Why Dollar Shave Club picked a CRM purpose-built for consumer brands

A new offering from Klaviyo is billed as the only customer relationship management platform built for consumer brands, not B2B firms.

By Chris Kelly • Feb. 21, 2025

Amazon tests search feature that shows products it doesn’t sell

Currently in beta, the expanded search function will send shoppers to a brand’s website if the product they want isn’t sold on Amazon.

By Xanayra Marin-Lopez • Feb. 20, 2025

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

How grocers can stay on top with consumers in online shopping

Traditional grocers beat mass retailers and dollar stores when it comes to customer satisfaction. But they need to improve transparency and better connect with younger demographics, according to The Feedback Group.

By Peyton Bigora • Feb. 20, 2025

Etsy refines search experience for ‘people that don’t speak merch’

The company expects improved search and personalization to pay off with improved performance in the latter half of 2025.

By Bryan Wassel • Feb. 19, 2025

Wendy’s hits the gas on drive-thru AI, digital menu boards and kiosks

Early results revealed this technology has simplified ordering and helped free up employees to enhance the customer experience. 

By Julie Littman • Feb. 19, 2025

CVS reaps benefits of improved pharmacy experience

The company’s updates include an improved point-of-sale system and a new app that lets customers access a range of details about their healthcare.

By Bryan Wassel • Feb. 13, 2025

Lyft offers assistance for drivers, premium options to fuel growth

CEO David Risher credited the company’s “customer obsession” for a strong quarter, but it's focusing on its drivers, too.  

By Bryan Wassel • Feb. 13, 2025

McDonald’s looks to loyalty to recapture traffic after disappointing quarter

Strong sales from the McDonald’s rewards program couldn’t offset the negative impact of an E. coli outbreak.

By Bryan Wassel • Feb. 10, 2025

Amazon prioritizes AI-powered convenience, fast delivery in 2025

The company boosted customer service satisfaction with a generative AI-powered chatbot, and its Rufus shopping assistant is simplifying product searches.

By Bryan Wassel • Feb. 7, 2025

Calling a customer? Brands can now display ‘reason for call’

TransUnion and AT&T offer companies the ability to display brand name, company logo and the reason for their call when dialing Android users.

By Kristen Doerer • Feb. 6, 2025

More than 90% of grocery shoppers are omnichannel

A majority of U.S. households are engaged in some form of omnichannel shopping, and app improvements can capitalize on the opportunity, according to a recent FMI and NielsenIQ report.

By Peyton Bigora • Feb. 6, 2025

Starbucks CEO zeroes in on ‘bringing order to mobile ordering’

The company is tackling the bottleneck from online orders with an algorithm that will give in-person customers priority.

By Bryan Wassel • Jan. 31, 2025

Joybird brings home design tool to mobile devices

Augmented reality lets users visualize furniture in their own home, while a Space Planner view allows shoppers to view and share room designs.

By Tatiana Walk-Morris • Jan. 31, 2025

Chewy holds the top spot as overall satisfaction with online retail declines

The American Customer Satisfaction Index’s review of nearly 42,000 consumer surveys found two-thirds of online retailers saw satisfaction drop.

By Bryan Wassel • Jan. 30, 2025

CVS launches app that lets shoppers access locked-up merchandise

The company is testing the feature in a few stores to address a customer pain point that has come to the fore as retailers attempt to thwart thieves.

By Tatiana Walk-Morris • Jan. 29, 2025

Starbucks invests in employees, order fulfillment to drive customer experience

The company is rethinking its drink creation processes to speed up throughput, while investing in staff to help them create better experiences.

By Bryan Wassel • Jan. 29, 2025

Why don’t more contact centers offer automatic callbacks?

Automatic callbacks can improve customer satisfaction and lower costs, but some companies would rather avoid calls altogether.

By Michael Brady • Jan. 27, 2025

American Airlines boasts record loyalty enrollments in 2024

The airline’s loyalty program members account for three-quarters of its premium cabin revenue, which was up 8% in Q4 2024. 

By Bryan Wassel • Jan. 24, 2025

United credits app enhancements for customer satisfaction boost

The carrier integrated Apple AirTag data into its mobile app as well as the capability to reassign customers to their preferred seat.

By Kristen Doerer • Jan. 22, 2025

Bank of America credits CX, digital capabilities for account growth

The bank added 213,000 net new consumer checking accounts in the fourth quarter, marking six consecutive years of quarterly growth.

By Kristen Doerer • Jan. 17, 2025

How Circle K turns customer feedback into actionable insights

The retailer’s communication app aims to enhance CX by processing feedback, from the results of new policies to the location of spills, and sending it to the right person.

By Bryan Wassel • Updated Feb. 3, 2025

Sonos CEO out as company cleans up botched app release

Departing CEO Patrick Spence took ownership for the issues with the Sonos app in past earnings calls, saying his "push for speed backfired."

By Kristen Doerer • Jan. 13, 2025

Why unstructured feedback is key to authentic Voice of Customer (VoC) analysis

More than a score: Uncover the 'why' in feedback with unstructured data to drive empathy and loyalty.

Jan. 13, 2025

How grocers can make online sampling a curated experience for shoppers

Swish aims to make product discovery in delivery and pickup orders a more personalized experience. 

By Peyton Bigora • Jan. 9, 2025

Concerns linger even as consumers embrace generative AI

Generative AI can drive convenience, but Deloitte and Gartner experts say transparency is necessary to win over wary consumers.

By Bryan Wassel • Jan. 7, 2025