Kristen Doerer

1 week ago | customerexperiencedive.com | Kristen Doerer

This audio is auto-generated. Please let us know if you have feedback. A majority of business leaders say RCS, or rich communication services, will be game-changing for business messaging, according to a Sinch report released Monday. Sinch surveyed 2,800 consumers globally and more than 1,600 business leaders. Nearly 9 in 10 business leaders are at least somewhat familiar with RCS, the survey found.

2 weeks ago | customerexperiencedive.com | Kristen Doerer

Customer service employees brought a lawsuit against Wayfair, proposed as a class action Tuesday, alleging the company did not fully compensate them for the extra time they worked. The lawsuit, which was filed in federal court in Massachusetts, alleges Wayfair violated wage laws in eight states, including Colorado, Illinois, North Carolina, Nevada, New York, Pennsylvania, Utah and Virginia. Wayfair did not respond to CX Dive’s request for comment prior to publication.

2 weeks ago | customerexperiencedive.com | Kristen Doerer

Chewy’s loyalty programs, including its Autoship subscription program and its burgeoning paid Chewy+ program, helped it grow active customers and sales, executives said during a Q1 2025 earnings call Wednesday. Chewy’s active membership grew 3.8% year over year to end the quarter with 20.8 million active customers. Net sales grew 8% year over year to $3.12 billion.

2 weeks ago | customerexperiencedive.com | Kristen Doerer

This audio is auto-generated. Please let us know if you have feedback. American Airlines named three members Monday to its newly formed Customer Experience Advisory Board to help shape the carrier's strategy for serving customers. The advisory board replaces the Operational Excellence Advisory Board.

2 weeks ago | cybersecuritydive.com | Kristen Doerer

This audio is auto-generated. Please let us know if you have feedback. Adidas informed customers of a breach last month. An unauthorized entity “obtained certain consumer data through a third-party customer service provider,” the sportswear retailer said in a statement. Adidas isn’t alone. In recent months, retailers have suffered a string of cyberattacks. Nearly 2,900 North Face customer accounts were breached. Cartier was hacked and some client data stolen.