Bryan Wassel
ReporterBryan Wassel is a reporter for CX Dive and helped launch the publication in 2023. Prior to joining Industry Dive, Bryan covered the retail and grocery industries for publications including Retail TouchPoints and The Food Institute. He grew up in New Jersey and currently lives in Philadelphia.
444 articles by Bryan Wassel
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Kohl’s knows it has an ‘inconsistent in-store experience,’ interim CEO says
Aug. 27, 2025 -
3 challenges CX leaders will face for the rest of 2025
Aug. 27, 2025 -
Customer surveys alone are insufficient for understanding CX, study finds
Aug. 25, 2025 -
Zoom stakes the future of its contact center business in AI
Aug. 22, 2025 -
Walmart’s AI assistant will be ‘primary vehicle’ for shopping, CEO says
Aug. 21, 2025 -
Lowe’s credits associate-facing app for customer satisfaction boost
Aug. 21, 2025 -
Target’s incoming CEO makes consistent experiences a top priority
Aug. 20, 2025 -
Home Depot focuses on faster deliveries to boost satisfaction
Aug. 19, 2025 -
NPS has its flaws — but when is it the right tool for the job?
Aug. 19, 2025 -
AI delivers the best customer support when it’s enhancing humans, study finds
Aug. 18, 2025 -
Cava deploys tech to free up workers’ time to connect with guests
Aug. 13, 2025 -
Fanatics goes all in on exclusivity with launch of new loyalty program
Aug. 12, 2025 -
Wendy’s wants good experiences to drive frequency as consumers pull back spending
Aug. 11, 2025 -
Stitch Fix adds more AI experiences, but stylists aren’t forgotten
Aug. 11, 2025 -
Pinterest has ‘effectively become an AI-enabled shopping assistant,’ CEO says
Aug. 8, 2025 -
Burger King, Tim Hortons see highest customer satisfaction in years
Aug. 7, 2025 -
McDonald’s loyalty program is making progress, but executives see work ahead
Aug. 6, 2025 -
Bipartisan call center bill seeks to deter offshoring, disclose AI use
Aug. 6, 2025 -
Yum Brands turns to AI to aggregate social media, third-party reviews
Aug. 5, 2025 -
Starbucks sees a CX future in its coffeehouse roots. Is that enough?
Aug. 5, 2025 -
Amazon zeroes in on delivery speed, pursues greater AI ambitions
Aug. 1, 2025 -
Ebay CEO: AI ‘continues to fundamentally change’ customer experience
July 31, 2025 -
4 takeaways from Starbucks’ customer experience plans
July 30, 2025 -
Starbucks puts human connection at the forefront of new service strategy
July 29, 2025 -
Half of customer service queries start on third-party platforms, survey finds
July 29, 2025