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

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

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

ServiceNow targets service management with generative AI integrations

The IT service management solution provides AI-driven search capabilities, and can automatically summarize cases, incident details and agent chat history.

By Lindsey Wilkinson • Sept. 20, 2023

Twilio taps AI to boost CX in calls

The Voice Intelligence tool will record and analyze the content of a call in real-time and can automatically redact personally identifiable information.

By Lindsey Wilkinson • Aug. 23, 2023

Generative AI’s momentum casts uncertainty over the future of the IT service desk

Experts wonder what role these tier one technologists will play in IT departments moving forward, even if analysts believe fears of imminent job loss are overblown.

By Lindsey Wilkinson • Aug. 21, 2023

Discover finds tech upskilling model in Chicago customer care hub

The company looks at the Chatham call center and technology hub as a model for site selections, hiring procedures, customer service experience and community development.

By Lindsey Wilkinson • Aug. 11, 2023