The Latest
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Call center agents aren’t promoting self-service
Customers are about twice as likely to use self-service after an agent suggests it, but most say it didn’t come up on a recent call, a Gartner survey found.
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Data security is a CX issue, too
A string of cyberattacks have targeted retailers like Adidas and North Face. Incidents like these can weaken customer trust and lead to lost business, experts say.
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Personalization pays — except when it doesn’t
Customers are more likely to purchase more after personalized interactions. But Gartner found they’re also more likely to feel overwhelmed and regretful.
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Dollar General customer satisfaction rises as it balances ‘value and convenience’
The off-price retailer’s store standards are improving, and it is offering faster delivery for digital orders — efforts it says will help it weather economic turmoil.
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CFPB seeks to end open banking case
The agency had put the rule in place last October to give consumers more control over sharing their financial data, such as bank account information, with other financial service providers.
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Costco calls scan-and-go pilot ‘extremely successful’
The scan-and-go tests are part of the retailer's efforts to move customers through the store faster, improve checkout and reduce crowding.
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Scott Olson / Staff via Getty Images
Kohl’s interim CEO to stay the course of its CX turnaround plan
Top priorities include optimizing store layouts, adding more sources of product inspiration and improving in-stock rates.
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Gap’s experience enhancements push NPS higher at Old Navy
The retailer is reaping some rewards from the revitalization plan it rolled out in 2023, which includes drawing upon the individual brand identities to revamp each brand’s experiences.
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Daphne Howland/CX Dive
Ulta’s 45 million loyalty members will drive its personalization plans
The retailer is focusing on elements it can control, including CX, to help it fend off competitors in the beauty space.
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Business leaders expect agentic AI to take over customer service
The enthusiasm toward agentic AI in business circles is more muted for customers. Three-quarters of consumers believe customer service is now too impersonal.
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Consumer pessimism eases amid cooling in U.S.-China tariff war
The share of consumers expecting a recession over the next 12 months fell in May, the Conference Board said.
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Best Buy wants AI to offer customers fewer — but more relevant — search results
The enhanced search experience will build on the electronics retailer’s e-commerce success, which was a bright spot in an otherwise lackluster quarter.
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How emotional attachment can boost brand advocacy and retention
Seven in 10 consumers will choose a brand because they expect the experience will be good, an Ipsos report found.
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Spencer Platt via Getty Images
A 2-point rating scale can reduce racial bias in customer feedback, research finds
Employers should audit their rating systems for bias and offer other ways for customers to provide more detailed reviews, researchers said.
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Daphne Howland/CX Dive
Dick’s Sporting Goods plans aggressive omnichannel experience investments
The athletics retailer, riding on the success of its strong store experience, wants to use e-commerce to capture additional market share.
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Intuit leans into AI to improve taxpayer experience, boost revenue
The company’s AI agents and AI-aided human experts are reducing the time customers spend on returns, CEO Sasan Goodarzi said.
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For Williams-Sonoma, customer service starts in the supply chain
Backend improvements enhance the customer journey in-store as experience becomes a key lever to focus on with tariffs, according to CEO Laura Alber.
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Courtesy of David's Bridal
David’s Bridal unveils Diamonds & Pearls store concept
The "store of the future" is a high-touch, tech-powered boutique and features exclusive products, a modern setting and an integration with Shopify.
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Justin Sullivan via Getty Images
When it comes to premium experiences, customers will pay up
It’s not just airlines. A majority of consumers are willing to spend more for a better rideshare experience, streaming service and even customer support, Qualtrics XM Institute finds.
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Courtesy of Google
Google is turning AI into a personal shopping assistant
The technology company debuted AI Mode, the ability for shoppers to use agentic capabilities to set up price tracking and make purchases on their behalf.
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BJ’s Wholesale Club is willing to sacrifice margin for digital convenience
Store-based fulfillment options cost the warehouse club money, but loyalty improvements more than make up the difference, according to CEO Bob Eddy.
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Spencer Platt via Getty Images
Lowe’s looks to pro loyalty program to drive higher spend
The retailer’s investments in AI advisers and loyalty programs are part of its efforts to accelerate sales growth among pro customers and digital.
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Courtesy of Urban Outfitters
Urban Outfitters’ in-store experiential concept targets Gen Z — starting with Nike
The apparel retailer debuted the On Rotation concept as a way to fuel discovery shaped by the generation’s favorite brands.
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Daphne Howland/CX Dive
Experience wins can’t save Target from a disappointing quarter
Digital sales were up, driven by its breadth of fulfillment options, but Target couldn’t offset traffic and basket size declines.
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Klarna credits AI for slashing customer service costs
Though the buy now, pay later firm will once again hire customer service agents, it sees its AI chatbot as a success that has cut costs.
