Twilio appoints new CEO after co-founder steps down

Khozema Shipchandler took over leadership of the customer engagement platform company as activist shareholders demanded drastic changes.

By Kristen Doerer • Jan. 8, 2024

Rite Aid banned from use of facial recognition tech for 5 years

The company’s “reckless” use of the technology harmed customers, the FTC said.

By Nate Delesline III • Jan. 5, 2024

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

Visa launches Web3 loyalty tool with focus on curated experiences

The payment services is looking to meet consumers’ growing expectations for loyalty programs by enhancing them with gamified features, curated experiences and easier shopping.

By Bryan Wassel • Jan. 4, 2024

Companies expand digital payment options to improve checkout experience

Embedded payment options like digital wallets are becoming table stakes for businesses looking for better checkout experiences.

By Bryan Wassel • Jan. 3, 2024

How Google’s settlement will change in-app payments

Google’s settlement with attorneys general this week includes a lengthy list of changes the tech titan must make in its approach to in-app payments.

By Lynne Marek • Jan. 3, 2024

Poor website experiences are costing businesses

Consumers abandon an average of five purchases every year due to poor websites, a Storyblok survey found.

By Kristen Doerer • Dec. 22, 2023

For Southwest’s first chief customer officer, his No. 1 concern is trust

Tony Roach spoke with CX Dive about the lessons learned from last year’s holiday travel fiasco, and what the airline is doing to illustrate improvements to customers.

By Kristen Doerer • Dec. 21, 2023

Delta expands Digital ID program for ‘frictionless airport experience’

The airline is using its biometric facial matching technology to work around physical ID checks at select airports.

By Kristen Doerer • Dec. 18, 2023

How to maintain trust in the holiday cyberthreat season

Trust is a cornerstone of a good experience, and retailers need to reassure customers that their data is safe during the holidays.

By Kristen Doerer • Dec. 18, 2023

IRS wants to make it easier for you to pay your taxes

The agency, as it puts a renewed focus on taxpayer experience, is piloting its own tax filing software.

By Kristen Doerer • Dec. 15, 2023

Adobe leans into AI-powered tools as demand for digital experiences grows

The vendor is reimagining its Experience Cloud suite and creating new generative AI-powered solutions to fuel growth in coming quarters.

By Bryan Wassel • Dec. 14, 2023

Google Pay to launch buy now, pay later pilot

The tech giant tapped Affirm and Zip to pilot installment payment options through Google Pay.

By Caitlin Mullen • Dec. 14, 2023

Qualtrics partners with Epic to improve patient experience

One of the first phases of the partnership will be capturing the “voice of the patient,” Qualtrics' chief medical officer told CX Dive.

By Kristen Doerer • Dec. 7, 2023

Rage clicks and dead links: Online shopper frustration grew on Cyber Monday, research finds

Cyber Monday spending hit an all time high, but shoppers' frustration grew along with it.

By Kristen Doerer • Dec. 5, 2023

Staples’ deliveries, customer service hit by cyberattack

The office supply retailer expects to fully catch up on back orders after online processing and deliveries were briefly disrupted.

By David Jones • Dec. 1, 2023

Salesforce boasts it is the ‘No. 1 AI CRM’

With the booming popularity of Einstein GPT, Salesforce is leading the way in implementing AI into CRMs.

By Kristen Doerer • Dec. 1, 2023

5 experts on how airlines can maintain good CX during the Thanksgiving rush

Carriers that failed to get a handle on predictable disruptions last year don’t have the luxury of failing customers again this year.

By Kristen Doerer • Updated Nov. 27, 2023

Consumers’ top online shopping pet peeves

Slow website loading times are the biggest drain, Contentsquare found, followed by excessive pop-ups and unavailable items.

By Kristen Doerer • Nov. 21, 2023

Hyundai says Amazon partnership will improve car-buying process

The online sales partnership comes as car buyers become more frustrated with the traditional vehicle purchase process.

By Eric Walz • Nov. 20, 2023

H&R Block vows to make tax filing easier in bid to acquire customers

The company is pushing app experience improvements ahead of the 2024 tax season amid worries the IRS will launch its own free tax filing app.

By Kristen Doerer • Nov. 14, 2023

Warby Parker invests in tech for holistic customer experience

The vision care retailer is investing in its digital capabilities as it pursues a stronger tech stack, better user experiences and productivity gains. 

By Lindsey Wilkinson , Kristen Doerer • Nov. 9, 2023

How IT leaders can declutter customer experiences

Technology decision makers instinctively add new features to improve end-user experiences, but there’s power in taking away capabilities, too, Gartner’s Michael Chiu said.

By Lindsey Wilkinson • Nov. 7, 2023

What PXG learned from measuring customer satisfaction

For every point increase in satisfaction at Parsons Xtreme Golf, there was an increase in the odds of a customer making a purchase.

By Rosalyn Page • Nov. 7, 2023

Southwest Airlines to fuel growing customer engagement with loyalty perks

The company has recovered from a tumultuous spate of flight cancellations in late 2023 with a renewed focus on the customer experience.

By Bryan Wassel • Nov. 3, 2023

Amazon’s generative AI investments to fuel CX improvements, CEO says

Generative AI is fueling better browsing experiences at Amazon and powering next-generation customer experience initiatives at AWS.

By Bryan Wassel • Nov. 1, 2023