Customer Service

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    Deep Dive

    What the FTC’s ‘click-to-cancel’ rule means for customers

    Canceling a subscription can prove frustrating for consumers. Will the Federal Trade Commission’s new regulation improve their experience?

    By • Oct. 22, 2024
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    Customer service company TTEC faces lawsuit alleging labor violations

    The class-action lawsuit claims that remote customer service agents had to purchase their own equipment without proper compensation, resulting in lost overtime wages.

    By • Oct. 18, 2024
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    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 regulation
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    FTC unveils final ‘click-to-cancel’ rule for consumers

    The agency rule targeting recurring payments comes amid a broader effort by the Biden administration to reduce consumer “junk” fees.

    By Justin Bachman • Oct. 16, 2024
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    Zendesk, Zoom unveil AI voice tech for contact center operations

    The two providers separately unveiled automated upgrades to their solutions as vendors continue to shift toward AI-based customer support.

    By • Oct. 14, 2024
  • AWS CEO Adam Selipsky delivers a keynote address during AWS re:Invent 2023, at The Venetian Las Vegas on November 28, 2023, in Las Vegas, Nevada
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    Courtesy of AWS
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    How Brightcove leveraged generative AI to transform customer support

    Streaming services provider Brightcove prides itself on delivering excellent customer service and adopted Amazon Q to enhance its support operations.

    By Rosalyn Page • Oct. 14, 2024
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    Study: Chick-fil-A leads in drive-thru satisfaction, Taco Bell in speed

    Intouch Insight’s drive-thru study found across-the-board improvements in chains’ speed. The firm added Raising Cane’s to its ranking for the first time.

    By Aneurin Canham-Clyne • Oct. 11, 2024
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    Voice technology can drive customer service efficiency, but barriers remain

    The technology can enable faster customer service, but inaccuracy and trouble processing accents remain significant barriers to usage.

    By • Oct. 11, 2024
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    Front-line managers are struggling to find quality workers for holiday season, Axonify says

    Managers are feeling increased burnout going into the holidays, and more than a third have considered quitting during the last two months.

    By Carolyn Crist • Oct. 8, 2024
  • A traveler walks past a Southwest Airlines airplane as it taxies from a gate at Baltimore Washington International Thurgood Marshall Airport on October 11, 2021 in Baltimore, Maryland.
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    Southwest lays out fresh offerings to meet customer and investor demands

    The company unveiled a plan to meet customers’ evolving preferences while maintaining core policies, like free bags, that have differentiated the airline.

    By • Sept. 27, 2024
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    Customers don’t want to call back — they want first-contact resolution

    Long wait times and repetitive customer service calls rank among consumers’ top pet peeves, a Ujet and ContactBabel survey found.

    By • Sept. 26, 2024
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    Courtesy of T-Mobile
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    T-Mobile, OpenAI to equip customer care agents with AI platform

    The IntentCX platform will dig through existing information, as well as real-time customer intent data, to power better customer service outcomes.

    By • Sept. 19, 2024
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    Consumers want to bank digitally, but quality service remains key

    Banks need to provide a capable mobile application and quality customer service, a Motley Fool Ascent survey found.

    By • Sept. 19, 2024
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    Courtesy of L'Occitane en Provence
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    L’Occitane opens Manhattan boutique, plans more store openings this fall

    The brand is trying to create unique experiences for customers in-store, offering facials and hand massages alongside other services.

    By Tatiana Walk-Morris • Sept. 13, 2024
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    TD to pay CFPB $28M for giving credit agencies inaccurate customer data

    TD Bank repeatedly shared inaccurate and negative customer information to consumer reporting companies, the Consumer Financial Protection Bureau said.

    By Caitlin Mullen • Sept. 11, 2024
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    Guest satisfaction up at hotels run by third-party management: J.D. Power

    Davidson Hospitality Group had the highest satisfaction scores of other large hospitality management companies, outperforming independently operated ones.

    By Jenna Walters • Sept. 6, 2024
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    Lawsuit alleges Google violated California privacy laws recording Home Depot customer service calls

    The class action suit alleges Google violated California law by recording and analyzing customers' calls to Home Depot customer service without prior authorization.

    By • Sept. 5, 2024
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    alvarez via Getty Images
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    5 trends shaping the future of customer service

    The call center landscape is shifting. Generative AI, budget considerations, and employee experience initiatives will all shape the future of customer service.

    By • Sept. 5, 2024
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    Stephen Lam via Getty Images
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    Salesforce bets on generative AI agents as the future of customer service

    The Agentforce platform, which will publicly launch in October, has found success among early adopters, CEO Marc Benioff said.

    By • Aug. 29, 2024
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    What brands can learn from government CX initiatives

    Customer experience has become a focal point for many government agencies, offering takeaways for brands looking to prioritize trust.

    By Rosalyn Page • Aug. 29, 2024
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    How chatbots can personalize self-service interactions

    Generative AI chatbots are well-suited to draw on customer metadata and company knowledge bases to personalize self-service experiences.

    By • Aug. 26, 2024
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    How the federal government became a CX champion

    From the Consumer Protection Bureau to the Federal Trade Commission, federal agencies have made protecting customers and improving CX a priority.

    By • Aug. 26, 2024
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    Amazon allowing sellers to ditch physical returns

    The offering for Fulfillment by Amazon users helps them avoid fees by simply having customers keep items, the company said.

    By Max Garland • Aug. 23, 2024
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    Consumers frustrated by inability to switch from self-service to live agent, survey finds

    Most customers have had a poor experience with a chatbot or interactive voice response system, in many cases due to the inability to reach a live agent, according to a survey by Verint.

    By • Aug. 20, 2024
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    Ace Hardware’s new store model to be ‘immersive shopping experience that you can’t find anywhere else’

    The retailer's vice president of merchandising spoke about how the company is prioritizing innovation and community.

    By Nate Delesline III • Aug. 13, 2024
  • Three people sit on a panel in front of a screen that reads "Ending Hidden Junk Fees."
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    Time is money, and the Biden-Harris administration wants to help consumers save both

    The Biden-Harris administration on Monday launched “Time Is Money,” an initiative to crack down on businesses that purposefully provide poor customer service in an effort to maximize profit.

    By • Aug. 12, 2024