Lyft boosts bottom line with premium rides, economy options

The ride hailing company is taking a “customer-obsessed” approach to its offerings, prioritizing choice for women and nonbinary riders. 

By Bryan Wassel • Nov. 14, 2023

H&R Block vows to make tax filing easier in bid to acquire customers

The company is pushing app experience improvements ahead of the 2024 tax season amid worries the IRS will launch its own free tax filing app.

By Kristen Doerer • Nov. 14, 2023

Explore the Trendline➔

Loyalty

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

By CX Dive staff

Order up! How grocers are replicating the restaurant experience in retail

As the gap widens between grocery and restaurant prices, food retailers see an opportunity to turn up the heat on their made-to-order meals to lure cost-conscious consumers.

By Catherine Douglas Moran • Nov. 14, 2023

Want good customer experience? Improve your employee experience.

MIT Technology Review Insights found that employees are looking for the same things as customers from a brand: personalization, values and efficiency.

By Kristen Doerer • Updated Nov. 13, 2023

EBay focuses on buyer, seller experiences as demand lags

Live shopping and generative AI-powered product listings are helping improve the experience for buyers and sellers alike.

By Bryan Wassel • Nov. 10, 2023

How retailers can harness AI to transform Black Friday shopping

Holiday shopping can be a stressful time for consumers and a single bad experience — like incorrect information online or shipping delays — can cause a brand to lose a customer for life. 

By Riad Hijal • Nov. 10, 2023

Warby Parker invests in tech for holistic customer experience

The vision care retailer is investing in its digital capabilities as it pursues a stronger tech stack, better user experiences and productivity gains. 

By Lindsey Wilkinson , Kristen Doerer • Nov. 9, 2023

Walmart adds sensory-friendly hours to all stores

What started as a Saturday morning pilot during the back-to-school season has become a permanent daily feature across the retailer’s fleet.

By Tatiana Walk-Morris • Nov. 9, 2023

What PXG learned from measuring customer satisfaction

For every point increase in satisfaction at Parsons Xtreme Golf, there was an increase in the odds of a customer making a purchase.

By Rosalyn Page • Nov. 7, 2023

6 CX trends to boost ROI and retain customers

The recognition that customer experience is essential to business performance has led to its boom. Across industries, companies are investing in solutions to enhance customer interactions and increase brand loyalty.

By Kristen Doerer , Bryan Wassel • Nov. 6, 2023

Southwest Airlines to fuel growing customer engagement with loyalty perks

The company has recovered from a tumultuous spate of flight cancellations in late 2023 with a renewed focus on the customer experience.

By Bryan Wassel • Nov. 3, 2023

FedEx to integrate customer platforms, expand European rewards program

The logistics giant’s chief customer officer says combining its customer service, marketing and sales platforms will make supply chains more efficient.

By Kristen Doerer • Oct. 30, 2023

Half of largest global firms will report CX metrics, Forrester predicts

Only 5% of large global firms, however, will link customer experience metrics to the company’s financials, the analyst firm said.

By Kristen Doerer • Oct. 25, 2023

Frontier names head of customer care as frequent flyer program gets a refresh

CFO James Dempsey moved to a customer-oriented strategy role as the company rethinks reward tiers in pursuit of loyalty.

By Naomi Eide • Oct. 24, 2023

Brand loyalty slides as consumers ask for more

Falling brand loyalty isn’t a reason to despair. In fact, it has returned to 2021 levels.

By Kristen Doerer • Oct. 23, 2023

How Capital One unlocked enterprise data, self-service workflows

Data democratization depends on organizational realignment as well as tech solutions, according to the company.

By Matt Ashare • Oct. 4, 2023

Discover finds tech upskilling model in Chicago customer care hub

The company looks at the Chatham call center and technology hub as a model for site selections, hiring procedures, customer service experience and community development.

By Lindsey Wilkinson • Aug. 11, 2023

Where Papa Johns implements AI

The company focuses on improving efficiency while tuning systems when the stakes are high, Papa Johns’ Justin Falciola said. 

By Lindsey Wilkinson • Aug. 1, 2023