlined purchasing experiences are making it easier and faster for consumers to get into a new vehicle, a Cox Automotive survey found.

    By Michael Brady • Jan. 19, 2024
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    Businesses say generative AI in CX has improved ROI

    Generative AI has immense value, but businesses need to implement it thoughtfully, experts told CX Dive.

    By • Jan. 17, 2024