Strategy: Page 2

  • A customer uses their phone on the couch.
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    Can surveys alone tell you what customers really want? Experts say ‘no.’

    "Customers are reliable narrators of their current frustrations, but they are unreliable narrators of their future actions," one expert said.

    By Michael Brady • July 24, 2025
  • Customers speak with employees in a store.
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    Brandon Bell via Getty Images
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    AT&T’s customer guarantee is working, CEO says

    The company has seen improved net promoter scores among wireless and fiber customers following a network event, CEO John Stankey said.

    By • July 23, 2025
  • Woman displays an app to rate your experience at a store. Explore the Trendline➔
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    Trendline

    Top 5 stories from CX Dive

    The top stories from CX Dive look at customer experience trends, generative AI use cases and the components of a good tech stack.

    By CX Dive staff
  • A person holds a mobile device while standing in a clothing store.
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    Jacob Wackerhausen via Getty Images
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    Inflation concerns spur early summer shopping: report

    A national survey from marketing firm Optimove found that consumers were concerned about tariffs and planned to check online prices while shopping in-store.

    By Howard Ruben • July 23, 2025
  • A customer walks down a grocery aisle.
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    Scott Olson via Getty Images
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    Consumer sentiment edges up on expectations inflation will cool

    Recent stability in consumer sentiment coincides with mixed signals on employment and retail sales.

    By Jim Tyson • July 22, 2025
  • person bends over and picks up a stack of packages from a porch step
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    SDI Productions via Getty Images
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    Consumer ire over delivery mishaps shifts from shippers to merchants

    E-commerce retailers are struggling to meet consumers’ rising expectations for faster delivery, according to InsureShield Shipping Insurance.

    By Michael Brady • July 21, 2025
  • A Lowe's employee in a red vest walks alongside a customer through a store aisle.
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    Courtesy of Lowe's
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    Lowe’s links end-user feedback loop to AI tool improvements

    The home improvement retailer has been expanding AI access to its associates and tweaking tools with the intersection of employee and customer experience in mind.

    By Lindsey Wilkinson • July 21, 2025
  • Consumer holds phone looking at online reviews, star ratings.
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    GamePH via Getty Images
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    Consumers see star and numeral ratings in very different ways

    When it comes to stars, consumers consistently round up incomplete stars, overestimating the rating, researchers found. 

    By Michael Brady • July 18, 2025
  • A photo of a neon sign outside at night. The sign says 7-Eleven.
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    Courtesy of 7-Eleven
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    7-Eleven faces shrinking foot traffic

    Store visits have declined for several quarters. CFO Yoshimichi Maruyama said recovering customer traffic is “a major challenge for the time being.” 

    By Jessica Loder • July 17, 2025
  • Albertsons
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    Courtesy of Albertsons
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    Albertsons sees digital success, but the channel has yet to turn a profit

    CEO Susan Morris views the Albertsons for U program, which saw membership rise 14% year over year, as a valuable source of data for the company.

    By • July 15, 2025
  • A man looks at his laptop in front of bookshelves.
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    Igor Suka via Getty Images
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    How Bookshop.org drives customer loyalty on a tight budget

    Customers may look to independent alternatives for moral reasons, but turning them into regular shoppers requires a great experience, CEO Andy Hunter told CX Dive.

    By • July 15, 2025
  • Packaged Nintendo Switch 2 consoles in boxes are displayed on a table.
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    Joe Raedle via Getty Images
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    Consumers rush to buy tech products, motivated by tariff fears, survey finds

    Consumer behavior is changing as anxiety over price hikes and product shortages grows, increasing the importance for businesses to build trust with customers.

    By Michael Brady • July 14, 2025
  • Snapchat American Eagle
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    Retrieved from Snapchat on July 10, 2025
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    American Eagle drives in-store back-to-school shopping with Snap Map

    The retailer is promoting 800 of its locations in the app and will also launch an augmented reality AE Jeans Try-on Haul Lens.

    By Jessica Hammers • July 14, 2025
  • Frustrated person talks on mobile phone, sitting on sofa at home.
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    Liubomyr Vorona via Getty Images
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    ‘Click to cancel’ is canceled. What should CX leaders do now?

