Consumers are satisfied with banks, American Bankers Association survey finds

The trade association presented its survey findings as evidence that the Consumer Financial Protection Bureau’s proposed regulations are unnecessary.

By Kristen Doerer • March 22, 2024

Companies aren’t fulfilling customer service promises, employees say

Customer expectations grew during the pandemic, but companies aren’t adequately staffing workplaces to keep pace, according to Gallup analysis.

By Kristen Doerer • March 19, 2024

Arise to pay $2M to customer service agents for alleged wage theft

The customer service company misclassified at least 250 workers in the District of Columbia as independent contractors and failed to pay minimum wages, the attorney general alleged.

By Kristen Doerer • March 18, 2024

As passenger expectations rise, airport CX becomes a priority

Passengers ranked two smaller U.S. airports as the top North American airports for departure experience, according to Airports Council International World.

By Kristen Doerer • March 12, 2024

Customers trust their banks, but data security is a top worry, survey finds

Good customer service was the leading reason for customer satisfaction, a EPAM Continuum report found.

By Kristen Doerer • March 8, 2024

Aim for forgettable experiences, CSG says

Yes, it’s counterintuitive. But customers value easy experiences over exceptional ones, CSG said in a recent report.

By Kristen Doerer • March 6, 2024

Klarna sees its AI assistant as a success. Is it too early to tell?

The Open AI-powered customer service assistant is handling the work of 700 full-time agents, Klarna said, but experts note the human touch is still important.

By Bryan Wassel • March 4, 2024

Uber overhauls live chat, increasing customer adoption

The ride-hailing company worked to cut error rates to make it a more reliable customer service channel, growing the share of customers using live chat.

By Bryan Wassel • Feb. 26, 2024

USAA, Navy Federal lead consumer banking NPS rankings

The companies beat out the competition for highest net promoter scores among banks providing checking and savings accounts, NPS Prism found.

By Kristen Doerer • Feb. 23, 2024

AI can improve customer service, but agents remain essential

AI and agents together will be essential to keep up with growing demands for a great customer service experience, a Customer Contact Week survey found.

By Bryan Wassel • Feb. 21, 2024

Gartner expects the EU to mandate ‘right to talk to a human’ by 2028

Customer service leaders investing heavily in AI solutions would do well to keep a human in the loop, Gartner advises.

By Kristen Doerer • Feb. 20, 2024

Inside the IRS’ journey to allow taxpayers to file for free

In designing the free tax filing product, the IRS focused on ease of user experience as well as scalability.

By Kristen Doerer • Feb. 8, 2024

Insurance has the data to tap generative AI for a CX overhaul

Insurance has a reputation problem when it comes to customer experience, but select generative AI uses can make the claims process a more pleasant experience.

By Bryan Wassel • Feb. 2, 2024

American Airlines lays off 656 employees in customer support restructuring

The airline wants to simplify post-travel care by combining multiple customer service groups under a new Customer Success team.

By Bryan Wassel • Jan. 30, 2024

United Airlines’ investments in CX pay off as NPS rises

“Thanksgiving and the entire fourth quarter had the highest NPS scores in our post-pandemic history,” President Brett Hart said.

By Kristen Doerer • Jan. 24, 2024

Net promoter scores dropped in most industries in 2023, Forrester finds

Twice as many brands saw a decrease in their net promoter score compared with 2022, Forrester finds.

By Kristen Doerer • Jan. 19, 2024

Ulta topped $10B in sales last year. How the beauty retailer stays relevant

CEO Dave Kimbell discussed recent innovations the retailer has introduced and why the beauty category is expected to remain strong.

By Caroline Jansen • Jan. 18, 2024

What’s behind the overall decline in CX quality

Businesses are falling short on meeting customer expectations.

By Kristen Doerer • Jan. 16, 2024

How Dow grew customer satisfaction in support services

By using voice of the customer insights, Dow identified problem areas in its support services and revamped its CX strategy.

By Kristen Doerer • Jan. 5, 2024

National Park Service again tops federal agencies for best CX

The federal parks agency has the best customer experience for the seventh year in a row, according to a Forrester report.

By Kristen Doerer • Jan. 5, 2024

Southwest rebounds quickly from holiday delays

After last year's December fiasco, the carrier was able to overcome service bumps that stranded thousands of passengers.

By Kristen Doerer • Jan. 2, 2024

FedEx aims to deliver ‘peace of mind’ during final stretch of holiday deliveries

Estimated arrival times and pictures showing proof of delivery are among the tools FedEx is leaning on to improve the delivery experience for the holidays and beyond.

By Bryan Wassel • Dec. 21, 2023

For Southwest’s first chief customer officer, his No. 1 concern is trust

Tony Roach spoke with CX Dive about the lessons learned from last year’s holiday travel fiasco, and what the airline is doing to illustrate improvements to customers.

By Kristen Doerer • Dec. 21, 2023

The biggest CX lessons of the 2023 holiday season

The holidays are drawing to a close, but it’s never too early to start preparing for next year.

By Bryan Wassel • Dec. 20, 2023

FTC finalizes rule to fight dealer bait-and-switch tactics, junk fees

The Combating Auto Retail Scams rule bans dealers from misrepresenting key information like price or charging consumers for add-ons that do not provide them with a benefit.

By Michael Brady • Dec. 19, 2023