The Latest

  • 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.

  • A QR code is displayed on a guest room TV.
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    Courtesy of IHG Hotels & Resorts
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    Hotel room amenities, tech boost guest satisfaction: J.D. Power

    Despite record room rates, U.S. hotel guests across every segment feel they are getting a greater value for their stays, thanks in part to in-room features.

  • 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.

  • 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.

  • 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.

  • close up of a man typing on a laptop
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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.

  • 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.

  • ASOS logo on a rack of clothing
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    Gonzalo Marroquin via Getty Images
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    ASOS launches loyalty program as part of turnaround effort

    Base membership perks include early access to product drops and a birthday discount, while higher tiers can access exclusive sales and invitations to in-person events.

  • 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.

  • 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.

  • A shopper stocks up on merchandise at a Sam's Club store.
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    Scott Olson via Getty Images
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    Sam’s Club adds more value to its membership with pet perks

    Pet-focused benefits can help membership and paid loyalty programs drive shopper frequency, according to Gartner’s Brad Jashinsky.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • Screenshot of Grocery Dealz's website's homepage
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    Retrieved from Grocery Dealz.
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    New grocery app allows for real-time price comparison

    Grocery Dealz acts as an e-commerce marketplace that allows shoppers to compare costs between supermarkets and quickly build a cart.

  • Contact center agents work in a row at call center.
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    HRAUN via Getty Images
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    C-suite leaders have a vision for where generative AI fits in CX

    More than half of C-suite respondents said that generative AI in customer service and customer experience would be extremely important, per a Publicis Sapient survey.

  • 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.

  • A woman looks out of a hotel room window.
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    PixelsEffect via Getty Images
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    Consumers shift spending to brands with more value for the price: report

    Amid ongoing economic uncertainty, hotels that merely offer low prices could lose out to competitors that are perceived as better quality, more trustworthy or friendly, per Deloitte.

  • A photo of a person pouring a beverage from a large dispenser in a store into a white and yellow disposable cup. the person has a lid for the cup in the other hand.
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    Permission granted by Love's Travel Stops & Country Stores
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    Why c-store customer experience is more important than ever

    From friendly workers to helpful technology to a loyalty program that’s worth their time, shoppers increasingly value the personal touch, according to new data from Intouch Insight.

  • A close up of a person holding a phone featuring rewards points and the ability to redeem them.
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    Debalina Ghosh via Getty Images
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    What makes for a good loyalty program?

    The elements will depend on a brand’s customer base, industry and competition. But analysts and loyalty leaders identified commonalities across successful programs: differentiation, value and emotional connection.

  • 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.

    Updated July 7, 2025
  • People check in at kiosks at an airport.
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    Justin Sullivan via Getty Images
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    American Airlines CIO on redefining CX with tech

    On a recent podcast, Ganesh Jayaram discussed the carrier’s revamped app and self-service capabilities as it turns to AI to avoid missed connections.

  • A person walks on a stage and gives a speech.
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    Permission granted by Forrester
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    Top customer experience conferences in 2025

    Customer service automation, loyalty programs and data management are just some of the areas these upcoming events will touch upon.

    Updated June 30, 2025