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

Explore the 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

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

Delta expands Digital ID program for ‘frictionless airport experience’

The airline is using its biometric facial matching technology to work around physical ID checks at select airports.

By Kristen Doerer • Dec. 18, 2023

Southwest fined $140M for its holiday 2022 woes as it revamps CX operations

The airline will also establish a $90 million fund to provide customers with refunds for future flight cancellations.

By Bryan Wassel • Dec. 18, 2023

IRS wants to make it easier for you to pay your taxes

The agency, as it puts a renewed focus on taxpayer experience, is piloting its own tax filing software.

By Kristen Doerer • Dec. 15, 2023

Returns are the last, but not least, component of a holiday CX strategy

The last thing retailers should do is make gift recipients feel guilty for making a return — so make the process easy and convenient.

By Bryan Wassel • Dec. 14, 2023

Hyundai creates CX division, combining retail and after-sales

Michel Poirier will lead the division, which was created in an effort to streamline the automaker’s CX efforts.

By Kristen Doerer • Dec. 13, 2023

‘An easy fix’: IRS expands callback option

“We like to say, the era of listening to elevator music to get a hold of the IRS is over,” IRS Commissioner Daniel Werfel said.

By Kristen Doerer • Dec. 13, 2023

SmileDirectClub shuts down, leaving customers without support

The direct-to-consumer dental company closed its operations last week and canceled all pending orders.

By Dani James • Dec. 12, 2023