Customer Service: Page 2

  • An American flag flying over a U.S. government building in a city against the backdrop of clouds swimming across a blue sky.
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    How the federal government became a CX champion

    From the Consumer Protection Bureau to the Federal Trade Commission, federal agencies have made protecting customers and improving CX a priority.

    By • Aug. 26, 2024
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    Sean Gallup via Getty Images
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    Amazon allowing sellers to ditch physical returns

    The offering for Fulfillment by Amazon users helps them avoid fees by simply having customers keep items, the company said.

    By Max Garland • Aug. 23, 2024
  • A person assists a family in getting a product behind glass casing at a store. Explore the Trendline➔
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    Trendline

    Customer 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
  • A headset hangs on an empty call center cubicle
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    William Thomas Cain / Stringer via Getty Images
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    Consumers frustrated by inability to switch from self-service to live agent, survey finds

    Most customers have had a poor experience with a chatbot or interactive voice response system, in many cases due to the inability to reach a live agent, according to a survey by Verint.

    By • Aug. 20, 2024
  • DeWalt, Milwaukee and Craftsman tool displays in an Ace Hardware store
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    Ace Hardware’s new store model to be ‘immersive shopping experience that you can’t find anywhere else’

    The retailer's vice president of merchandising spoke about how the company is prioritizing innovation and community.

    By Nate Delesline III • Aug. 13, 2024
  • Three people sit on a panel in front of a screen that reads "Ending Hidden Junk Fees."
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    Alex Wong via Getty Images
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    Time is money, and the Biden-Harris administration wants to help consumers save both

    The Biden-Harris administration on Monday launched “Time Is Money,” an initiative to crack down on businesses that purposefully provide poor customer service in an effort to maximize profit.

    By • Aug. 12, 2024
  • A closeup of a person holding a smartphone featuring the responses from an AI chatbot.
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    The biggest challenge of AI? Bringing along wary customers

    As more and more businesses adopt AI in customer service, employees say maintaining customer trust is a primary hurdle.

    By • Aug. 9, 2024
  • Shake Shack opened its first drive-thru location in Maple Grove, Minnesota Dec. 6, 2021.
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    Shake Shack’s drive-thru times are way too long, CEO says

    Customers have to wait twice as long as they should in the key service area, CEO Rob Lynch said. To speed things up, the company is taking steps like combining menu items.

    By Julie Littman • Aug. 8, 2024
  • Close-up of a woman holding a smartphone and credit card and feeling upset
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    Credit card holders still want the phone to resolve complex tasks

    Even though most consumers prefer to pay credit card bills online, more than half still teaser phone support for customer service, a TD Bank survey found.

    By • Aug. 5, 2024
  • A stressed man uses his laptop while sitting on a couch at home.
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    Gen X is least tolerant of bad experiences, survey finds

    While Gen Z is most likely to stay loyal to a brand, it takes just one or two bad experiences to lose most Gen X consumers, a Morning Consult survey found.

    By • July 31, 2024
  • A person signs in ASL in front of a computer.
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    Chainarong Prasertthai via Getty Images
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    As the ADA turns 34, technology risks leaving customer service accessibility behind

    “I think that the challenge is sometimes that the innovation moves so fast that people get left out,” said Chris Soukup of Communication Service for the Deaf.

    By • July 26, 2024
  • The exterior of the new Google headquarters in New York City.
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    Google sees potential for generative AI to boost CX while saving money

    The technology’s applications are broad enough to benefit customers and the bottom line at the same time, according to CEO Sundar Pichai.

    By • July 24, 2024
  • Customers stand in line at an airport.
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    Joe Raedle via Getty Images
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    Delta customers issue hundreds of complaints with DOT after mass cancellations

    Though a third-party vendor was to blame for the travel disruptions, Delta is working hard to minimize the impact of delays and cancellations on customers and their perceptions of the brand.

    By • July 22, 2024
  • Passengers check in for United Airlines flights at O'Hare International Airport.
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    Scott Olson via Getty Images
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    United Airlines touts high customer satisfaction score, app popularity

    Despite bearing the brunt of customers' concerns about flying safety this spring, United has been able to maintain strong operations to boost CX.