    Though the rule is blocked, its ethos shouldn’t be, experts told CX Dive. Trapping consumers in subscriptions is detrimental to customers and brand reputation.

    By • July 14, 2025
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    MStudioImages via Getty Images
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    Customers back up their initial searches for local businesses with reviews

    Search engines, social media and AI are all used as jumping off points, but the lion’s share of consumers look to reviews to evaluate their findings, according to a Soci survey.

    By • July 11, 2025
  • TikTok's app is seen on an iPhone.
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    Dan Kitwood via Getty Images
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    These social media platforms are beating out Google for product discovery, reviews

    While many shoppers still use the search giant, a PartnerCentric survey found some are instead turning to Reddit, TikTok and others.

    By Xanayra Marin-Lopez • July 11, 2025
  • An arm reaches out of a gray car to collect a bag of food while an employee with blue gloves hands off the bag.
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    NewSaetiew via Getty Images
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    Packaging suppliers respond to QSR diners hungry for a better experience

    Manufacturers are working with their restaurant customers to improve takeout, as well as sustainability opportunities for food service ware.

    By Shefali Kapadia • July 10, 2025
  • A shopper browses an aisle of snacks with the sign "maxx every dollar" behind her.
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    Scott Olson via Getty Images
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    How consumers are responding to tariffs — and what CX leaders can do about it

    Consumers are scaling back spending, switching to store label brands, and reconsidering big purchases. CX leaders need to highlight value to keep their loyalty, experts say.

    By • July 10, 2025
  • A closeup of a Shein sign on a wall.
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    The image by Dick Thomas Johnson is licensed under CC BY 2.0
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    Shein fined $47M for misleading promotions in France

    An investigation by the country’s antitrust authority found that more than half of the fast fashion company’s promotions involved no real price reduction.

    By Laurel Deppen • July 9, 2025
  • Business people, brainstorming and note on whiteboard for teamwork
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    Bevan Goldswain via Getty Images
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    Leaders think they’re doing a good job on CX. Customers don’t agree.

    A vast majority of leaders say CX is a main or increased focus, but few say CX is extremely important to invest in, according to an Amdocs Studios survey.

    By • July 9, 2025
  • A shopper walks down a grocery aisle
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    andresr via Getty Images
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    Nature’s Path names first-ever chief customer officer

    Laura Chamberlain will manage the U.S. sales team and lead U.S. customer strategy at the organic food company.

    By • July 8, 2025
  • Customer with water in his cart is shown shopping inside a Costco store.
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    Joe Raedle via Getty Images
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    Stores remain dominant, even as digital, AI shopping grows

    Physical retail is still the most popular channel to shop, but as AI tools become more prevalent, retailers will need to rethink in-person offerings, EY’s Jon Copestake says.

    By • July 8, 2025
  • The Zappos.com sign at company’s headquarters in Las Vegas, Nevada.
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    JHVEPhoto via Getty Images
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    Chewy, Zappos, H-E-B among companies that buck CX decline

    Global customer experience quality dropped to an all-time low in 2025, according to Forrester. However, some brands defied the trend with good return policies and easy experiences.

    By • July 7, 2025
  • The sun shines brightly on a storefront, against a blue sky.
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    "Costco, Enfield, Connecticut" by Mike Mozart is licensed under CC BY 2.0
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    Want to deliver better customer experience? Align it with your brand experience

    Brand experience is often established before consumers engage with a company, and it can have a significant impact on what they expect from customer experience.

    By • July 7, 2025
  • The inside of Chamos' reimagined store concept.
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    Permission granted by Champs
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    As Champs reimagines stores, mall convenience meets e-commerce perks

    The sports retailer’s new store concept aims to use technology to offer frictionless experiences that blend the benefits of its digital and physical channels.

    By • Updated July 7, 2025
  • Sam's Club
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    Courtesy of Sam's Club
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    How Sam’s Club sees fresh food, digital tools fueling its ambitious growth plans

    Walmart-owned club retailer is enhancing the shopping experience with sushi, automated receipt checks and a new app platform, its CFO said at a conference.

    By Catherine Douglas Moran • June 30, 2025