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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United CEO shares strategic vision to build loyalty and boost revenue

1 week ago | customerexperiencedive.com | Kristen Doerer

This audio is auto-generated. Please let us know if you have feedback. United Airlines is performing well even amid economic volatility because “we’ve won the battle for brand loyal customers,” CEO Scott Kirby said on a Wednesday Q1 2025 earnings call. The airline's top line revenue for the quarter increased 5.4% to a company record $13.2 billion, EVP and Chief Commercial Officer Andrew Nocella said. Loyalty revenue grew 9% to $1.5 billion.
Scooter’s Coffee switches to points-based loyalty

1 week ago | customerexperiencedive.com | Aneurin Canham-Clyne

Scooter’s Coffee has redesigned its loyalty program as a points-based system in its app. Consumers now earn five points, called Smiles, for every dollar spent on orders placed in the app. Diners who scan their app at Scooter’s but don’t use it to pay for an order get three points per dollar, according to a press release emailed to Restaurant Dive.
Albertsons credits app experience, loyalty for digital sales boost

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Albertsons is leaning into its mobile app and its recently simplified loyalty program to help drive digital sales and customer engagement, executives said on a Q4 2024 earnings call Tuesday. Loyalty membership grew 15% year over year during the fourth quarter to more than 45 million members, according to EVP and COO Susan Morris, who will assume the CEO role on May 1. The number of actively engaged members rose 12%.
American Airlines looks to enhance in-flight experience with complimentary Wi-Fi

1 week ago | customerexperiencedive.com | Kristen Doerer

American Airlines is partnering with AT&T to offer complimentary in-flight Wi-Fi across more than 2 million flights in 2026, the airline announced Tuesday. The airline will offer the free Wi-Fi exclusively to AAdvantage loyalty program members.
Rent the Runway restructures its customer service

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Rent the Runway has restructured its customer service team with an emphasis on proactively helping customers rather than reacting after a problem is reported, CEO Jennifer Hyman said on a Q4 2024 earnings call Tuesday. About half of new customers now receive a call from customer service after they join that explains key subscription features and answers any lingering questions, as well as mid-month and end-of-month check-ins.
Online shopping brings convenience but lacks joy

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. More than half of customers seek a feeling of joy when shopping online, but three-quarters say e-commerce lacks excitement, according to a survey of 6,000 consumers released earlier this month by Criteo. More than one-third of respondents say they lament the loss of unexpected finds. Consumers are more likely to make impulse purchases in store, with 36% making one in store versus 13% on a website.
JPMorgan Chase, Wells Fargo: US consumers remain resilient

1 week ago | customerexperiencedive.com | Kristen Doerer

This audio is auto-generated. Please let us know if you have feedback. Amid an ongoing trade war, major banks say U.S. consumers remain resilient. JPMorgan Chase and Wells Fargo say consumer spending remains strong overall despite uncertainty, according to executives on first quarter 2025 earnings calls Friday. “Through the first quarter, our internal indicators continue to point towards the strength of our customers' financial position,” Wells Fargo CEO and President Charlie Scharf said.
How JCPenney’s new brand positioning is subverting consumer expectations

1 week ago | customerexperiencedive.com | Chris Kelly

JCPenney wants consumers to reconsider what they think they know about the 123-year-old department store chain. To do so, the retailer is launching an ambitious multistep marketing campaign that will introduce a new brand positioning that seeks to surprise shoppers with what its loyal customers already knows about its range of offerings and value proposition.
How third-party conversational AI could upend customer service

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. AI agents are taking their baby steps, and it’s only a matter of time before they walk with confidence. Take, for example, Amazon’s Alexa+ voice assistant, which can take on the role of a virtual agent. Alexa+ can book a reservation through OpenTable, reserve an Uber for a friend and text people your plans, according to Amazon.
Consumers say product discovery is key to better shopping experiences, survey finds

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Customers rank “finding the products I am looking for more easily” as the factor that would improve their shopping experience the most, according to an Attentive survey of 3,300 consumers released Thursday. Nearly half — 45% — selected the factor as their top option. The product search may span multiple channels; 3 in 5 consumers say they take multiple sessions or switch devices during their shopping journeys.