Customer Service
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TD Bank names US leader of consumer solutions, services
Allison Robinson will lead the regional bank’s day-to-day store operations, sales and advice, customer experience and more.
By Kristen Doerer • Dec. 18, 2024 -
Galeanu Mihai via Getty Images
Customer service teams are behind on AI usage policies
Even though 4 in 5 customer support teams want to hand off tasks to AI, the profession as a whole is behind others when it comes to adoption, a Freshworks survey found.
By Bryan Wassel • Dec. 17, 2024 -
Explore the Trendline➔
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TrendlineCustomer service
In this Trendline, CX Dive explores how customer service is evolving to fit the needs of the modern businesses and demands of today’s customers.
By CX Dive staff -
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Macy touts NPS gains in mixed earnings report
The retailer reached the “highest net promoter scores that we've seen on record at the Macy's brand,” according to CEO Tony Spring.
By Kristen Doerer • Dec. 13, 2024 -
Courtesy of Best Buy
Best Buy launches scheduled parcel delivery
The capability, live in several U.S. markets, allows customers to schedule a two-hour delivery window up to a week in advance.
By Max Garland • Dec. 10, 2024 -
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How to perfect customer service for holiday-stressed customers
Customers are sensitive to bad service during the holiday season, but resolving issues on first contact can help earn long-term loyalty.
By Bryan Wassel • Dec. 10, 2024 -
Roberto Schmidt via Getty Images
DOT proposal would make airlines pay customers for canceled flights
The agency is considering requiring airlines to pay customers at least $200 for trip delays.
By Kristen Doerer • Dec. 9, 2024 -
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Senators press airline executives over ‘junk fees’
Executives faced a grilling after a Senate subcommittee report found that five airlines pocketed $12.4 billion in seat fees over a five-year period.
By Kristen Doerer • Dec. 6, 2024 -
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Consumers find customer service as stressful as the initial problem, survey finds
Two-thirds of respondents say they hesitate to contact customer service because they expect long hold times, a Zingly.ai and Dynata survey found.
By Bryan Wassel • Dec. 2, 2024 -
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5 ways retailers can boost customer experience this holiday season
Black Friday presents retailers with opportunities to meet shifting customer expectations, foster loyalty and provide standout service.
By Kristen Doerer • Nov. 27, 2024 -
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Are customers tipping more? Here’s what the data says.
While customers feel more pressure to tip across industries, they still tip a relatively stable 18% at restaurants.
By Julie Littman • Nov. 26, 2024 -
SiriusXM ran afoul of federal statute with cancellation policy, judge rules
The satellite radio provider made it too difficult for customers to cancel their subscriptions, a New York supreme court justice ruled last week.
By Kristen Doerer • Nov. 25, 2024 -
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How consumers are using social media for holiday customer service
Facebook is the most common platform for customers contacting brands through social media, with Gen Z leaning toward Instagram.
By Bryan Wassel • Nov. 15, 2024 -
Edwin Lopez/CX Dive
Locked-up products give shoppers cold feet, study finds
A Numerator study found 27% of shoppers will switch retailers or abandon their purchase altogether when merchandise is locked up.
By Howard Ruben • Nov. 11, 2024 -
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Most consumers prefer live agents for customer service, survey finds
Nearly half of consumers say they don’t trust information from chatbots. Transparency and guardrails are key to building that trust, experts say.
By Bryan Wassel • Nov. 1, 2024 -
Photo illustration: Industry Dive; Joe Readle/Getty Images; Brandon Bell/Getty Images
As Election Day approaches, what’s the future of federal CX?
While both Vice President Kamala Harris and former President Donald Trump have a record of supporting federal CX initiatives, they have differing priorities.
By Kristen Doerer • Oct. 31, 2024 -
Chip Somodevilla via Getty Images
FCC opens review of customer service practices of cable, phone companies
“No one should get stuck in a doom loop trying to cancel a subscription or just get a human being to help resolve their service problems,” FCC Chairwoman Jessica Rosenworcel said Wednesday.
By Kristen Doerer • Oct. 25, 2024 -
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Deep DiveWhat the FTC’s ‘click-to-cancel’ rule means for customers
Canceling a subscription can prove frustrating for consumers. Will the Federal Trade Commission’s new regulation improve their experience?
By Kristen Doerer • Oct. 22, 2024 -
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Customer service company TTEC faces lawsuit alleging labor violations
The class-action lawsuit claims that remote customer service agents had to purchase their own equipment without proper compensation, resulting in lost overtime wages.
By Bryan Wassel • Oct. 18, 2024 -
Gorodenkoff via Getty Images
FTC unveils final ‘click-to-cancel’ rule for consumers
The agency rule targeting recurring payments comes amid a broader effort by the Biden administration to reduce consumer “junk” fees.
By Justin Bachman • Oct. 16, 2024 -
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Zendesk, Zoom unveil AI voice tech for contact center operations
The two providers separately unveiled automated upgrades to their solutions as vendors continue to shift toward AI-based customer support.
By Bryan Wassel • Oct. 14, 2024 -
Courtesy of AWS
How Brightcove leveraged generative AI to transform customer support
Streaming services provider Brightcove prides itself on delivering excellent customer service and adopted Amazon Q to enhance its support operations.
By Rosalyn Page • Oct. 14, 2024 -
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Study: Chick-fil-A leads in drive-thru satisfaction, Taco Bell in speed
Intouch Insight’s drive-thru study found across-the-board improvements in chains’ speed. The firm added Raising Cane’s to its ranking for the first time.
By Aneurin Canham-Clyne • Oct. 11, 2024 -
fizkes via Getty Images
Voice technology can drive customer service efficiency, but barriers remain
The technology can enable faster customer service, but inaccuracy and trouble processing accents remain significant barriers to usage.
By Bryan Wassel • Oct. 11, 2024 -
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Front-line managers are struggling to find quality workers for holiday season, Axonify says
Managers are feeling increased burnout going into the holidays, and more than a third have considered quitting during the last two months.
By Carolyn Crist • Oct. 8, 2024 -
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Southwest lays out fresh offerings to meet customer and investor demands
The company unveiled a plan to meet customers’ evolving preferences while maintaining core policies, like free bags, that have differentiated the airline.
By Kristen Doerer • Sept. 27, 2024
