5 customer experience predictions for 2025

Analysts expect boosts in budgets, an overreliance on metrics without actions to match and failing efforts to improve accessibility.

By Kristen Doerer , Bryan Wassel • Dec. 17, 2024

Target launches generative AI gift finder

The Bullseye Gift Finder debuted with a focus on toys and provides shoppers with personalized product recommendations. 

By Tatiana Walk-Morris • Dec. 12, 2024

Explore the Trendline➔

Technology

In this Trendline, CX Dive explores what technology businesses are investing in to improve CX and examples of successful rollouts.

By CX Dive staff

Slow website? It’ll cost you.

Three-quarters of consumers have simply abandoned a cart because of a slow website, Liquid Web found.

By Kristen Doerer • Dec. 11, 2024

Pizza Hut tests new US store design

The Yum Brands chain hopes self-service kiosks and other new features will drive more transactions and in-store traffic.

By Aneurin Canham-Clyne • Dec. 5, 2024

Nearly 75% of baby boomers plan to use pay-later services this holiday season

Consumers in that generation are often on fixed incomes and mindful of avoiding high-interest credit card debt, according to Splitit CEO Nandan Sheth.

By Howard Ruben • Dec. 5, 2024

Foot Locker’s loyalty revamp shows early signs of success

The footwear company’s overhauled loyalty program and mobile app contributed to more digital purchases even as overall sales declined.

By Bryan Wassel • Dec. 4, 2024

Walmart updates virtual store with seasonal shopping features

Four new holiday environments showcase a selection of gifts curated by content creators and inspired by social media trends.

By Tatiana Walk-Morris • Nov. 27, 2024

Citizens upgrades digital experience to ‘make banking quick and convenient’

Citizens Financial Group rolled out advanced appointment scheduling, a streamlined mobile onboarding experience and a savings tracker.

By Kristen Doerer • Nov. 22, 2024

Chipotle reaches 1K Chipotlane milestone

The fast casual chain is also on track to open a record number of restaurants this year.

By Julie Littman • Nov. 21, 2024

Google Lens can now tailor search results to the store you’re in

Users can take a picture of an item to receive insights tailored to the store they’re in, such as similar items that are in-stock.

By Bryan Wassel • Nov. 19, 2024

Nordstrom leverages generative AI for holiday app refresh

Among the new app features are trend reports, which blend the expertise of Nordstrom stylists with AI to deliver relevant trends. 

By Aaron Baar • Nov. 19, 2024

Bojangles to install ordering kiosks across its system

The chicken chain said its pilot of the Grubbrr technology had high adoption rates and helped increase throughput.

By Julie Littman • Nov. 18, 2024

Cava emphasizes people over technology in its CX upgrades

The company is rolling out tech designed to speed up order accuracy and fulfillment on the backend so workers can handle customer-facing interactions.

By Bryan Wassel • Nov. 13, 2024

Eventbrite upgrades customer support as revenue dips

CEO Julia Hartz expects an improved app experience to drive greater demand for business customers’ events.

By Bryan Wassel • Nov. 12, 2024

Airbnb credits app upgrades, supply quality for bookings and NPS growth

The company cut 300,000 listings from its platform that didn’t meet customer expectations and introduced Guest Favorites in an effort to drive quality.

By Kristen Doerer • Nov. 11, 2024

Expedia Group boosts app user experience, loyalty offerings

The travel booking app now uses AI to summarize reviews and offer customers detailed property information.

By Bryan Wassel • Nov. 8, 2024

Amazon debuts virtual holiday shop

The immersive 3D shopping experience includes music, animations and a guided journey to help with product discovery.

By Tatiana Walk-Morris • Nov. 8, 2024

FTC orders Sitejabber to stop misleading customers with reviews

The agency alleges the online platform published reviews from customers who hadn’t received or experienced the product or service being reviewed.

By Kristen Doerer • Nov. 7, 2024

‘Sufficient but unspectacular’: How banks can improve their mobile app experience

U.S. Bank and Bank of America lead in offering the best banking app experience, according to Forrester. Both have improved their conversational assistants.

By Kristen Doerer • Nov. 6, 2024

Starbucks brews CX plans to improve in-store, mobile ordering

The company is building faster order fulfillment, revamping in-store ambiance and bringing back Sharpies to improve customer experience.

By Bryan Wassel • Oct. 31, 2024

Chopra defends CFPB open banking rule in face of lawsuit

Consumer Financial Protection Bureau Director Rohit Chopra called out bank litigants that sued over the rule, saying he didn’t think they’d even read it.

By Patrick Cooley • Oct. 31, 2024

Amazon, Google sue over fake online reviews

The dual complaints in federal court target sellers of fake reviews for retailers and local businesses that market on the web giants.

By Justin Bachman • Oct. 30, 2024

How The Vitamin Shoppe builds flexible customer experiences

The retailer upgraded its point-of-sale system to add flexibility for shoppers and associates, from redeeming loyalty points to curating customer journeys.

By Bryan Wassel • Oct. 30, 2024

Inside the Store: Sam’s Club unveils its store of the future

Shoppers must use Scan & Go at the newly opened Dallas-area location, which boasts a large sushi island, a pizza-making robot and more e-commerce fulfillment tools.

By Catherine Douglas Moran , Sam Silverstein • Oct. 24, 2024

CFPB finalizes open banking rule in push for more consumer choice

The rule would require financial institutions, credit card issuers and other firms to transfer personal financial data to other providers for free at the consumer’s request.

By Dan Ennis • Oct. 23, 2024