Customer Service

  • A person signs in ASL in front of a computer.
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    Chainarong Prasertthai via Getty Images
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    As the ADA turns 34, technology risks leaving customer service accessibility behind

    “I think that the challenge is sometimes that the innovation moves so fast that people get left out,” said Chris Soukup of Communication Service for the Deaf.

    By • July 26, 2024
  • The exterior of the new Google headquarters in New York City.
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    Michael M. Santiago via Getty Images
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    Google sees potential for generative AI to boost CX while saving money

    The technology’s applications are broad enough to benefit customers and the bottom line at the same time, according to CEO Sundar Pichai.

    By • July 24, 2024
  • Customers stand in line at an airport.
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    Joe Raedle via Getty Images
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    Delta customers issue hundreds of complaints with DOT after mass cancellations

    Though a third-party vendor was to blame for the travel disruptions, Delta is working hard to minimize the impact of delays and cancellations on customers and their perceptions of the brand.

    By • July 22, 2024
  • Passengers check in for United Airlines flights at O'Hare International Airport.
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    Scott Olson via Getty Images
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    United Airlines touts high customer satisfaction score, app popularity

    Despite bearing the brunt of customers' concerns about flying safety this spring, United has been able to maintain strong operations to boost CX.

    By • July 22, 2024
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    iStockphoto.com/Prostock-Studio

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    Sponsored by Zoom

    The ultimate guide to getting started with contact center AI: 5 steps to greatness

    Get a practical guide with actionable steps for implementing contact center AI without losing the human touch.

    July 22, 2024
  • Blue, red and purple store sign saying Patagonia
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    Michael M. Santiago / Staff via Getty Images
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    Lawsuit accuses Patagonia’s customer support of violating privacy rights

    The class-action suit alleged Patagonia failed to disclose that it shares call recordings with third-party vendor Talkdesk for analysis.

    By • July 18, 2024
  • The Salesforce logo is seen at its headquarters in San Francisco
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    Stephen Lam via Getty Images
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    Salesforce launches customer-facing generative AI assistant

    The chatbot draws on large language models to better interpret customer context and autonomously determine the next best action.

    By • July 17, 2024
  • A customer service or call center employee sits at a desk while using a laptop, headset with microphone and monitor.
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    alvarez via Getty Images
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    Generative AI will lead to fewer agents with more advanced skill sets, Forrester finds

    Businesses will need to train employees and refine knowledge bases to prepare for the advent of generative AI, according to Forrester.

    By • July 17, 2024
  • Bank of America ATMs are seen through a window. A person's reflection is seen passing by.
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    Spencer Platt via Getty Images
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    Bank of America credits customer service for consumer banking growth

    “Our emphasis on personalized financial solutions and superior customer service has strengthened customer loyalty, attracted new clients across all our businesses,” CEO Brian Moynihan said Tuesday.

    By • July 16, 2024
  • BofA CashPro
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    Courtesy of Bank of America
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    BofA tackles digital banking’s transaction pain points

    The latest CashPro platform update is designed to better address transaction-related inquiries — one of the top reasons business customers call and email the bank.

    By Maura Webber Sadovi • July 16, 2024
  • In this photo illustration, the home page for the OpenAI "ChatGPT" app is displayed on a laptop screen on February 03, 2023 in London, England.
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    Leon Neal via Getty Images
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    Businesses embrace virtual assistants, but lack of strategy and employee buy-in hinder success

    As businesses eagerly adopt intelligent virtual assistants with promises of cost savings and efficiency improvements, a core question lingers: Will the systems deliver ROI?

    By Rosalyn Page • Updated July 17, 2024
  • A customer uses a chatbot on their phone
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    NicoElNino via Getty Images
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    Customers’ trust in AI is dismal, but that shouldn’t dissuade service leaders

    Most customers don’t want AI in customer service, Gartner found, but smart implementations and readily available agents can help build trust.

