Strategy: Page 15
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Courtesy of Amazon
Amazon defends ‘Just Walk Out’ pullback
The retailer’s grab-and-go technology will be targeted to small stores, while its smart carts will be prevalent in grocery stores, the company said this week.
By James Pothen • April 22, 2024 -
Courtesy of HubSpot
HubSpot nixes chief customer officer role following executive departure
HubSpot will not fill the space left by the departure of Rob Giglio, but its sales, marketing and customer success heads will now have a direct line to the CEO.
By Bryan Wassel • April 19, 2024 -
Explore the Trendline➔
blackCAT via Getty Images
TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
Courtesy of JCPenney
Q&AWhy JCPenney’s loyalty program is the next step in its $1B turnaround plan
Chief Customer Officer Katie Mullen explained how the retailer's revamped program will deliver value to consumers and boost first-party data reserves.
By Chris Kelly • April 19, 2024 -
Courtesy of United Newsroom
United grows NPS despite hit from Boeing groundings
Though the Max 9 grounding cost it $200 million, United pointed to its customer experience wins as a bright spot that will carry the company forward.
By Kristen Doerer • April 18, 2024 -
SARINYAPINNGAM via Getty Images
Companies aren’t meeting customer expectations for delivery communications
Customers have clear expectations for order updates delivered through their preferred communication channel, but companies are falling short, ShipStation and Retail Economics found.
By Bryan Wassel • April 18, 2024 -
Anna Moneymaker via Getty Images
DOT, state attorneys general to clamp down on ‘deceptive’ airline practices
Consumer complaints of flight disruptions, airlines failing to offer refunds for canceled flights, lost baggage and more are at an all-time high, the Department of Transportation said.
By Kristen Doerer • April 17, 2024 -
Michael M. Santiago via Getty Images
Rent the Runway boosts NPS, plans more CX improvements
The company will add more on-site content aimed at inspiration and product discovery in an effort to return to growth.
By Bryan Wassel • April 16, 2024 -
Thai Phi Le/CX Dive
Why dynamic pricing sours restaurant dining experiences
Nearly two-thirds of consumers had a negative reaction to dynamic pricing, a HungerRush survey found.
By Kristen Doerer • April 16, 2024 -
Scott Olson via Getty Images
Does United have a customer trust problem?
Boeing’s safety issues have cast a shadow on the entire airline industry. United Airlines, however, has been the unlucky carrier to come under the public’s magnifying glass.
By Kristen Doerer • April 15, 2024 -
Thai Liang Lim via Getty Images
Deep DiveWhy more tech in stores shouldn’t mean fewer workers
Stores can automate more tasks than ever, including pricing, inventory management and checkout. But for theft prevention, customer service and brand engagement, they need humans.
By Daphne Howland • April 15, 2024 -
Courtesy of Teads
How Christian Dior made virtual try-ons a luxury experience
A virtual activation made with Perfect Corp. and Teads led to a 17% rise in consumers who recognize Christian Dior as a premium brand.
By Aaron Baar • April 11, 2024 -
Michael M. Santiago via Getty Images
What’s missing with AI rollouts? Employee trust.
Three in 5 leaders want to use AI to better communicate with frontline workers, but they need to build trust as well, according to Deloitte Digital.
By Bryan Wassel • April 11, 2024 -
Kevin Dietsch via Getty Images
Southwest misses 2023 customer satisfaction target
Operational excellence, customer satisfaction and financial success all influence executive bonus payouts. No executives hit their target in 2023, according to its latest SEC filing.
By Kristen Doerer • April 10, 2024 -
Vaidik Trivedi
Fintech adoption lags, but loyalty programs could help
Trust and a lack of incentives are significant barriers to fintech adoption, a Tillo survey found.
By Kristen Doerer • April 10, 2024 -
Courtesy of Wyndham Hotels & Resorts
Wyndham appoints CIO Scott Strickland as chief commercial officer
Heading a newly created commercial organization, the company veteran will focus on technology strategy and oversee global sales, revenue generation, marketing and loyalty.
By Jenna Graber • April 10, 2024 -
Courtesy of Whole Foods Market
Whole Foods to pull Amazon’s Just Walk Out technology from stores
The specialty grocer, which operates the checkout tech at just two stores, will follow the same path as Amazon Fresh stores in the U.S., a spokesperson confirmed Friday.
By Peyton Bigora • April 9, 2024 -
Sean Gallup / Staff via Getty Images
Levi’s leans into CX to drive direct-to-consumer transformation
Levi’s credited better search, navigation and product filtering for a double-digit increase in e-commerce sales.
By Bryan Wassel • April 5, 2024 -
Roni Bintang / Stringer via Getty Images
CX leaders struggle to link metrics to business objectives
CX leaders who fail to connect their initiatives to company goals risk seeing their programs slashed, experts told CX Dive.
By Kristen Doerer • April 4, 2024 -
Courtesy of Albertsons
Albertsons streamlines loyalty program
The grocer is simplifying the way shoppers can accumulate points and offering new ways for them to redeem.
By Jeff Wells • April 4, 2024 -
Koh Sze Kiat via Getty Images
As CXOs enter the C-suite, their work turns to brand-vision alignment
Whether or not a single role owns CX, customer centricity needs to be led from the top, experts told CX Dive.
By Rosalyn Page • April 3, 2024 -
Justin Sullivan via Getty Images
Customer trust in banks sees significant drop, JD Power finds
A growing rate of customers say they’re likely to change their primary banks in the next year.
By Kristen Doerer • April 2, 2024 -
sturti via Getty Images
Back to CX basics: What customer experience leaders need to know
Leaders need to nail the basics of a great customer experience, including choosing the right technology and leaning on frontline employees for insight.
By Bryan Wassel • Updated May 10, 2024 -
Ronald Martinez via Getty Images
AT&T credited customers affected by its widespread outage $5. Was it enough?
The telecom company’s response to a widespread service outage in February provided a look at its CX playbook.
By S.L. Fuller • April 1, 2024 -
David Dee Delgado via Getty Images
Delta raises bag fees as air carriers push rising industry costs to consumers
As customers feel the pinch of travel costs, Delta joins American, United and others in raising bag fees.
By Kristen Doerer • April 1, 2024 -
Alex Wong via Getty Images
CFPB targets ‘bait-and-switch’ card reward programs
Major credit card providers saddle rewards programs with fees and interest, burdening consumers who carry balances, CFPB Director Rohit Chopra said.
By James Pothen • March 29, 2024
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