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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Dollar General customer satisfaction rises as it balances ‘value and convenience’

4 days ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Dollar General is combining value and convenience, including through digital improvements, to prepare the company for economic uncertainty, according to executives on a Tuesday. The off-price retailer expanded its DoorDash partnership to more than 16,000 stores and its own same-day delivery service to more than 3,000 stores, CEO Todd Vasos said.
Costco calls scan-and-go pilot ‘extremely successful’

4 days ago | customerexperiencedive.com | Kristen Doerer

This audio is auto-generated. Please let us know if you have feedback. Costco is piloting scan-and-go technology to expedite transactions and lower checkout wait times, CEO Ron Vachris said on a Q3 2025 earnings call last week. The scan-and-go pilot is part of the retailer's broader efforts to improve the in-store experience, reduce crowding and turn over parking faster. Scan-and-go tests have been “extremely successful,” Vachris said.
Kohl’s interim CEO to stay the course of its CX turnaround plan

5 days ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Kohl’s will maintain delivering an improved shopping experience as one of the core pillars of its turnaround plan, according to executives on a Q1 2025 earnings call last week. The company is staying the course under interim CEO Michael Bender, who was appointed last month after then-CEO Ashley Buchanan was fired for conflicts of interest.
Gap’s experience enhancements push NPS higher at Old Navy

5 days ago | customerexperiencedive.com | Kristen Doerer

This audio is auto-generated. Please let us know if you have feedback. Gap Inc.’s omnichannel efforts to meet customers where they are and revamp its brand experiences are paying off, particularly in e-commerce growth, executives said on a Q1 2025 earnings call Thursday. Online sales grew 6% year over year. Efforts to enhance customer experience pushed net promoter scores higher at Old Navy for stores and online, Gap Inc. President and CEO Richard Dickson said.
Ulta’s 45 million loyalty members will drive its personalization plans

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Ulta Beauty plans to better personalize its digital experience as the company prepares to navigate economic uncertainty, executives said on a Q1 2025 earnings call Thursday. The beauty retailer is expanding its automation and real-time content delivery capabilities across key digital channels, according to President and CEO Kecia Steelman.
Consumer pessimism eases amid cooling in U.S.-China tariff war

1 week ago | customerexperiencedive.com | Jim Tyson

This audio is auto-generated. Please let us know if you have feedback. Consumer pessimism about the future eased in May after a five-month gain amid a cooling in the U.S.-China tariff war, the Conference Board said TuesdayThe Consumer Confidence Index rose by 12.3 points this month to 98, the Conference Board said.
Business leaders expect agentic AI to take over customer service

1 week ago | customerexperiencedive.com | Kristen Doerer

This audio is auto-generated. Please let us know if you have feedback. Agentic AI is expected to handle more than two-thirds of all customer service interactions with technology vendors by 2028, Cisco projected in a report released Tuesday. Cisco surveyed nearly 8,000 business and technical decision-makers across 30 countries. A vast majority of respondents — 93% — believe agentic AI will make customer service more personalized, proactive and predictive.
Best Buy wants AI to offer customers fewer - but more relevant - search results

1 week ago | customerexperiencedive.com | Bryan Wassel

This audio is auto-generated. Please let us know if you have feedback. Best Buy will roll out an AI-powered search experience across its website and app in the coming year for customers and employees, executives said on a Q1 2026 earnings call Thursday. The updated search engine uses AI prompts to guide customers to more specific searches, according to CEO Corie Barry.
How emotional attachment can boost brand advocacy and retention

1 week ago | customerexperiencedive.com | Kristen Doerer

This audio is auto-generated. Please let us know if you have feedback. A majority — 70% — of consumers will choose a brand because they know the experience will be good, according to an Ipsos report released earlier this month. Ipsos surveyed 65,000 consumers from 18 countries. Nearly half of respondents — 46% — say they will pay more for better experiences. That number climbs to 52% for U.S. consumers.
A 2-point rating scale can reduce racial bias in customer feedback, research finds

1 week ago | customerexperiencedive.com | Carolyn Crist

This audio is auto-generated. Please let us know if you have feedback. Multi-point systems for customer feedback — such as five-star ratings for professional services or gig economy jobs — can lead to subtle, unconscious racial bias, according to a study from the University of Toronto. Instead, a two-point rating scale can reduce bias and the resulting potential financial consequences for non-White workers, researchers said.