    By • July 15, 2024
  • The glass exterior of the Anaheim Convention Center features blue signage denoting Wyndham's 2023 Global Conference.
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    Courtesy of Wyndham Hotels & Resorts
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    Wyndham deepens AI play with guest engagement platform rollout

    Wyndham Connect, in use across North America, was designed to elevate the guest experience with mobile tipping and AI messaging, while also driving revenue for franchisees.

    By Jenna Walters • July 3, 2024
  • Attendees walk through an expo hall at AWS re:Invent 2023, a conference hosted by Amazon Web Services, at The Venetian Las Vegas on November 28, 2023 in Las Vegas, Nevada.
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    Noah Berger / Stringer via Getty Images
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    Amazon adds step-by-step guides to its AI assistant’s capabilities

    AWS is “trying to save agents time but also lower the cognitive load,” VP of Customer Experience Pasquale DeMaio told CX Dive.

    By • July 2, 2024
  • Tourists walk past the headquarters of the Internal Revenue Service near the National Mall on April 7, 2023 in Washington, DC.
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    Chip Somodevilla via Getty Images
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    The IRS is getting better at answering customer calls

    Though the agency has returned service to pre-pandemic levels, it has a long way to go, particularly when it comes to offering taxpayer services by phone, according to a new report.

    By • July 2, 2024
  • A person walks by a Bank of America branch location
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    Spencer Platt / Staff via Getty Images
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    Bank of America gets top marks for desktop user experience, study finds

    “Their online banking account management excels with its information and reporting, payments and transfers, and self-service options,” Keynova Managing Director Susan Foulds said.

    By • July 1, 2024
  • Call center agents handle customer service at desks
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    Jacob Wackerhausen via Getty Images
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    For call centers, cost cuts still fuel the offshoring allure

    Budget pressure and certain CX benefits make offshoring attractive, but data security and legislative concerns mean the move isn’t without risk.

    By • June 26, 2024
  • A store associate helps a customer in a hardware store
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    andresr via Getty Images
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    Happy customers pay more for service, survey finds

    Though respondents were complimentary of their recent experiences, a NICE survey found most people are not happy with the service they receive overall.

    By • June 20, 2024
  • A woman returns an item to an sporting goods store
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    RossHelen via Getty Images
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    Most shoppers want human interactions when making returns, survey finds

    A majority of consumers say interacting with other people during the return and refund process is extremely important, EY found.

    By • June 20, 2024
  • A call center manager assists her team.
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    Wavebreakmedia via Getty Images
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    Generative AI is changing the role of agents. How can managers adapt?

    Agents taking on complex work can use additional support, and it’s up to leaders to monitor for burnout and help workers see the impact of their efforts.

    By • June 18, 2024
  • A glass building with a square roundabout with trees in the center.
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    Courtesy of Pegasystems
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    How Pegasystems overhauled customer support using its generative AI tool

    Implementing "Support Buddy" has helped the company see a 65% reduction in tickets that customer support teams have to address, CIO David Vidoni said. 

    By Rosalyn Page • June 17, 2024
  • Cucumbers in a grocery store
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    Sam Silverstein/CX Dive
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    How pricing intersects with CX

    Not all businesses consider pricing a function of customer experience. But one typically impacts the other.

    By S.L. Fuller • June 13, 2024
  • Speakers on stage at Customer Contact Week 2024
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    Bryan Wassel/CX Dive
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    EBay looks beyond transactions to deliver personalized customer service

    “Once I know who you are, what you need help with, I can figure out what the best experience is going to be for you,” eBay’s Dan Leiva said.

    By • June 11, 2024
  • Four people sit in chairs on a stage.
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    Bryan Wassel/CX Dive
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    How engaged employees can become evangelists for new tech rollouts

    Frontline teams can serve as proponents of new technology, helping increase adoption across the enterprise, according to PNC’s Pete Wheelhouse.

    By • June 6, 2024
  • People walk through a convention hall.
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    Bryan Wassel/CX Dive
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    Business leaders called to reinvigorate connections with remote call center agents

    “Even when people don't say it, they yearn for connection,” Shipt's Mark Killick said. 

    By • June 5, 2024