Customer Service

  • The outside of a Verizon store
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    Justin Sullivan via Getty Images
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    Verizon harnesses AI for better experiences, but associates still take point

    Generative AI is helping in-store associates find answers to 95% of customer inquiries, according to Verizon.

    By • May 15, 2024
  • Call center agents handle customer service at desks
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    Jacob Wackerhausen via Getty Images
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    Call center agents feel the pressure, and it’s hurting customer service

    High stress leads to poor customer service and burnout, but call centers have options to relieve the burden on agents.

    By • May 15, 2024
  • A person walks with luggage in front of window. Through the window, a plane sits at the gate and another is in the air.
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    Mario Tama via Getty Images
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    Airlines sue to block DOT ‘junk fees’ rule

    While the Department of Transportation says its rule will protect customers from surprise fees, U.S. airlines argue such regulations will confuse consumers.

    By • May 14, 2024
  • An empty desk with a headset and computer screen
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    South_agency via Getty Images
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    Senate Democrats push to keep call center jobs in US

    The bill would require companies that transfer call center operations overseas to notify the Department of Labor or face fines, among other penalties.

    By • May 13, 2024
  • Employees working at a call center
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    Hispanolistic via Getty Images
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    Call center data security can be complex. Here’s how to keep information safe.

    Specialized agents and well-trained chatbots are essential to keep customer data safe, experts say.

    By • May 13, 2024
  • Close-up of customer service representative wearing wireless headset working on desktop computer in call center.
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    simonkr via Getty Images
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    Call center agents feel overwhelmed, but research shows tech can offer relief

    Tools can help agents navigate complex policies and better understand customer inquiries, leading to better satisfaction, according to Deloitte Digital.

    By • May 8, 2024
  • CFPB Director Rohit Chopra
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    Chip Somodevilla via Getty Images
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    Chime dinged by CFPB for delayed customer refunds

    “When Chime discovered the issue, we worked with our vendor to resolve the error and issued refunds to impacted consumers,” a Chime spokesperson said, noting most issues occurred in 2020 and 2021.

    By Gabrielle Saulsbery • May 8, 2024
  • New Ford trucks parked outside at a dealership in Long Beach, California.
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    Eric Thayer via Getty Images
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    Ford invests in dealer education to improve customer experience

    With Ford University, the automaker is banking on highly informed dealers to serve as guides to customers throughout the buying process.

    By • May 3, 2024
  • Travelers stand at a check-in area in front of an Alaska Airlines sign.
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    Mario Tama via Getty Images
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    Airline staffing and customer satisfaction reach new highs. It’s no coincidence.

    “Three of the four factors of why airlines are doing well have to do with employees,” a Deloitte Digital analyst said.

    By • May 2, 2024
  • Block letters on wood paneling and a small sign jutting from a light stone building all read "J. Jill," above a store window.
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    Daphne Howland/CX Dive
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    J. Jill to elevate customer service in some stores

    The retailer’s multifaceted “One Wardrobe. No Limits” effort is based on research revealing women’s frustration with the clothes in their closets.

    By Daphne Howland • April 30, 2024
  • A person holds a smart phone on the IRS Direct File page in front of the Internal Revenue Service Building.
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    Tasos Katopodis via Getty Images
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    IRS’ Direct File pilot earns high user satisfaction

    Nine in 10 users of the free tax filing pilot ranked their experience as “excellent” or “above average,” according to a General Services Administration Touchpoints survey.

    By • April 29, 2024
  • An IHG Hotels and Resorts-branded robe
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    Jesse Grant via Getty Images
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    IHG taps Salesforce’s CRM to standardize customer data profiles

    By unifying its customer profiles across 19 brands, the hotel chain said it can offer customers more tailored experiences.

    By • April 29, 2024
  • Ally Financial, NYSE facade
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    Courtesy of Ally Financial
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    Ally Financial credits CX for high customer retention rates

    Ally maintained an “industry-leading” customer retention rate of 96%, according to its earnings statement.

    By • April 26, 2024
  • Workers on their computers at a contact center
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    VioletaStoimenova via Getty Images
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    Companies are asking customer service teams to generate revenue, too

    Nearly 9 in 10 leaders are reporting that their teams are expected to deliver more revenue through upselling, cross-selling and customer retention, Salesforce found.

    By • April 23, 2024
  • Picture of a man and a woman working at two computer stations in an office with headsets on.
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    PeopleImages via Getty Images
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    Why calling customer service has so many ‘speed bumps’

    Sometimes pressing “zero” repeatedly or saying “agent” over and over isn’t enough to redirect the line to a live person.

    By S.L. Fuller • April 22, 2024
  • United Airlines fleet
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    Courtesy of United Newsroom
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    United grows NPS despite hit from Boeing groundings

    Though the Max 9 grounding cost it $200 million, United pointed to its customer experience wins as a bright spot that will carry the company forward.

    By • April 18, 2024
  • American Privacy Rights Act
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    Kevin Dietsch / Staff via Getty Images
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    Solution to patchwork of state data-privacy laws shows promise

    By mostly preempting state laws, the American Privacy Rights Act would give companies a much-needed roadmap for compliance, privacy specialists say.

    By Jessica Mach • April 17, 2024
  • L.L. Bean flagship store in Freeport, Maine
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    Daphne Howland/CX Dive
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    L.L. Bean cuts call center hours as more customers turn to self-service

    The changes are in response to long-term customer trends, not current business conditions, the retailer told CX Dive.

    By • April 15, 2024
  • A woman puts clothing into an RFID self-checkout kiosk
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    Thai Liang Lim via Getty Images
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    Deep Dive

    Why more tech in stores shouldn’t mean fewer workers

    Stores can automate more tasks than ever, including pricing, inventory management and checkout. But for theft prevention, customer service and brand engagement, they need humans.

    By Daphne Howland • April 15, 2024
  • A sign for Discover Financial Services
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    Scott Olson via Getty Images
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    Discover, Mercedes-Benz turn to Google for customer service AI

    Google’s Vertex AI platform will power call center agent productivity tools at Discover and self-service options at Mercedes-Benz.

    By • April 9, 2024
  • Male and female maintenance engineers examining data on digital tablet in a server room.
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    South_agency via Getty Images
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    Call centers must maintain security, trust as they implement AI, experts say

    Data privacy and consumer trust are top-of-mind concerns as CX leaders roll out AI-powered customer service.

    By • April 4, 2024
  • An employee wearing a headset sits at a workstation while using a computer.
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    alvarez via Getty Images
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    Agent roles are evolving as call centers enter the AI-powered era

    The growing role of AI in the call center is undeniable, but it can’t come at the expense of agent support, experts say.

    By • April 2, 2024
  • A customer uses an ATM at a Chase bank.
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    Justin Sullivan via Getty Images
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    Customer trust in banks sees significant drop, JD Power finds

    A growing rate of customers say they’re likely to change their primary banks in the next year.

    By • April 2, 2024
  • A view from below of the CVS sign on the center of a building, with a vertical blue HealthHub sign to its right.
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    Mario Tama via Getty Images
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    Inside CVS Health’s push to transform customer experience

    The transformation, led by Deloitte Digital, focused on increasing customer feedback to identify pervasive issues and closing the loop on customer inquiries.

    By • March 27, 2024
  • A pedestrian walks past a Citibank branch on November 15, 2023 in Chicago, Illinois.
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    Scott Olson via Getty Images
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    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 • March 22, 2024