Uber cuts 10% of customer service team as it embraces AI

Uber joins a growing list of companies laying off customer service workers and pivoting to AI. What's behind it is more complicated.

By Kristen Doerer • July 23, 2026

Bank of America upgrades customer service employee tool

Generative AI capabilities added to EricaAssist will allow customer service employees to handle client inquiries more quickly, the lender said.

By Caitlin Mullen • July 23, 2026

Explore the Trendline➔

Contact Center

In this Trendline, CX Dive explores contact center technologies and strategies to improve customer experience.

By CX Dive staff

A clear path to a live agent grows trust in AI customer service

More than half of consumers trust AI when offered a clear path to a live agent, whereas only about one-quarter trust it when no human option is available, a Five9 study found. 

By Bryan Wassel • July 22, 2026

Customer satisfaction scores rise when agents express empathy

When the stakes are high and resolution is still within reach, representatives who provide emotional validation are more likely to improve satisfaction, a Level AI analysis found.

By Kristen Doerer • July 21, 2026

Burger King reworks manager role to support guest experience

"Your Way Champion" managers will be tasked with creating a welcoming store environment, double checking orders and serving as points of contact for customer problems.

By Aneurin Canham-Clyne • July 20, 2026

How the right contact center culture can drive measurable ROI

When agents feel like they have a career, not just a job, attrition drops — and lower turnover is a clear source of ROI, Morgan & Morgan’s Angie Flury said.

By Bryan Wassel • Updated July 17, 2026

Contacting customer service is the last thing customers want to do

Handoffs are a source of friction. Nearly all consumers expect their information to be available across channels so they don’t have to repeat themselves, according to Genesys.

By Kristen Doerer • July 14, 2026

Brands miss the mark on recovery after a poor customer service interaction

Three in 10 consumers say the company took no action at all in response to their most recent poor customer service experience, a CCW Digital survey found.

By Bryan Wassel • July 14, 2026

In customer service, third-party generative AI tools are beating brand chatbots

While consumers' use of third-party generative AI tools has doubled in the past year alone, company-provided chatbot usage hasn’t statistically increased since 2022, Gartner found.

By Kristen Doerer • July 10, 2026

As AI’s role expands, the customer service labor market contracts

Job postings for customer service in the U.S. have dropped about 10% below pre-pandemic levels, according to Indeed Hiring Lab data.

By Kristen Doerer • July 8, 2026

Behind the disconnect: how CX leaders view AI projects and results

CX leaders are calling their AI projects a success, but many are hitting roadblocks. What’s the disconnect?

By Kristen Doerer • July 6, 2026

What customer service loses when it fails on accessibility for deaf customers

Deaf and hard of hearing shoppers represent $175 billion in discretionary spending. However, the customer service experience has failed to evolve to meet their needs.

By Bryan Wassel • Updated July 6, 2026

A CX culture is just marketing if there’s no buy-in, experts say

Organizations that confuse slogans for values or fail to punish bad behavior can see their CX efforts fall short, leaders said at a CCW Las Vegas panel.

By Bryan Wassel • July 1, 2026

How United responds when customer service gets complicated

“The future of service is less about us just being the answer department and more about us being the reasonable department,” United’s Bryan Stoller said at CCW Las Vegas.

By Bryan Wassel • June 25, 2026

Full-service restaurants are winning the customer satisfaction battle

Full-service and casual chains were clustered at the upper end of ACSI’s score range, with Texas Roadhouse and LongHorn Steakhouse tied for the top spot.

By Aneurin Canham-Clyne • June 25, 2026

The contact center knows your customer best. Are you using it that way?

The contact center is a powerful real-time listening system and one of an organization’s most important drivers of innovation and adaptation. Yet only a fraction of brands leverage its strategic value.

By Brad Cleveland • June 24, 2026

Jersey Mike’s is the new king of quick-service restaurant satisfaction

Consumer satisfaction with key fast food performance indicators remained static from 2025 to 2026, but the industry is still facing major headwinds.

By Aneurin Canham-Clyne • June 23, 2026

Tenured customer service reps command a salary premium — with exceptions

Product expertise and institutional knowledge are valuable, but changing technology is driving demand for new skill sets, a Payscale study found.

By Bryan Wassel • June 17, 2026

Trust is lost when automated service fails. It’s worse without people in the loop.

More than one-third of U.S. consumers say they lose trust in a brand after an automated interaction fails, even if a human resolves it later, a Liveops survey found.

By Bryan Wassel • June 16, 2026

3 customer service roles made possible by AI

The remaining customer service jobs could take the form of “bot unblockers,” judges and experts or incorporate sales.

By Kristen Doerer • June 10, 2026

When does it make sense to bring customer service onshore?

The FCC has proposed a rule aimed at bringing contact centers back into the U.S., causing some companies to weigh the pros and cons of domestic customer support.

By Bryan Wassel • June 9, 2026

What’s going on with the contact center workforce?

While some companies are cutting headcount in favor of AI, others are trying to prevent turnover.

By Kristen Doerer • June 5, 2026

How better training keeps contact center agents from quitting

Ongoing coaching, a team they trust and the confidence to handle hard calls can do more to retain agents than onboarding alone, experts say.

By Michael Brady • Updated July 9, 2026

Macy’s revamped half its stores and customers followed

As it improves merchandising and customer experience at 200-plus stores, some analysts now see the department store taking share from weaker rivals.

By Daphne Howland • June 4, 2026

The FCC wants to onshore contact centers: How 7 organizations respond

While many businesses support the Federal Communication Commission's goal of protecting consumers, some are pushing back on the agency's proposed measures.

By Kristen Doerer • June 1, 2026