Customer Service
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Generational preferences are shaping attitudes toward customer service
All consumers demand accuracy, while younger consumers stand out with an affinity for self-service and AI, a Decagon survey found.
By Kristen Doerer • Aug. 27, 2025 -
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Customer surveys alone are insufficient for understanding CX, study finds
Conversational intelligence can fill the gaps in insight left by surveys, and merging both strategies can help leaders craft better experiences, experts say.
By Bryan Wassel • Aug. 25, 2025 -
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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How Bank of America’s Erica raised the stakes for virtual assistants
“A big area of focus for us was: How can we find that balance between the AI support and the human support that Bank of America is known for?” said Jorge Camargo, head of digital platforms.
By Kristen Doerer • Aug. 25, 2025 -
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Zoom stakes the future of its contact center business in AI
The vendor’s ability to support agents with AI, as well as offer agentic AI that can handle calls on its own, are each driving adoption, executives said.
By Bryan Wassel • Aug. 22, 2025 -
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Want to boost loyalty? Fix your customers’ problems
Solving customer challenges shows that “a brand sees them, hears them and, more importantly, is willing to take action to make their experience better,” one expert said.
By Michael Brady • Aug. 20, 2025 -
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AI delivers the best customer support when it’s enhancing humans, study finds
“AI is most effective when human agents can use it as a ‘sixth sense’ or as an ‘angel on the shoulder,’” Verizon Business’ Daniel Lawson said.
By Bryan Wassel • Aug. 18, 2025 -
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Customers still don’t love AI in customer service
While AI is making inroads in customer support, 82% of customers say they’d prefer human support even if wait times and time spent are the same, a HubSpot and SurveyMonkey report found.
By Kristen Doerer • Aug. 15, 2025 -
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Bipartisan call center bill seeks to deter offshoring, disclose AI use
The Keep Call Centers in America Act would limit access to grants and loans for companies that move customer service jobs overseas.
By Bryan Wassel • Aug. 6, 2025 -
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Companies are charging for better customer support. But should they?
From Delta Air Lines to Meta, a variety of businesses are testing tiered customer service. While it encourages loyalty in some industries, it can erode trust in others.
By Michael Brady • Aug. 6, 2025 -
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Half of customer service queries start on third-party platforms, survey finds
Consumers are turning to search engines, social media and generative AI tools at the start of their journeys, with good success rates, Gartner finds.
By Bryan Wassel • July 29, 2025 -
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Why more CX leaders are looking to Africa for contact center agents
Perhaps most attractive is the continent’s untapped labor market, which largely comprises young people with an affinity for technology.
By S.L. Fuller • Updated July 30, 2025 -
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Want a great quick-service restaurant experience? Keep it fast and efficient
Customers are happier with human-led ordering at the counter or the drive-thru than they are with using kiosks, according to a Qualtrics Instant Insights survey.
By Bryan Wassel • Updated July 21, 2025 -
Courtesy of 7-Eleven
7-Eleven faces shrinking foot traffic
Store visits have declined for several quarters. CFO Yoshimichi Maruyama said recovering customer traffic is “a major challenge for the time being.”
By Jessica Loder • July 17, 2025 -
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Customers value 24/7 self-service less than you think
The perception gap around AI-powered self-service may have more to do with poor execution than “a lack of interest,” Five9 research found.
By Michael Brady • June 26, 2025 -
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Verizon creates dedicated role for handling customer inquiries from start to finish
Customer Champions will work on the issues behind the scenes, providing the customer updates through the channel of their choosing.
By Bryan Wassel • June 25, 2025 -
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Hyatt lays off 30% of US guest services and support teams
The shift comes “in response to the evolving nature of guest inquiries,” a Hyatt spokesperson said.
By Jenna Graber • June 24, 2025 -
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Exceptional customer service is essential to loyalty, survey finds
Nearly 9 in 10 customers would purchase from a brand again following an amazing experience, according to a Verint survey.
By Michael Brady • June 18, 2025 -
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Wayfair owes customer service employees wages, suit alleges
A proposed class action lawsuit alleges that the company failed to compensate its customer service employees for all the time they worked.
By Kristen Doerer • June 12, 2025 -
Courtesy of Stitch Fix
Stitch Fix personalization investments show signs of paying off
Deeper customer-stylist relationships and improved flexibility fueled a strong quarter, but the retailer still reported year-over-year declines in active clients.
By Bryan Wassel • June 11, 2025 -
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Want to encourage generative AI use? Reassure customers that humans are available
About one-third of those who prefer phones for customer service are open to generative AI, according to Gartner. Making live agents readily available from self-service can win them over.
By Bryan Wassel • June 9, 2025 -
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BofA’s head of branches: ‘Proximity is still important to people’
Customers may or may not visit a branch, but the bank’s presence affirms its commitment to a community, and “there’s a brand value” in that, the executive said.
By Caitlin Mullen • June 6, 2025 -
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Call center agents aren’t promoting self-service
Customers are about twice as likely to use self-service after an agent suggests it, but most say it didn’t come up on a recent call, a Gartner survey found.
By Bryan Wassel • June 5, 2025 -
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Business leaders expect agentic AI to take over customer service
The enthusiasm toward agentic AI in business circles is more muted for customers. Three-quarters of consumers believe customer service is now too impersonal.
By Kristen Doerer • May 30, 2025 -
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For Williams-Sonoma, customer service starts in the supply chain
Backend improvements enhance the customer journey in-store as experience becomes a key lever to focus on with tariffs, according to CEO Laura Alber.
By Bryan Wassel • May 27, 2025 -
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Klarna credits AI for slashing customer service costs
Though the buy now, pay later firm will once again hire customer service agents, it sees its AI chatbot as a success that has cut costs.
By Kristen Doerer • May 21, 2025
