Strategy: Page 14

  • Three panelists at a conference session.
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    Catherine Douglas Moran/CX Dive
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    Schnucks’ execs talk the art of customer relations

    Two of the grocers’ executives shared at the National Retail Federation’s Big Show how the chain is finding the right balance with technology to build relationships with its customers and workers.

    By Catherine Douglas Moran • Jan. 17, 2024
  • User rates her xperience or product online,
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    anyaberkut via Getty Images
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    What’s behind the overall decline in CX quality

    Businesses are falling short on meeting customer expectations.

    By • Jan. 16, 2024
  • A person opens a package and reads a note. Explore the Trendline➔
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    blackCAT via Getty Images
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    Trendline

    Loyalty

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

    By CX Dive staff
  • A woman stands in a supermarket aisle.
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    Adene Sanchez via Getty Images
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    Consumer trust continues to decline, survey finds

    Uncertainty brought on by the pandemic as well as the lack of trust among Gen Z consumers is behind the decline, Qualtrics XM Institute found.

    By • Jan. 11, 2024
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    Permission granted by Chobani
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    Chobani names PepsiCo executive as chief customer officer

    John Frost will help the Greek yogurt giant grow its business and integrate its recently acquired La Colombe coffee brand.

    By Christopher Doering • Jan. 11, 2024
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    Dilok Klaisataporn via Getty Images
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    5 CX trends to watch in 2024

    Customer experience leaders will wrestle stark challenges in 2024, from navigating how to implement generative AI to increasing personalization while maintaining customer trust.

    By , • Jan. 10, 2024
  • A headshot of Khozema Shipchandler
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    Courtesy of Twilio
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    Twilio appoints new CEO after co-founder steps down

    Khozema Shipchandler took over leadership of the customer engagement platform company as activist shareholders demanded drastic changes.

    By • Jan. 8, 2024
  • The Dow Chemical logo is shown on a building in downtown Midland, home of the Dow Chemical Company corporate headquarters, on Dec. 10, 2015, in Midland, Michigan.
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    Bill Pugliano via Getty Images
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    How Dow grew customer satisfaction in support services

    By using voice of the customer insights, Dow identified problem areas in its support services and revamped its CX strategy.

    By • Jan. 5, 2024
  • Employees work on laptops in the office, using generative AI tools
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    gorodenkoff via Getty Images
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    How to build — and develop — long-term customer relationships

    Instead of fixating on short-term metrics or broad market share, Safe Software focuses on the lasting value that comes from building community.

    By Rosalyn Page • Jan. 4, 2024
  • A man is on his laptop and is having problems buying an item online with a credit card. He sits at the kitchen table with breakfast.
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    nortonrsx via Getty Images
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    Poor website experiences are costing businesses

    Consumers abandon an average of five purchases every year due to poor websites, a Storyblok survey found.

    By • Dec. 22, 2023
  • Dark branches fan out on each side of a grey and white Ulta location, beneath a pale blue sky.
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    Daphne Howland/CX Dive
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    Ulta Beauty to expand and refresh loyalty program

    The loyalty program, which has over 42 million active members, will launch in January with a new name and an enhanced birthday gift experience.

    By Nate Delesline III • Dec. 21, 2023
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    Kevin Dietsch / Staff via Getty Images
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    For Southwest’s first chief customer officer, his No. 1 concern is trust

    Tony Roach spoke with CX Dive about the lessons learned from last year’s holiday travel fiasco, and what the airline is doing to illustrate improvements to customers.

    By • Dec. 21, 2023
  • A closeup of a holiday tree with lights and ornaments.
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    "Bridgeport Mall Christmas Tree" by Sardonic G is licensed under CC BY 2.0
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    The biggest CX lessons of the 2023 holiday season

    The holidays are drawing to a close, but it’s never too early to start preparing for next year.

    By • Dec. 20, 2023
  • A man checks his phone as he shops
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    miniseries via Getty Images
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    What draws customers into stores?

