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

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

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

4 in 5 vets trust the VA. The secret lies in employee experience

The VA found that where employees felt more engaged, patients tended to report that their healthcare provider was attentive to their needs.

By Kristen Doerer • Dec. 12, 2023

Confusing digital claims processes are frustrating auto insurance customers

Longer claim cycles are making it more challenging to maintain quality customer experience, and inadequate digital tools aren't helping, J.D. Power found.

By Bryan Wassel • Dec. 11, 2023

Dollar General boosts front-end staff to improve shopping experience

The retailer plans to shift about $50 million in labor hours toward stores to increase the availability of workers to meet, greet and ring up customers.

By Bryan Wassel • Dec. 8, 2023

Most leaders think they offer great experiences, but customers beg to differ

Executives believe they have mastered CX, but the gap between their perception and how consumers feel is wide.

By Kristen Doerer • Dec. 8, 2023

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

‘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