How Applebee’s designed its customer insights program

The restaurant chain incorporated feedback from a range of stakeholders to ensure its customer insights are actionable and readily available.

By Bryan Wassel • April 2, 2025

FTC considers petition for digital labels on apparel

The American Apparel and Footwear Association's petition says online garment care instructions will inform customers about product care, reduce waste and save money.

By Laurel Deppen • April 2, 2025

Explore the Trendline➔

Loyalty

In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.

By CX Dive staff

Consumer spending during Q1 shrinks for first time since pandemic

“Stockpiling ahead of potential tariff implementation on a wide range of consumer goods could lead to a pullback in goods spending later this year,” the Conference Board said.

By Jim Tyson • April 1, 2025

Temu accused of acting in bad faith in addressing customer complaints

A class action lawsuit alleges the fast fashion company is scheming to prevent customers from filing claims.

By Laurel Deppen • April 1, 2025

David’s Bridal CEO on transforming the brand experience for today’s brides

CEO Kelly Cook is focused on “changing and twisting the dials of the company” to keep up with brides’ evolving expectations for the wedding shopping and planning experience.

By Bryan Wassel • April 1, 2025

Is generative AI pushing brands into search-first digital design?

As generative AI reshapes consumer shopping habits, brands face a critical choice: adapt their digital experiences to search-first, conversational design or risk falling behind.

By Rosalyn Page • March 31, 2025

Inside H&M’s digital relaunch and approach to multichannel experiences

Head of Digital Jenn Volk explains how the retailer reimagined digital to increase brand storytelling around moments like its Charli XCX collaboration.

By Chris Kelly • March 28, 2025

Banks offer more customer support, boosting satisfaction

Despite economic anxiety, customers’ satisfaction with their banks is strong — and growing stronger, J.D. Power found.

By Kristen Doerer • March 28, 2025

There’s a big gap between what consumers and CX leaders value

Consumers value first-contact resolution and knowledgeable agents significantly more than customer experience leaders, a Genesys survey finds.

By Michael Brady • March 27, 2025

As inflation looms, brands have to work harder for loyalty

Price sensitivity tops the list of purchase considerations, forcing consumers to trade down, according to the EY Future Consumer Index.

By Kristen Doerer • March 26, 2025

Consumer expectations for future plunge to 12-year low on tariff anxiety

Pessimism about price pressures rose, with expectations for inflation in 12 months increasing to 6.2% this month from 5.8% in February, the Conference Board said.

By Jim Tyson • March 26, 2025

Why Shake Shack’s parent company ties employee experience to CX

Employees won’t offer customers consistently good experiences unless they like their job and coworkers, according to Shake Shack founder Danny Meyer.

By Bryan Wassel • March 25, 2025

Retailers deploy AI in pursuit of CX gains, loss prevention

Despite adoption plans, companies are grappling with system integration issues, a lack of training resources and frayed customer trust, according to Everseen.

By Lindsey Wilkinson • March 24, 2025

Economic data ‘point to headwinds ahead,’ Conference Board says

Economists at several organizations have recently warned of trade war risks and forecast slower economic growth this year.

By Jim Tyson • March 21, 2025

Most executives see the potential of AI for experiences, but many remain wary

While AI can have a measurable impact on the bottom line, leaders need to embrace significant changes to their governance if they want the full benefit, experts say.

By Bryan Wassel • March 20, 2025

Can Southwest make investors and its most loyal customers happy?

The airline has enjoyed unusual brand loyalty. But under activist pressure to shore up profits, Southwest is gambling with what customers love most.

By Kristen Doerer • Updated March 19, 2025

How Indeed creates a ‘shared vocabulary’ around customer data

The vocabulary distills that noisy data into a cohesive narrative that tells the story of who the customer is — and what they need from the company. 

By Bryan Wassel • March 19, 2025

Global trust in digital services falls as consumer data privacy concerns grow

Consumers are skeptical of how brands use their data, and they’re willing to abandon brands if their trust is broken, a Thales survey found.

By Kristen Doerer • March 18, 2025

Bath & Body Works introduces new store design

Gingham+ features an updated layout, tech and larger aisles as the company caters more to the Gen Z demographic. 

By Kaarin Moore • March 18, 2025

Tariffs trigger ‘horrific’ plunge in consumer sentiment

Expectations for long-term inflation also soared as tariffs and other Trump administration policies stirred anxiety about a resurgence in price pressures, according to a University of Michigan survey.

By Jim Tyson • March 17, 2025

Ulta reexamines in-store basics after losing beauty market share

The company is revamping its leadership and investing in store and digital CX strategies to help it keep up with an evolving beauty landscape.

By Bryan Wassel • March 17, 2025

Kroger launches e-commerce business unit

Yael Cosset will head the new team charged with online customer experience as EVP and chief digital officer, the grocer announced last week.

By Sam Silverstein • March 17, 2025

Bank credit card experiences fall short, risking loyalty

Among younger generations, three-quarters are currently indifferent or outright dissatisfied with their card experience, Capgemini Research Institute found.

By Kristen Doerer • March 14, 2025

Brian Niccol’s 6-month update on Starbucks turnaround plan

The coffee chain’s CEO said investments in store experience are ramping up, but union members say the brand isn’t spending enough on hourly workers.

By Aneurin Canham-Clyne • March 13, 2025

Dollar General turns to experience to further boost sales

The off-price retailer aims to grow its momentum with friendly in-store experiences and expanded same-day delivery.

By Bryan Wassel • March 13, 2025