Customer Service: Page 4
-
Spencer Platt via Getty Images
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 Kristen Doerer • July 16, 2024 -
Leon Neal via Getty Images
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 -
Explore the Trendline➔
simonapilolla via Getty Images
TrendlineSelf service
In this Trendline, CX Dive explores self-service technologies and strategies to improve customer experience.
By CX Dive staff -
Courtesy of Bank of America
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 -
NicoElNino via Getty Images
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 Bryan Wassel • July 15, 2024 -
Courtesy of Wyndham Hotels & Resorts
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 Graber • July 3, 2024 -
Noah Berger / Stringer via Getty Images
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 Bryan Wassel • July 2, 2024 -
Chip Somodevilla via Getty Images
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 Kristen Doerer • July 2, 2024 -
Spencer Platt / Staff via Getty Images
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 Kristen Doerer • July 1, 2024 -
Jacob Wackerhausen via Getty Images
For call centers, cost cuts still fuel the offshoring allure
Budget pressure and certain CX benefits make offshoring attractive, but data security and legislative concerns mean the move isn’t without risk.
By Bryan Wassel • June 26, 2024 -
andresr via Getty Images
Happy customers pay more for service, survey finds
Though respondents were complimentary of their recent experiences, a NICE survey found most people are not happy with the service they receive overall.
By Bryan Wassel • June 20, 2024 -
RossHelen via Getty Images
Most shoppers want human interactions when making returns, survey finds
A majority of consumers say interacting with other people during the return and refund process is extremely important, EY found.
By Bryan Wassel • June 20, 2024 -
Wavebreakmedia via Getty Images
Generative AI is changing the role of agents. How can managers adapt?
Agents taking on complex work can use additional support, and it’s up to leaders to monitor for burnout and help workers see the impact of their efforts.
By Bryan Wassel • June 18, 2024 -
Courtesy of Pegasystems
How Pegasystems overhauled customer support using its generative AI tool
Implementing "Support Buddy" has helped the company see a 65% reduction in tickets that customer support teams have to address, CIO David Vidoni said.
By Rosalyn Page • June 17, 2024 -
Sam Silverstein/CX Dive
How pricing intersects with CX
Not all businesses consider pricing a function of customer experience. But one typically impacts the other.
By S.L. Fuller • June 13, 2024 -
Bryan Wassel/CX Dive
EBay looks beyond transactions to deliver personalized customer service
“Once I know who you are, what you need help with, I can figure out what the best experience is going to be for you,” eBay’s Dan Leiva said.
By Bryan Wassel • June 11, 2024 -
Bryan Wassel/CX Dive
How engaged employees can become evangelists for new tech rollouts
Frontline teams can serve as proponents of new technology, helping increase adoption across the enterprise, according to PNC’s Pete Wheelhouse.
By Bryan Wassel • June 6, 2024 -
Bryan Wassel/CX Dive
Business leaders called to reinvigorate connections with remote call center agents
“Even when people don't say it, they yearn for connection,” Shipt's Mark Killick said.
By Bryan Wassel • June 5, 2024 -
Drew Angerer / Staff via Getty Images
Microsoft enters contact center market with generative AI assistant
The Dynamics 365 Contact Center Copilot is a step into an established vendor marketplace that includes AWS, NICE and Genesys.
By Kristen Doerer • June 5, 2024 -
Courtesy of Stellantis
Stellantis names chief customer experience officer
Olivier Bourges is tasked with making Stellantis the top automaker in customer service as part of the company’s Dare Forward 2030 strategic plan.
By Kalena Thomhave • June 4, 2024 -
Octavio Jones via Getty Images
Best Buy balances tech and staff investments to boost customer experience
The retailer expects AI-powered review filters, personalized app home screens and dedicated staff in certain departments to improve shopping experiences.
By Bryan Wassel • June 3, 2024 -
Permission granted by Fiserv
‘They feel like they got tricked’: How tipping requests can hurt customer relationships
Consumers are being asked to tip more often and for more services than they were in the past. It’s leaving them with a bad taste in their mouths.
By Lisa Scherzer • June 3, 2024 -
South_agency via Getty Images
How leaders can reassure agents in the AI-powered contact center
Call center leaders can alleviate fears of how AI will impact agents’ jobs by educating and training them about what their more complex roles will entail.
By Bryan Wassel • May 30, 2024 -
Scott Olson via Getty Images
Airline CX shines over Memorial Day weekend despite record air travel
While customers had to deal with weather-related delays this Memorial Day weekend, airlines were able to keep cancellation rates low and largely delivered on factors within their control.
By Kristen Doerer • May 29, 2024 -
Drew Angerer via Getty Images
Cash App aims to add more features, improve customer service
Block’s Jack Dorsey wants to improve Cash App’s customer service experience in order to entice more users to make it their primary bank.
By James Pothen • May 28, 2024 -
Aneurin Canham-Clyne/CX Dive
Inside CosMc’s: Slow drive-thru service may undercut customization’s perks
McDonald’s spinoff brand, which targets Gen Z with highly caffeinated drinks and snacks, is a “learning lab” that needs work to compete with legacy QSRs.
By Aneurin Canham-Clyne • May 23, 2024
Previous