    Consumers place a premium on retail that cultivates an atmosphere of discovery and community, research from Mood Media found. Scents even play a role. 

    By • Dec. 19, 2023
  • Person sits on a couch shopping on an iPad next to a Christmas tree.
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    Anchiy via Getty Images
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    How to maintain trust in the holiday cyberthreat season

    Trust is a cornerstone of a good experience, and retailers need to reassure customers that their data is safe during the holidays.

    By • Dec. 18, 2023
  • An Internal Revenue Service building.
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    Chip Somodevilla via Getty Images
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    IRS wants to make it easier for you to pay your taxes

    The agency, as it puts a renewed focus on taxpayer experience, is piloting its own tax filing software.

    By • Dec. 15, 2023
  • An image of a customer entering a Cava restaurant.
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    Mario Tama via Getty Images
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    Q&A

    Cava is bolstering customization through catering, loyalty strategy

    The Mediterranean fast casual is looking to deepen engagement with existing customers and win new fans by expanding its catering and introducing a new loyalty program.

    By Emma Liem Beckett • Dec. 15, 2023
  • An over-the-shoulder shot of a person using a smartphone to check the balance of a digital wallet while standing on a city street at night.
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    gorodenkoff via Getty Images
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    Google Pay to launch buy now, pay later pilot

    The tech giant tapped Affirm and Zip to pilot installment payment options through Google Pay.

    By Caitlin Mullen • Dec. 14, 2023
  • Hyundai vehicles displayed for sale at a new car dealership.
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    Justin Sullivan/Staff/Getty Images North America via Getty Images
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    Hyundai creates CX division, combining retail and after-sales

    Michel Poirier will lead the division, which was created in an effort to streamline the automaker’s CX efforts.

    By • Dec. 13, 2023
  • Tourists walk past the headquarters of the Internal Revenue Service near the National Mall on April 7, 2023 in Washington, DC.
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    Chip Somodevilla via Getty Images
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    ‘An easy fix’: IRS expands callback option

    “We like to say, the era of listening to elevator music to get a hold of the IRS is over,” IRS Commissioner Daniel Werfel said.

    By • Dec. 13, 2023
  • An image of an experimental McDonald's unit near Forth Worth, Texas
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    Courtesy of McDonald's
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    McDonald’s orders up data-powered CX improvements

    Information from hundreds of millions of customers will enable greater personalization and power smarter in-store generative AI features.

    By • Dec. 12, 2023
  • The exterior of the Veterans Affairs Hospital in New York City.
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    Spencer Platt/Getty Images via Getty Images
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    4 in 5 vets trust the VA. The secret lies in employee experience

    The VA found that where employees felt more engaged, patients tended to report that their healthcare provider was attentive to their needs.

    By • Dec. 12, 2023
  • A retail store with J.Jill branding depicted from the sidewalk, featuring large planters.
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    Courtesy of J.Jill
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    How J. Jill nurtured brand loyalty through customer connection

    When it comes to strengthening loyalty, CX is a key ingredient. So what lessons should brands apply at a time of overwhelming choice and heavy competition?

    By Rosalyn Page • Dec. 11, 2023
  • People speaking during a conference event.
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    sanjeri via Getty Images
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    Is an ‘employee experience winter’ coming?

    Investing in the workforce can improve the customer experience, one Forrester analyst said: “Happy employees lead to happy customers.” 

    By Jen A. Miller • Dec. 11, 2023
  • An unhappy customer gives negative feedback in an online survey.
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    Tero Vesalainen via Getty Images
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    Most leaders think they offer great experiences, but customers beg to differ

    Executives believe they have mastered CX, but the gap between their perception and how consumers feel is wide.

    By • Dec. 8, 2023
  • Modern business team discussing new ideas at the office.
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    filadendron via Getty Images
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    CX leaders are moving up the C-suite hierarchy

    Customer-obsessed businesses are elevating CX in the org chart to give it the visibility, resources and C-suite attention it needs, one Forrester analyst said.

    By • Dec. 6, 2023