The Latest
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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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Kimberly White via Getty Images
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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Justin Sullivan via Getty Images
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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Astrid Stawiarz via Getty Images
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.
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Daphne Howland/CX Dive
Target Circle 360 members can now shop same-day delivery with 100+ retailers
Through its Shipt service, the mass retailer will give subscribers access to same-day delivery at Petco, PetSmart, CVS, and more, all without price markups.
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Justin Sullivan via Getty Images
Home Depot is ‘laser focused’ on elevating customer service through associates
A localized training program and generative AI knowledge tools for workers are expected to boost the in-store experience.
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PhotoLife94 via Getty Images
Why customer service shouldn’t be ‘a deflection mechanism’
When customers are unable to reach customer service, it can exacerbate their frustration and erode overall customer experience, brand reputation and sales.
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Courtesy of Cava
Cava has big plans for its loyalty program
Loyalty is bringing consumers into the restaurant’s ecosystem, while its emphasis on hospitality builds relationships, according to CEO Brett Schulman.
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Maksym Kapliuk via Getty Images
Inflation expected to surge to 7.3% in a year, fueled by tariff worry
Consumer sentiment has slumped this year even as recent “hard data” reveal stable prices and robust hiring.
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Courtesy of Ikea
How brands use emotional intelligence for stronger customer relationships
Businesses that successfully implement EQ create deeper, more meaningful customer connections and measurable gains in customer experience metrics.
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Scott Olson via Getty Images
Customer satisfaction levels out as experts await tariff impacts
Customer satisfaction, which measures attitudes tied to recent purchases, dipped in the first quarter, but could be further disrupted by tariffs.
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Retrieved from Walmart.
Walmart stakes its claim on convenience as tariffs loom
The retailer is turning to speedy delivery and good in-store experiences to bolster its value proposition ahead of price increases.
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Ezra Acayan via Getty Images
TikTok Live remains top live shopping platform
Though roughly 60% of U.S. adults say they watch live shopping in general, only half of them are making purchases, a recent survey shows.
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Mario Tama / Staff via Getty Images
Airbnb overhauls app with an emphasis on travel experiences
Customers can now book services and excursions, ranging from photo shoots to gallery tours, in a redesigned app.
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Peyton Bigora/CX Dive
How to maintain customer relationships as economic anxiety persists
Consumers, concerned about rising prices, are holding off on large purchases while they try to determine how the economy will fare, putting brand loyalty at risk.
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Courtesy of Walmart corporate blog
Loyalty programs drive grocery e-commerce sales
Walmart+ members drove around two-thirds of online food sales for the company in April, according to research by Brick Meets Click and Mercatus.
