How JCPenney’s new brand positioning is subverting consumer expectations

Out-of-home ads that feature QR codes but not labels want consumers asking “It’s from where?” as the retailer pushes to modernize and promote value. 

By Chris Kelly • April 14, 2025

Consumers say product discovery is key to better shopping experiences, survey finds

Smart page layouts and product summaries are just some of the steps that can help improve the discovery process.

By Bryan Wassel • April 11, 2025

Explore the Trendline➔

Loyalty

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

By CX Dive staff

Delta says premium and loyalty provide resilience as the economy quakes

The airline pulled its full-year financial guidance, citing broad macro uncertainty. Even so, premium remains a strong point.

By Kristen Doerer • April 10, 2025

Investments in convenience pay off for Sam’s Club

The warehouse club will remodel its entire store fleet, with upgrades based on its store of the future concept, and improve digital personalization.

By Bryan Wassel • April 9, 2025

Tariffs are the latest test of beleaguered US consumers

Before the expansive levies were announced, spending power was already weakened by high prices and rising debt, among other forces, analysts say.

By Daphne Howland • April 9, 2025

How companies changing their DEI approach impacts customer trust

Companies face intense legal and political pressure to break environmental and social promises, but it takes far longer to rebuild consumer trust than it does to break it, experts say.

By Michael Brady • April 9, 2025

Dave & Buster’s overhauls its remodel strategy as sales continue to fall

The restaurant chain still wants to offer unique experiences — but leaders are aiming for higher returns on investment.

By Bryan Wassel • April 8, 2025

Tariffs alarm consumers. Can CX help companies maintain loyalty?

As markets plummet and prices rise, consumers are seeking cheaper alternatives. Now, CX leaders will play an even bigger role in fostering loyalty.

By Kristen Doerer • April 8, 2025

5 CX experts on how leaders can tackle tariff challenges

Whether companies absorb the brunt of cost increases or pass them on, the right approach to customer relationships can ease the struggle.

By Bryan Wassel , Kristen Doerer • April 4, 2025

NRF expects ‘slower trajectory for consumer spending’ in 2025 as tariffs fuel uncertainty, inflation fears

Retail sales could grow 3.7% at best — or well under 3% — as many consumers reach the limits of their spending power, the trade group said.

By Daphne Howland • April 3, 2025

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

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