Customer Service


  • A sign for Discover Financial Services
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    Scott Olson via Getty Images
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    Discover, Mercedes-Benz turn to Google for customer service AI

    Google’s Vertex AI platform will power call center agent productivity tools at Discover and self-service options at Mercedes-Benz.

    By April 9, 2024
  • Male and female maintenance engineers examining data on digital tablet in a server room.
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    South_agency via Getty Images
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    Call centers must maintain security, trust as they implement AI, experts say

    Data privacy and consumer trust are top-of-mind concerns as CX leaders roll out AI-powered customer service.

    By April 4, 2024
  • An employee wearing a headset sits at a workstation while using a computer.
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    alvarez via Getty Images
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    Agent roles are evolving as call centers enter the AI-powered era

    The growing role of AI in the call center is undeniable, but it can’t come at the expense of agent support, experts say.

    By April 2, 2024
  • A customer uses an ATM at a Chase bank.
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    Justin Sullivan via Getty Images
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    Customer trust in banks sees significant drop, JD Power finds

    A growing rate of customers say they’re likely to change their primary banks in the next year.

    By April 2, 2024
  • A view from below of the CVS sign on the center of a building, with a vertical blue HealthHub sign to its right.
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    Mario Tama via Getty Images
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    Inside CVS Health’s push to transform customer experience

    The transformation, led by Deloitte Digital, focused on increasing customer feedback to identify pervasive issues and closing the loop on customer inquiries.

    By March 27, 2024
  • A pedestrian walks past a Citibank branch on November 15, 2023 in Chicago, Illinois.
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    Scott Olson via Getty Images
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    Consumers are satisfied with banks, American Bankers Association survey finds

    The trade association presented its survey findings as evidence that the Consumer Financial Protection Bureau’s proposed regulations are unnecessary.

    By March 22, 2024
  • Customers make purchases at a T. J. Maxx store.
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    Scott Olson via Getty Images
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    Companies aren’t fulfilling customer service promises, employees say

    Customer expectations grew during the pandemic, but companies aren’t adequately staffing workplaces to keep pace, according to Gallup analysis.

    By March 19, 2024
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    Drew Angerer via Getty Images
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    Arise to pay $2M to customer service agents for alleged wage theft

    The customer service company misclassified at least 250 workers in the District of Columbia as independent contractors and failed to pay minimum wages, the attorney general alleged.

    By March 18, 2024
  • Travelers stand in line for a TSA checkpoint at the Miami International Airport on December 19, 2022 in Miami, Florida.
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    Joe Raedle via Getty Images
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    As passenger expectations rise, airport CX becomes a priority

    Passengers ranked two smaller U.S. airports as the top North American airports for departure experience, according to Airports Council International World.

    By March 12, 2024
  • Customers use an ATM at a Bank of America office.
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    Justin Sullivan via Getty Images
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    Customers trust their banks, but data security is a top worry, survey finds

    Good customer service was the leading reason for customer satisfaction, a EPAM Continuum report found.

    By March 8, 2024
  • An employee assists a customer at The Home Depot store.
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    Brandon Bell via Getty Images
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    Aim for forgettable experiences, CSG says

    Yes, it’s counterintuitive. But customers value easy experiences over exceptional ones, CSG said in a recent report.

    By March 6, 2024
  • The Klarna logo in front of pink balloons
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    Astrid Stawiarz via Getty Images
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    Klarna sees its AI assistant as a success. Is it too early to tell?

    The Open AI-powered customer service assistant is handling the work of 700 full-time agents, Klarna said, but experts note the human touch is still important.

    By March 4, 2024
  • A close-up of an Uber app.
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    Matthew Horwood/Getty Images via Getty Images
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    Uber overhauls live chat, increasing customer adoption

    The ride-hailing company worked to cut error rates to make it a more reliable customer service channel, growing the share of customers using live chat.

    By Feb. 26, 2024
  • Navy Federal Credit Union, Douglasville Georgia location
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    Permission granted by Navy Federal Credit Union
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    USAA, Navy Federal lead consumer banking NPS rankings

    The companies beat out the competition for highest net promoter scores among banks providing checking and savings accounts, NPS Prism found.

    By Feb. 23, 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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    AI can improve customer service, but agents remain essential

    AI and agents together will be essential to keep up with growing demands for a great customer service experience, a Customer Contact Week survey found.

    By Feb. 21, 2024
  • A woman in a call center answers a call.
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    South_agency via Getty Images
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    Gartner expects the EU to mandate ‘right to talk to a human’ by 2028

    Customer service leaders investing heavily in AI solutions would do well to keep a human in the loop, Gartner advises.

    By Feb. 20, 2024
  • The Internal Revenue Service sign in capital letters on a tan building on a sunny day.
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    Pgiam for iStock via Getty Images
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    Inside the IRS’ journey to allow taxpayers to file for free

    In designing the free tax filing product, the IRS focused on ease of user experience as well as scalability.

    By Feb. 8, 2024
  • Businessman with protective hands gesture and insurance icons.
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    Galeanu Mihai via Getty Images
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    Insurance has the data to tap generative AI for a CX overhaul

    Insurance has a reputation problem when it comes to customer experience, but select generative AI uses can make the claims process a more pleasant experience.

    By Feb. 2, 2024
  • American Airlines jet taking off from an airport runway.
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    Joe Raedle / Staff via Getty Images
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    American Airlines lays off 656 employees in customer support restructuring

    The airline wants to simplify post-travel care by combining multiple customer service groups under a new Customer Success team.

    By Jan. 30, 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’ investments in CX pay off as NPS rises

    “Thanksgiving and the entire fourth quarter had the highest NPS scores in our post-pandemic history,” President Brett Hart said.

    By Jan. 24, 2024
  • An unhappy customer gives negative feedback in an online survey.
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    Tero Vesalainen via Getty Images
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    Net promoter scores dropped in most industries in 2023, Forrester finds

    Twice as many brands saw a decrease in their net promoter score compared with 2022, Forrester finds.

    By Jan. 19, 2024
  • Ulta CEO Dave Kimbell speaking at the National Retail Federation's Big Show in New York City on Jan. 15, 2023.
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    Permission granted by National Retail Federation
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    Ulta topped $10B in sales last year. How the beauty retailer stays relevant

    CEO Dave Kimbell discussed recent innovations the retailer has introduced and why the beauty category is expected to remain strong.

    By Caroline Jansen • Jan. 18, 2024
  • User rates her xperience or product online,
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    anyaberkut via Getty Images
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    What’s behind the overall decline in CX quality

    Businesses are falling short on meeting customer expectations.

    By Jan. 16, 2024
  • The Dow Chemical logo is shown on a building in downtown Midland, home of the Dow Chemical Company corporate headquarters, on Dec. 10, 2015, in Midland, Michigan.
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    Bill Pugliano via Getty Images
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    How Dow grew customer satisfaction in support services

    By using voice of the customer insights, Dow identified problem areas in its support services and revamped its CX strategy.

    By Jan. 5, 2024
  • The official National Park Service sign that marks the east entrance to Zion National Park in Utah.
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    Different_Brian via Getty Images
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    National Park Service again tops federal agencies for best CX

    The federal parks agency has the best customer experience for the seventh year in a row, according to a Forrester report.

    By Jan. 5, 2024