    By • July 22, 2024
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    iStockphoto.com/Prostock-Studio

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    Sponsored by Zoom

    The ultimate guide to getting started with contact center AI: 5 steps to greatness

    Get a practical guide with actionable steps for implementing contact center AI without losing the human touch.

    July 22, 2024
  • Blue, red and purple store sign saying Patagonia
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    Michael M. Santiago / Staff via Getty Images
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    Lawsuit accuses Patagonia’s customer support of violating privacy rights

    The class-action suit alleged Patagonia failed to disclose that it shares call recordings with third-party vendor Talkdesk for analysis.

    By • July 18, 2024
  • The Salesforce logo is seen at its headquarters in San Francisco
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    Stephen Lam via Getty Images
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    Salesforce launches customer-facing generative AI assistant

    The chatbot draws on large language models to better interpret customer context and autonomously determine the next best action.

    By • July 17, 2024
  • A customer service or call center employee sits at a desk while using a laptop, headset with microphone and monitor.
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    alvarez via Getty Images
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    Generative AI will lead to fewer agents with more advanced skill sets, Forrester finds

    Businesses will need to train employees and refine knowledge bases to prepare for the advent of generative AI, according to Forrester.

    By • July 17, 2024
  • Bank of America ATMs are seen through a window. A person's reflection is seen passing by.
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    Spencer Platt via Getty Images
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    Bank of America credits customer service for consumer banking growth

    “Our emphasis on personalized financial solutions and superior customer service has strengthened customer loyalty, attracted new clients across all our businesses,” CEO Brian Moynihan said Tuesday.

    By • July 16, 2024
  • BofA CashPro
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    Courtesy of Bank of America
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    BofA tackles digital banking’s transaction pain points

    The latest CashPro platform update is designed to better address transaction-related inquiries — one of the top reasons business customers call and email the bank.

    By Maura Webber Sadovi • July 16, 2024
  • In this photo illustration, the home page for the OpenAI "ChatGPT" app is displayed on a laptop screen on February 03, 2023 in London, England.
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    Leon Neal via Getty Images
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    Businesses embrace virtual assistants, but lack of strategy and employee buy-in hinder success

    As businesses eagerly adopt intelligent virtual assistants with promises of cost savings and efficiency improvements, a core question lingers: Will the systems deliver ROI?

    By Rosalyn Page • Updated July 17, 2024
  • A customer uses a chatbot on their phone
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    NicoElNino via Getty Images
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    Customers’ trust in AI is dismal, but that shouldn’t dissuade service leaders

    Most customers don’t want AI in customer service, Gartner found, but smart implementations and readily available agents can help build trust.

    By • July 15, 2024
  • The glass exterior of the Anaheim Convention Center features blue signage denoting Wyndham's 2023 Global Conference.
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    Courtesy of Wyndham Hotels & Resorts
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    Wyndham deepens AI play with guest engagement platform rollout

    Wyndham Connect, in use across North America, was designed to elevate the guest experience with mobile tipping and AI messaging, while also driving revenue for franchisees.

    By Jenna Walters • July 3, 2024
  • Attendees walk through an expo hall at AWS re:Invent 2023, a conference hosted by Amazon Web Services, at The Venetian Las Vegas on November 28, 2023 in Las Vegas, Nevada.
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    Amazon adds step-by-step guides to its AI assistant’s capabilities

    AWS is “trying to save agents time but also lower the cognitive load,” VP of Customer Experience Pasquale DeMaio told CX Dive.

    By • July 2, 2024
  • Tourists walk past the headquarters of the Internal Revenue Service near the National Mall on April 7, 2023 in Washington, DC.
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    Chip Somodevilla via Getty Images
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    The IRS is getting better at answering customer calls

    Though the agency has returned service to pre-pandemic levels, it has a long way to go, particularly when it comes to offering taxpayer services by phone, according to a new report.

    By • July 2, 2024
  • A person walks by a Bank of America branch location
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    Bank of America gets top marks for desktop user experience, study finds

    “Their online banking account management excels with its information and reporting, payments and transfers, and self-service options,” Keynova Managing Director Susan Foulds said.

    By • July 1, 2024