Strategy: Page 18
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This Valentine’s Day, give the CX gift that matters: personalization
As the rate of returned Valentine’s Day gifts increase, some retailers are looking to improve personalized offers to make sure customers get the right gift.
By Kristen Doerer • Feb. 14, 2024 -
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Search refinement tools increase consumer spending, satisfaction
When one of the largest e-commerce platforms in China rolled out a picture-text refinement search tool, it became a win-win for the company and its customers.
By Kristen Doerer • Feb. 12, 2024 -
Explore the Trendline➔
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TrendlineLoyalty
In this Trendline, CX Dive explores where and how leaders are encouraging customer loyalty.
By CX Dive staff -
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JPMorgan banks on branch expansion to build customer relationships
JPMorgan plans on opening 500 branches in the next three years that will feature a consultation area for customers to have private conversations.
By Rajashree Chakravarty • Feb. 9, 2024 -
Courtesy of Chipotle
Chipotle combines automation, training to spur speedy service
The restaurant is banking on loyalty improvements, automation and improved store management to ensure fast and accurate service.
By Bryan Wassel • Feb. 9, 2024 -
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CXOs struggle to identify appropriate metrics, demonstrate ROI
Chief experience officers need to demonstrate measurable progress to get the buy-in from executive leadership, according to Deloitte Digital’s CXO.
By Kristen Doerer • Feb. 8, 2024 -
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Inside the IRS’ journey to allow taxpayers to file for free
In designing the free tax filing product, the IRS focused on ease of user experience as well as scalability.
By Kristen Doerer • Feb. 8, 2024 -
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Customer service leaders to prioritize customer journey analytics in 2024
As customer journey analytics become more affordable and accessible, more leaders are investing in the service.
By Kristen Doerer • Feb. 7, 2024 -
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Verizon’s first-ever customer experience officer aims to simplify plan shopping
Brian Higgins will oversee the telecommunication provider’s new CX organization, which has an initial goal of simplifying Verizon’s myPlan service.
By Bryan Wassel • Feb. 6, 2024 -
Courtesy of Southwest Airlines
Southwest redesigns cabins, seats for CX refresh
The airline’s latest customer experience initiatives bring deep blue tones and sky blue accents to its cabin and adjustable headrests to its seats.
By Kristen Doerer • Feb. 5, 2024 -
Courtesy of Kellanova
Why Kellanova turned to customer-provided data to bolster personalization
Companies like Kellanova are turning to zero-party and first-party data to deeply understand and engage their customers as privacy standards change.
By Rosalyn Page • Feb. 5, 2024 -
Permission granted by Sweetgreen
Sweetgreen adds annual loyalty subscription for $100
Enrollment in the company’s rewards program was up 25% during the back half of 2023, and an annual option could further accelerate membership growth.
By Aneurin Canham-Clyne • Feb. 5, 2024 -
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Aisles Abroad: How grocers overseas are innovating checkout experiences
From paying with smiles to personalized pricing for scan-and-go, here’s how grocers outside the U.S. are offering different ways to shop and pay.
By Catherine Douglas Moran • Feb. 2, 2024 -
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Bad experiences are costing businesses $3.7 trillion
Half of consumers said they would reduce or stop spending at a business after a bad experience, according to new research from Qualtrics XM Institute.
By Kristen Doerer • Feb. 1, 2024 -
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Where CX is headed in 2024
CX Dive gathered stories that detail the trends and challenges for CX leaders in the year ahead.
By Kristen Doerer • Jan. 31, 2024 -
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What makes for a good CX tech stack in 2024?
Each company has different tech needs, but here are some guiding principles to create the optimal tech stack.
By Kristen Doerer • Jan. 31, 2024 -
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What makes or breaks grocery e-commerce experiences
Shoppers turn to e-commerce for convenience and efficiency. Grocers that delivered on those promises — Target, Walmart, and Albertsons — rose to the top of a new Ipsos survey.
By Bryan Wassel • Jan. 30, 2024 -
Courtesy of Rachel Malish
On Special: How grocers are beefing up in-store experience with meat counters
With fresh meat sales outpacing processed meats, offering a full-service counter could give grocers an edge and draw in more customers.
By Peyton Bigora • Jan. 30, 2024 -
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Southwest’s CX initiatives pay off in Q4 earnings report
Improvements to its in-flight Wi-Fi capabilities, a revamped loyalty program and a new bag-tracking feature were among the airline’s CX initiatives.
By Kristen Doerer • Jan. 29, 2024 -
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University of Utah Health doubled patient feedback for actionable insight
The healthcare provider was able to collect and analyze patients’ comments at scale after implementing an experience management system.
By Kristen Doerer • Jan. 26, 2024 -
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Potbelly expands loyalty redemption options
The sandwich chain added dessert and side items to its redemption options and implemented spend-based tiers in its rewards platform.
By Aneurin Canham-Clyne • Jan. 26, 2024 -
Caitlin Mullen/CX Dive
Klarna adds subscription plan
With an IPO on the horizon, the buy now, pay later firm is offering customers a subscription service for $7.99 per month.
By Caitlin Mullen • Jan. 26, 2024 -
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United Airlines’ investments in CX pay off as NPS rises
“Thanksgiving and the entire fourth quarter had the highest NPS scores in our post-pandemic history,” President Brett Hart said.
By Kristen Doerer • Jan. 24, 2024 -
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Loyalty programs use gamification to engage customers post-purchase
Brands are looking to sustain long-term loyalty by encouraging customers to engage with them beyond purchases.
By Bryan Wassel • Jan. 24, 2024 -
Permission granted by Truist
Truist pushes self-service as mobile dominates total transactions
Mobile accounts for more than 3 in 5 Truist bank transactions, CEO Bill Rodgers said on a recent earnings call.
By Kristen Doerer • Jan. 23, 2024 -
Retrieved from Hyatt on January 22, 2024
Hyatt teams up with MasterClass, Headspace on new brand platform
Bolstered by guest demand, Hyatt’s “Be More Here” campaign aims to provide unique well-being amenities, including in-room education and relaxation content.
By Jenna Graber • Jan. 23, 2024
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