CX Dive

CX Dive offers comprehensive reporting and analysis on the key news and trends influencing the customer service industry. Their newsletter and website explore various subjects including customer service strategies, personalization techniques, loyalty programs, artificial intelligence, automation, and much more.

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How Sprouts’ focus on its target customers fuels growth

5 days ago | customerexperiencedive.com | Peyton Bigora

This audio is auto-generated. Please let us know if you have feedback. Sprouts Farmers Market is set to debut its inaugural loyalty program next month and scale it chainwide by the end of this year — and this is just the latest effort by the specialty grocer that centers its long-term growth around target customers.
‘Reward relevance’ a top challenge for hospitality loyalty: report

1 week ago | customerexperiencedive.com | Noelle Mateer

This audio is auto-generated. Please let us know if you have feedback. The hospitality and tourism industry is most likely to report “reward relevance” as a top challenge when it comes to loyalty programs, according to the 2025 EY Loyalty Market Study, released last week. Some 35% of the sector’s corporate respondents to EY’s study cited “reward relevance” when asked their top challenges, higher than the 28% of respondents across industries who indicated the same.
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.
Cigna launches new generative AI assistant for members

1 week ago | customerexperiencedive.com | Rebecca Pifer

This audio is auto-generated. Please let us know if you have feedback. Cigna unveiled a number of new digital tools last week meant to improve customer experience with its health benefits portal, including a virtual assistant based on generative artificial intelligence. The rollout — part of the insurer’s larger push to make it easier for members to access and afford the benefits they’re due — also includes a new tool to match patients to in-network providers.
Why RCS is gaining traction among business and consumers alike

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.
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.
Shein pushes consumers toward overconsumption, report says

2 weeks ago | customerexperiencedive.com | Laurel Deppen

This audio is auto-generated. Please let us know if you have feedback. Shein uses “deceptive techniques” intended to push consumers to purchase more, according to a complaint filed with the European Commission last week. EU consumer organization BEUC filed the complaint, claiming Shein’s use of “dark patterns” increased the “environmental and societal problems” that fast fashion causes.
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.