Bryan Wassel

Hasbrouck Heights

Reporter at CX Dive

Associate Editor of @RTouchPoints

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Articles

Amazon CEO: AI agents will shrink staff but improve CX

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Amazon expects its generative AI investments to continue improving its customers’ experience — and eventually shrink its workforce, CEO Andy Jassy in a blog post Tuesday.
Customers keep coming back when product information is easy to find

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. More than 2 in 5 consumers say they have abandoned a purchase due to insufficient product information, according to a Syndigo survey of 8,500 people in six countries released last week. Three-quarters of shoppers say they are more likely to return to a brand or store for similar purchases after they were able to quickly find all the information they wanted about a product.
Consumers turn to AI for faster, natural language product searches

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. About two-thirds of consumers say they either somewhat or completely trust AI-powered shopping recommendations, according to a Bloomreach survey of 1,000 people released last week. Shoppers expect AI assistants to help them find products faster. That was one of the top three expectations shoppers said they have of AI assistants across retail, beauty, grocery, financial services, and home appliances and furniture industries.
Want to prepare for generative AI? Get your knowledge base up to par

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. The rise of generative AI-powered search engines and agents is poised to change how people interact with brands, from buying products to seeking customer service. The technology is still in the early days, and no one can say just how the generative AI future will pan out. However, experts encourage CX leaders to prepare for however AI models evolve by putting a proper knowledge sharing strategy in place.
Dave & Buster’s dials back some of its ‘confusing’ experience changes

2 weeks ago | customerexperiencedive.com | Bryan Wassel

Dave & Buster’s is simplifying the guest experience as it continues to scale back overcomplicated changes, interim CEO Kevin Sheehan said on a Q1 2025 earnings call Tuesday. The restaurant is testing out a simplified rate structure for the Power Cards customers purchase to play games, according to Sheehan. The company wants to improve the customer journey from the moment they buy a card to selecting options for extra points.
Stitch Fix personalization investments show signs of paying off

2 weeks ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Stitch Fix executives credited its client experience improvements, particularly deeper customer-stylist relationships and improved flexibility, for improved financial results on a Q3 2025 earnings call Tuesday. The company increased the maximum number of items per order from five to eight last year, which is directly contributing to 10% year-over-year average order value growth, according to CEO Matt Baer.
How ButcherBox infused its unique identity into its loyalty program

2 weeks ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. For ButcherBox, the company’s unique identity is an essential ingredient of its loyalty program. Savings are a starting point, but encouraging engagement requires companies to go beyond the basics, according to Reba Hatcher, chief commercial officer at ButcherBox. A strong loyalty program also has the essence of what attracted customers to the brand in the first place.
Generative AI enters ‘recommendation era’ as search falls to the wayside

2 weeks ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. More than 7 in 10 consumers say they use generative AI tools regularly, according to an Accenture survey of 18,000 peoplein 14 countriesreleased last week. Half of these users have already used the technology to inform a purchasing decision. Another 18% of active generative AI users said the technology was their preferred source for purchase recommendations.
Want to encourage generative AI use? Reassure customers that humans are available

2 weeks ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Half of customers are willing to use a generative AI assistant in customer service interactions, according to a Gartner survey of more than 4,800 consumers released last week. That willingness, however, varies by consumers’ preferred channel.
Five Below CEO credits ‘maniacal focus’ on CX for a strong quarter

3 weeks ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Five Below’s “maniacal focus on delivering a great customer experience” drove strong financial results, CEO Winnie Park said on a Q1 2025 earnings call Wednesday. The discount retailer is investing in more labor hours for its store associates while simplifying their workload. As a result, workers are better able to keep shelves stocked and spend more time helping customers, according to Park.