The Latest

  • An electronic shelf label a grocery store.
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    Catherine Douglas Moran/CX Dive
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    Grocery trade groups caution FTC on overly broad pricing enforcement

    Both FMI and the NGA called for the agency to distinguish between personalized pricing and personalized promotions.

  • man working on computer
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    VioletaStoimenova via Getty Images
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    Sponsored by ServiceNow

    What an autonomous CRM actually looks like

    The autonomous CRM coordinates and completes work, keeping people in control for when judgment and empathy are needed

  • Customers line up in a drive-thru at a Starbucks store
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    Justin Sullivan / Staff via Getty Images
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    When the drive-thru feels fast and friendly, satisfaction grows

    Dutch Bros Coffee, Chick-fil-A and Starbucks ranked as not just the friendliest brands, but the ones with the highest overall satisfaction, a QSR and InTouch CX study found. 

  • An office worker becomes overwhelmed at the amount of meeting notifications he is receiving.
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    Courtesy of Southwest
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    Southwest turns notifications into rewards in loyalty campaign

    The promotion comes as the airline has seen enrollment in its rewards program jump 35%.

  • A photograph of a digital menu board at McDonald's with various meal options.
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    Julie Littman/CX Dive
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    McDonald’s disputes reports that it uses AI to set prices

    The chain provides franchisees with tools, resources and recommendations for pricing, but operators ultimately make menu price decisions. 

  • A man rolls his suitcase through an airport terminal.
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    Justin Sullivan via Getty Images
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    Expedia adds slew of loyalty perks including lounge access for flight delays

    The online travel platform wanted to make its loyalty program simpler for members while balancing instant perks with rewards for future trips.

  • A calculator and stethoscope rest on a medical bill.
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    Getty Images
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    A health insurance agency’s journey from pilot to full-time voice AI agent

    The majority of eHealth’s customers call during Medicare open enrollment, but after struggling with high call volume, the company turned to voice AI agents for help.

  • A phone with Tik Tok Shop pulled up.
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    Photo illustration by Ezra Acayan/Getty Images via Getty Images
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    TikTok to add AI-powered discovery and one-click checkout to its platform

    TikTok is already a source of product discovery. Now, it’s adding into the mix a conversational AI agent that can remember user needs, and it’s making purchasing on its platform even easier. 

  • Visa Mastercard interchange fee litigation merchants Brooklyn federal court Walmart
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    Getty Images
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    Walmart defends pricing practices, again

    The retailer says it won't renew a key patent that could leverage scan-and-go tech to personalize prices. It's one of several that has drawn the attention of a progressive advocacy group.

  • A person looks at their phone while repairing a sink.
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    Getty Images
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    Home Depot and Lowe’s share a common goal for their AI assistants, but their strategies diverge

    CX Dive spoke with the two retailers to understand how their AI assistants are helping shoppers navigate the tricky home improvement category.

  • People walk through a convention hall.
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    Bryan Wassel/CX Dive
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    Top customer experience events to attend in 2027

    CX practitioners can hear from other leaders, analysts and executives and discuss strategies to surmount new and perennial experience challenges.

  • People walking down a city street.
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    Daphne Howland/CX Dive
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    Gap unveils AI-assisted shopping, three decades after its first website

    Starting Monday, customers can get recommendations from the Alta Daily and Daydream platforms. Banana Republic and Old Navy are also launching conversational shopping agents.

  • A person uses an AI chatbot on a smartphone while sitting in front of a computer
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    Getty Images
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    Consumers favor AI shopping assistants from brands they already use and trust

    Companies should be wary of leveraging brand trust when considering the rollout of an AI shopping assistant.

  • People walking by Nordstrom's New York City store at the holidays.
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    Daphne Howland/CX Dive
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    Retailers, consumers both on edge as the holidays approach

    Consumers are starting their holiday shopping earlier and seeking value, as rising prices pressure budgets.