Customer Service: Page 6
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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 Bryan Wassel • April 2, 2024 -
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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 Kristen Doerer • April 2, 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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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 Kristen Doerer • March 27, 2024 -
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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 Kristen Doerer • March 22, 2024 -
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Companies aren’t fulfilling customer service promises, employees say
Customer expectations grew during the pandemic, but companies aren’t adequately staffing workplaces to keep pace, according to Gallup analysis.
By Kristen Doerer • March 19, 2024 -
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Arise to pay $2M to customer service agents for alleged wage theft
The customer service company misclassified at least 250 workers in the District of Columbia as independent contractors and failed to pay minimum wages, the attorney general alleged.
By Kristen Doerer • March 18, 2024 -
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As passenger expectations rise, airport CX becomes a priority
Passengers ranked two smaller U.S. airports as the top North American airports for departure experience, according to Airports Council International World.
By Kristen Doerer • March 12, 2024 -
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Customers trust their banks, but data security is a top worry, survey finds
Good customer service was the leading reason for customer satisfaction, a EPAM Continuum report found.
By Kristen Doerer • March 8, 2024 -
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Aim for forgettable experiences, CSG says
Yes, it’s counterintuitive. But customers value easy experiences over exceptional ones, CSG said in a recent report.
By Kristen Doerer • March 6, 2024 -
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Klarna sees its AI assistant as a success. Is it too early to tell?
The Open AI-powered customer service assistant is handling the work of 700 full-time agents, Klarna said, but experts note the human touch is still important.
By Bryan Wassel • March 4, 2024 -
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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 -
Permission granted by Navy Federal Credit Union
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 -
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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 -
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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 -
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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 -
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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 -
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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 -
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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 -
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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 -
Permission granted by National Retail Federation
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 -
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What’s behind the overall decline in CX quality
Businesses are falling short on meeting customer expectations.
By Kristen Doerer • Jan. 16, 2024 -
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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 -
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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 -
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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 -
Sara Samora/CX Dive
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
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