Customer Service

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    In an AI world, Nordstrom is leaning into human care

    AI has a role to play, but when customers "really want the face-to-face, eye-to-eye, voice-to-voice connection,” the retailer is there to meet the need, Nordstrom’s Heather Bissell said.

    By • Nov. 5, 2025
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    Marriott will lay off portion of customer engagement center workforce

    The company confirmed that organizational changes are being implemented “to better reflect how our guests interact with us across channels.”

    By Jenna Graber • Nov. 4, 2025
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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
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    3 of the spookiest customer experiences

    CX Dive spoke to three experts about the spookiest customer experiences, what they do to customers, and how they can cost companies. 

    By , • Oct. 30, 2025
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    Wayfair invests in AI to power its customer experience push

    The retailer is using the technology in its product image carousels, search engine and contact center operations.

    By • Oct. 28, 2025
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    Williams-Sonoma deploys AI agents across its brand portfolio to offer 24/7 support

    The retailer expects the agents to be able to handle more than 60% of chat inquiries, increasing efficiency and reducing service costs.

    By • Oct. 15, 2025
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    Consumers see live human customer service as key to loyalty

    Nearly three in five consumers say help from real people helps create trust, according to a Ricoh survey.

    By • Oct. 10, 2025
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    How Madison Reed rolled out agentic AI to support, not replace, people

    The hair care company has focused on automating high-volume, low-friction tasks like membership management to free up stylists for more important work.

    By • Oct. 8, 2025
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    Why mobile-order and pickup-only restaurants fail

    Starbucks learned the hard way that customers care more about experience than efficiency. 

    By Michael Brady • Oct. 7, 2025
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    CX quality is improving, no thanks to AI customer support

    Half of consumers are concerned that AI will impede their ability to connect to a human, according to Qualtrics XM Institute.

    By • Oct. 7, 2025
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    Consumers grow frustrated with unclear digital self service

    Most consumers say they have abandoned a digital task because it was too annoying, Liferay found.

    By • Oct. 6, 2025
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    Chick-fil-A wins on order accuracy, experience at the drive-thru

    Speed of service improved slightly at quick-service restaurants, but mobile orders, app payments and customizations have created more complex transactions, Intouch Insight’s report revealed.

    By Aneurin Canham-Clyne • Oct. 3, 2025
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    AI chatbots consistently fall short on complex tasks

    Companies should let bots handle simple issues and escalate complex requests to AI-supported human agents to boost outcomes, loyalty and efficiency, according to Bain & Co.

    By Michael Brady • Oct. 3, 2025
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    Winning consumers back after a poor experience takes action, not words

    Business leaders and customers agree that resolution should be fast, but leaders place greater value in apologies, according to a survey released by Sprinklr.

    By • Oct. 2, 2025
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    Good AI customer service is about not getting caught up in the details

    Chatbot responses should be “relevant, accurate, and not over or under informative” throughout the entire experience, according to PolyAI’s Oliver Shoulson.

    By • Updated Oct. 3, 2025
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    Red Lobster deploys AI bots to answer phones

    SoundHound’s voice automation technology is expected to free up workers and improve front-of-house service.

    By Aneurin Canham-Clyne • Sept. 24, 2025
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    A bipartisan bill wants to keep call centers in the US. Here’s how leaders can prepare.

    The legislation's future is unclear, but experts say contact centers should plan ahead and reduce call volumes, improve service and examine costs.

    By • Sept. 15, 2025
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    Gartner predicts Fortune 500 companies won’t eliminate human agents anytime soon

    “At the end of the day do we think there will be fewer agents? Yes. But a fully agentless future is not going to happen,” Gartner’s Kathy Ross said.

    By • Sept. 12, 2025
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    Atlassian lays off another 200 customer service, support staff

    The company came to the decision after its customer experience improvements to platform and tools reduced support needs, a spokesperson told CX Dive.

    By • Sept. 10, 2025
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    Office Depot promises 15-minute pickup service

    The retailer says it will fulfill online and mobile orders for in-store and curbside pickup within 15 minutes, or it’ll send customers a $15 coupon.

    By • Sept. 8, 2025
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    Salesforce still sees a place for live customer service agents after massive cuts

    The company slashed about 4,000 customer service agents as its use of AI picked up, but CEO Marc Benioff still expects people and AI to work together.

    By • Sept. 4, 2025
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    CX leaders expect self-service and live chat to overtake phone, email by 2027

    Customer experience executives, however, are skeptical that AI agents will significantly expand and improve self-service, according to a Gartner survey.

    By Michael Brady • Sept. 3, 2025
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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 • 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 • Aug. 25, 2025
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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 • 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 • Aug. 22, 2025