Zoom unveils AI assistance, tiered contact center pricing plans

“We have invested heavily in our Customer Experience suite to create a robust, enterprise-grade feature set,” Vi Chau, head of product, Zoom Phone and Contact Center, said.

By Bryan Wassel • Dec. 7, 2023

Why Domino’s is awarding half a million dollars in snow plowing grants

Chief Brand Officer Kate Trumbull explained how the chain’s latest effort shows off an "experienced by few, seen by many" ethos.

By Chris Kelly • Dec. 6, 2023

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

‘Click to cancel’ proposed rule gets January FTC hearing

The Federal Trade Commission seeks to crack down on automatically renewing subscriptions, a practice it says takes advantage of consumers.

By James Pothen • Dec. 5, 2023

Ulta Beauty workers maintain CX despite rising security precautions

Increased staffing will enable stronger theft prevention without slowing customer checkouts during the holiday rush.

By Bryan Wassel • Dec. 5, 2023

Staples’ deliveries, customer service hit by cyberattack

The office supply retailer expects to fully catch up on back orders after online processing and deliveries were briefly disrupted.

By David Jones • Dec. 1, 2023

Amazon connects generative AI to the contact center

By using Q, the AWS generative AI enterprise chatbot, call agents can address customer needs without help from supervisors, the company said.

By Kristen Doerer • Nov. 30, 2023

Holiday CX quality dips when the last mile is forgotten

Looming parties and gift-giving occasions make holiday deliveries sensitive, but open communications can ease consumers’ concerns.

By Bryan Wassel • Nov. 29, 2023

Airline CX fared ‘exceptionally well’ during Thanksgiving rush

Despite fears of repeating the high-profile mishaps of last year, planes largely left on time and cancellations were kept to a minimum.

By Kristen Doerer • Nov. 28, 2023

IT customer service transitions make or break CX

If an agent isn’t caught up on the end user’s case when they arrive in the queue, the person having an issue repeats everything from the self-service channel resulting in a poor customer experience. 

By Lindsey Wilkinson • Nov. 27, 2023

Zoom pushes contact center solutions as next growth vector

Products to empower live agents and offer self-service customer assistance are Zoom’s focus as it pursues fresh avenues for growth.

By Bryan Wassel • Nov. 22, 2023

5 experts on how airlines can maintain good CX during the Thanksgiving rush

Carriers that failed to get a handle on predictable disruptions last year don’t have the luxury of failing customers again this year.

By Kristen Doerer • Updated Nov. 27, 2023

Consumers’ top online shopping pet peeves

Slow website loading times are the biggest drain, Contentsquare found, followed by excessive pop-ups and unavailable items.

By Kristen Doerer • Nov. 21, 2023

What’s top of mind for NY’s first CXO

Tonya Webster spoke with CX Dive about her priorities as NY’s first CXO, detailing how she plans to navigate government intricacies to improve New Yorkers' experience.

By Kristen Doerer • Nov. 20, 2023

Simon introduces AI-driven holiday shopping tool

The HolidAI Gift Finder experience will roll out at two properties — one in New York and another in California — this season. 

By Tatiana Walk-Morris • Nov. 17, 2023

The top customer experience conferences to attend in 2024

Some of these events cover the whole of the CX industry, others look at its intersection with digital transformation and employee experience. All have something to offer a CX leader.

By Kristen Doerer , Bryan Wassel • Nov. 17, 2023

On Black Friday, experiential retail takes a backseat to efficiency

Shoppers braving the crowds aren’t looking for a personal assistant — they know what they want, and they want it fast.

By Bryan Wassel • Nov. 16, 2023

LA Metro tries to woo riders with CX improvements

Mass transit ridership took a hit in the pandemic. Now, the agency is rolling out the red carpet to bring riders back.

By Kristen Doerer • Nov. 15, 2023

Amazon is extending grocery delivery and pickup to non-Prime users nationwide

The online services are now available to non-members throughout the U.S. through Amazon Fresh and will soon expand to markets where Whole Foods operates.

By Jeff Wells • Nov. 15, 2023

Want good customer experience? Improve your employee experience.

MIT Technology Review Insights found that employees are looking for the same things as customers from a brand: personalization, values and efficiency.

By Kristen Doerer • Updated Nov. 13, 2023

Prudential Financial leans on tech partnerships in a bid to improve customer service

While it operates at a net loss, the company is working to enhance its sales and claims platforms.

By Kristen Doerer • Nov. 9, 2023

Rivian sees post-purchase experience as key electric vehicle differentiator

CEO RJ Scaringe believes Rivian’s software capabilities and user experience will help it stand out from the competition.

By Bryan Wassel • Nov. 8, 2023

Generative AI finds a tentative home in customer service

Businesses are still wary of using generative AI directly with consumers, instead choosing to deploy the technology with customer-facing employees.

By Kristen Doerer • Nov. 8, 2023

In the age of self service, live agents remain a must-have

Self-service tools can’t resolve every issue, and customers look for seamless transitions to define a good experience.

By Bryan Wassel • Nov. 7, 2023

Would you like to speak with a live agent? One-third of Gen Z, millennials say no.

Younger generations increasingly don’t want to bother with customer service calls, and that attitude is trending upward for older consumers, too.

By Bryan Wassel • Nov. 6, 2023

REI cuts 275 employees in store operations overhaul

Those impacted are in the retailer’s “lead” role, which is being eliminated as the company revamps its store operating model.

By Cara Salpini • Oct. 16, 2023