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 • Jan. 16, 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

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

What CX leaders should know about frictionless payments

Frictionless payments can slash transaction times, improve data security and provide valuable insights into consumer purchasing behavior and preferences.

By Michael Brady • Jan. 6, 2025

E-commerce, media behind in digital accessibility, study finds

Banks outperformed e-commerce and media websites, according to a Contentsquare Foundation audit.

By Bryan Wassel • Jan. 3, 2025

Customers want payment convenience during and after transactions

Debit cards are convenient for in-store payment experiences, while digital wallets have benefits for customers making purchases online.

By Bryan Wassel • Jan. 3, 2025

How CIOs encourage tech adoption across generations

Boomers and Gen Z face different challenges adopting workplace tools, but collaborative training can bridge the gap, CIOs say.

By Suman Bhattacharyya • Jan. 2, 2025

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

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