Delta expands Digital ID program for ‘frictionless airport experience’

The airline is using its biometric facial matching technology to work around physical ID checks at select airports.

By Kristen Doerer • Dec. 18, 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

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

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

Adobe leans into AI-powered tools as demand for digital experiences grows

The vendor is reimagining its Experience Cloud suite and creating new generative AI-powered solutions to fuel growth in coming quarters.

By Bryan Wassel • Dec. 14, 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

Qualtrics partners with Epic to improve patient experience

One of the first phases of the partnership will be capturing the “voice of the patient,” Qualtrics' chief medical officer told CX Dive.

By Kristen Doerer • Dec. 7, 2023

Rage clicks and dead links: Online shopper frustration grew on Cyber Monday, research finds

Cyber Monday spending hit an all time high, but shoppers' frustration grew along with it.

By Kristen Doerer • Dec. 5, 2023

Staples’ deliveries, customer service hit by cyberattack

The office supply retailer expects to fully catch up on back orders after online processing and deliveries were briefly disrupted.

By David Jones • Dec. 1, 2023

Salesforce boasts it is the ‘No. 1 AI CRM’

With the booming popularity of Einstein GPT, Salesforce is leading the way in implementing AI into CRMs.

By Kristen Doerer • Dec. 1, 2023

5 experts on how airlines can maintain good CX during the Thanksgiving rush

Carriers that failed to get a handle on predictable disruptions last year don’t have the luxury of failing customers again this year.

By Kristen Doerer • Updated Nov. 27, 2023

Consumers’ top online shopping pet peeves

Slow website loading times are the biggest drain, Contentsquare found, followed by excessive pop-ups and unavailable items.

By Kristen Doerer • Nov. 21, 2023

Hyundai says Amazon partnership will improve car-buying process

The online sales partnership comes as car buyers become more frustrated with the traditional vehicle purchase process.

By Eric Walz • Nov. 20, 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

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

How IT leaders can declutter customer experiences

Technology decision makers instinctively add new features to improve end-user experiences, but there’s power in taking away capabilities, too, Gartner’s Michael Chiu said.

By Lindsey Wilkinson • Nov. 7, 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

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

Amazon’s generative AI investments to fuel CX improvements, CEO says

Generative AI is fueling better browsing experiences at Amazon and powering next-generation customer experience initiatives at AWS.

By Bryan Wassel • Nov. 1, 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

Generative AI to power Dell’s self-service experience

Automated issue resolution, self-service and hyper-efficient support aim to enhance customer experience.

By Bryan Wassel • Oct. 27, 2023

Data stacks haven’t caught up with generative AI enthusiasm

Few enterprises have reached the production stage, chief data officers said in an AWS survey.

By Roberto Torres • Oct. 19, 2023

Wyndham debuts owner, guest engagement platforms amid ‘record’ development

The tech is designed to help hotel owners boost profitability and better cater to travelers’ evolving needs.

By Noelle Mateer • Sept. 15, 2023

Salesforce infuses rebranded CRM with AI, launches Einstein Copilot

The software giant is introducing a conversational generative AI assistant baked into all applications. 

By Lindsey Wilkinson • Sept. 12, 2023