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 Kristen Doerer • Jan. 22, 2024

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

Explore the Trendline➔

Loyalty

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

By CX Dive staff

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

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 Kristen Doerer • Jan. 19, 2024

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

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 Kristen Doerer • Jan. 17, 2024

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

What’s behind the overall decline in CX quality

Businesses are falling short on meeting customer expectations.

By Kristen Doerer • Jan. 16, 2024

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 Kristen Doerer • Jan. 11, 2024

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

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 Bryan Wassel , Kristen Doerer • Jan. 10, 2024

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 Kristen Doerer • Jan. 8, 2024

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 Kristen Doerer • Jan. 5, 2024

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

Poor website experiences are costing businesses

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

By Kristen Doerer • Dec. 22, 2023

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

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 Kristen Doerer • Dec. 21, 2023

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 Bryan Wassel • Dec. 20, 2023

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 Bryan Wassel • Dec. 19, 2023

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 Kristen Doerer • Dec. 18, 2023

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 Kristen Doerer • Dec. 15, 2023

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

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 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 Kristen Doerer • Dec. 13, 2023

‘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 Kristen Doerer • Dec. 13, 2023