McDonald’s looks to loyalty to recapture traffic after disappointing quarter

Strong sales from the McDonald’s rewards program couldn’t offset the negative impact of an E. coli outbreak.

By Bryan Wassel • Feb. 10, 2025

Amazon prioritizes AI-powered convenience, fast delivery in 2025

The company boosted customer service satisfaction with a generative AI-powered chatbot, and its Rufus shopping assistant is simplifying product searches.

By Bryan Wassel • Feb. 7, 2025

Explore the Trendline➔

Technology

In this Trendline, CX Dive explores what technology businesses are investing in to improve CX and examples of successful rollouts.

By CX Dive staff

Calling a customer? Brands can now display ‘reason for call’

TransUnion and AT&T offer companies the ability to display brand name, company logo and the reason for their call when dialing Android users.

By Kristen Doerer • Feb. 6, 2025

More than 90% of grocery shoppers are omnichannel

A majority of U.S. households are engaged in some form of omnichannel shopping, and app improvements can capitalize on the opportunity, according to a recent FMI and NielsenIQ report.

By Peyton Bigora • Feb. 6, 2025

Starbucks CEO zeroes in on ‘bringing order to mobile ordering’

The company is tackling the bottleneck from online orders with an algorithm that will give in-person customers priority.

By Bryan Wassel • Jan. 31, 2025

Joybird brings home design tool to mobile devices

Augmented reality lets users visualize furniture in their own home, while a Space Planner view allows shoppers to view and share room designs.

By Tatiana Walk-Morris • Jan. 31, 2025

Chewy holds the top spot as overall satisfaction with online retail declines

The American Customer Satisfaction Index’s review of nearly 42,000 consumer surveys found two-thirds of online retailers saw satisfaction drop.

By Bryan Wassel • Jan. 30, 2025

CVS launches app that lets shoppers access locked-up merchandise

The company is testing the feature in a few stores to address a customer pain point that has come to the fore as retailers attempt to thwart thieves.

By Tatiana Walk-Morris • Jan. 29, 2025

Starbucks invests in employees, order fulfillment to drive customer experience

The company is rethinking its drink creation processes to speed up throughput, while investing in staff to help them create better experiences.

By Bryan Wassel • Jan. 29, 2025

Why don’t more contact centers offer automatic callbacks?

Automatic callbacks can improve customer satisfaction and lower costs, but some companies would rather avoid calls altogether.

By Michael Brady • Jan. 27, 2025

American Airlines boasts record loyalty enrollments in 2024

The airline’s loyalty program members account for three-quarters of its premium cabin revenue, which was up 8% in Q4 2024. 

By Bryan Wassel • Jan. 24, 2025

United credits app enhancements for customer satisfaction boost

The carrier integrated Apple AirTag data into its mobile app as well as the capability to reassign customers to their preferred seat.

By Kristen Doerer • Jan. 22, 2025

Bank of America credits CX, digital capabilities for account growth

The bank added 213,000 net new consumer checking accounts in the fourth quarter, marking six consecutive years of quarterly growth.

By Kristen Doerer • Jan. 17, 2025

How Circle K turns customer feedback into actionable insights

The retailer’s communication app aims to enhance CX by processing feedback, from the results of new policies to the location of spills, and sending it to the right person.

By Bryan Wassel • Updated Feb. 3, 2025

Sonos CEO out as company cleans up botched app release

Departing CEO Patrick Spence took ownership for the issues with the Sonos app in past earnings calls, saying his "push for speed backfired."

By Kristen Doerer • Jan. 13, 2025

Why unstructured feedback is key to authentic Voice of Customer (VoC) analysis

More than a score: Uncover the 'why' in feedback with unstructured data to drive empathy and loyalty.

Jan. 13, 2025

How grocers can make online sampling a curated experience for shoppers

Swish aims to make product discovery in delivery and pickup orders a more personalized experience. 

By Peyton Bigora • Jan. 9, 2025

Concerns linger even as consumers embrace generative AI

Generative AI can drive convenience, but Deloitte and Gartner experts say transparency is necessary to win over wary consumers.

By Bryan Wassel • Jan. 7, 2025

What CX leaders should know about frictionless payments

Frictionless payments can slash transaction times, improve data security and provide valuable insights into consumer purchasing behavior and preferences.

By Michael Brady • Jan. 6, 2025

E-commerce, media behind in digital accessibility, study finds

Banks outperformed e-commerce and media websites, according to a Contentsquare Foundation audit.

By Bryan Wassel • Jan. 3, 2025

Customers want payment convenience during and after transactions

Debit cards are convenient for in-store payment experiences, while digital wallets have benefits for customers making purchases online.

By Bryan Wassel • Jan. 3, 2025

How CIOs encourage tech adoption across generations

Boomers and Gen Z face different challenges adopting workplace tools, but collaborative training can bridge the gap, CIOs say.

By Suman Bhattacharyya • Jan. 2, 2025

5 customer experience predictions for 2025

Analysts expect boosts in budgets, an overreliance on metrics without actions to match and failing efforts to improve accessibility.

By Kristen Doerer , Bryan Wassel • Dec. 17, 2024

Target launches generative AI gift finder

The Bullseye Gift Finder debuted with a focus on toys and provides shoppers with personalized product recommendations. 

By Tatiana Walk-Morris • Dec. 12, 2024

Slow website? It’ll cost you.

Three-quarters of consumers have simply abandoned a cart because of a slow website, Liquid Web found.

By Kristen Doerer • Dec. 11, 2024