Customer Service

  • A customer browses a computer in front of a Christmas tree.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Most consumers interacted with AI customer service during holiday shopping

    Consumers’ response to AI and automation is largely positive, but a majority still say humans provide better support, a Liveops survey found.

    By • Dec. 17, 2025
  • A person carrying bags with a shopping cart in tow walks past a Wells Fargo ATM at the front exterior of the bank's branch in Miami.
    Image attribution tooltip
    Joe Raedle / Staff via Getty Images
    Image attribution tooltip
    Q&A

    Wells Fargo sees digital boost from branch refurbishments

    The bank plans to renovate branches in Los Angeles, San Francisco and Atlanta in 2026, the lender’s head of branch systems and transformation said.

    By Caitlin Mullen • Dec. 16, 2025
  • A person in a suit stands on stage surrounded by a large crowd in the stands.
    Image attribution tooltip
    Courtesy of Starbucks
    Image attribution tooltip

    Starbucks’ on-premise experience could stave off coffee competitors

    Starbucks CEO Brian Niccol said the chain’s emphasis on a coffeehouse atmosphere would result in consumers choosing the chain over “soulless” options.  

    By Aneurin Canham-Clyne • Dec. 10, 2025
  • A headset hangs on an empty call center cubicle
    Image attribution tooltip
    William Thomas Cain / Stringer via Getty Images
    Image attribution tooltip

    How widespread are AI-caused job cuts?

    Businesses from Atlassian to Salesforce have laid off customer service workers in recent months, pointing to the efficiencies gained by AI.

    By • Dec. 5, 2025
  • A Samsung smartphone sits on display at an AT&T store.
    Image attribution tooltip
    Brandon Bell via Getty Images
    Image attribution tooltip

    Inside Samsung’s investment in a US contact center

    When deciding where to locate a contact center, cost isn’t the only factor.

    By S.L. Fuller • Dec. 4, 2025
  • Arriving airport passengers wait to board Lyft vehicles.
    Image attribution tooltip
    Mario Tama / Staff via Getty Images
    Image attribution tooltip

    Lyft’s agentic AI cuts resolution times, adds 24/7 support

    Lyft and the AWS Generative AI Innovation Center built an “intent agent” that helped reduce average resolution time for customer support calls by 87%.

    By • Dec. 1, 2025
  • The AWS Amazon Web Services pavilion stands are seen at the 2025 Hannover Messe industrial trade fair on March 31, 2025 in Hanover, Germany.
    Image attribution tooltip
    Sean Gallup / Staf via Getty Images
    Image attribution tooltip

    Amazon Connect launches AI agents capable of autonomous action

    The ability to seamlessly swap AI agents and human representatives is a core part of the offering, Pasquale DeMaio, VP of Amazon Connect, told CX Dive.

    By • Nov. 30, 2025
  • A worker checks out a customer at a Lowe's home improvement store.
    Image attribution tooltip
    Scott Olson / Staff via Getty Images
    Image attribution tooltip

    Lowe’s virtual assistants boost satisfaction and sales

    Customers who engage with Mylow online convert at more than double the rate of those who don’t, providing “clear evidence that AI is simplifying decision-making and driving sales,” CEO Marvin Ellison said.

    By • Nov. 21, 2025
  • Klarna BNPL IPO NYSE buy now pay later Walmart
    Image attribution tooltip
    Courtesy of Klarna Group
    Image attribution tooltip

    Klarna says its AI agent is doing the work of 853 employees

    The buy now, pay later firm says the technology has saved the company $60 million, though customer service and operations costs are still up year over year.

    By • Nov. 20, 2025
  • An Urban Outfitters storefront is pictured while a large amount of shoppers walk on the sidewalk in front of it.
    Image attribution tooltip
    Dan Dennison/Getty Images via Getty Images
    Image attribution tooltip

    Nuuly subscribers can now return items at Urban Outfitters stores

    Subscribers to the apparel rental company can see faster processing and instant updates as part of the new service. 

    By Howard Ruben • Nov. 18, 2025
  • A happy contact center agent
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Consumers will pay more for empathy

    Many consumers feel companies are failing at empathy, and the growing use of AI in customer service likely isn’t helping, a Zurich survey found.

    By • Nov. 18, 2025
  • In Philadelphia, union hotel workers at the Wyndham Historic District hotel walked off the job on Nov. 8, 2025.
    Image attribution tooltip
    Courtesy of Unite Here
    Image attribution tooltip

    Front-line workers are more difficult to find, train and retain, study says

    Employers’ previous assumptions about how easily essential workers can be hired or replaced have become increasingly unreliable, according to a Josh Bersin report.

    By Laurel Kalser • Nov. 17, 2025
  • An employee aids his colleague in a call center.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    Why Optimum looks to the frontline for customer pain points

    “I learn most when I'm in a call center in the Philippines or in India or in Brooklyn than what I hear through a bunch of PowerPoints in the boardroom,” said CCXO Shuvankar Roy.

    By • Nov. 12, 2025
  • People stand in a line to check in to their flights.
    Image attribution tooltip
    Anna Moneymaker via Getty Images
    Image attribution tooltip

    Major airlines waive cancellation, rebooking fees amid flight cuts

    As airlines work to comply with the FAA order to cut flights at 40 major airports, carriers are working to minimize the disruption to customers.

    By • Nov. 7, 2025
  • Two people sit on a stage for a fireside chat at a conference.
    Image attribution tooltip
    Permission granted by Reuters Events
    Image attribution tooltip

    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
  • The logo of a Marriott hotel
    Image attribution tooltip
    Brandon Bell/Getty Images via Getty Images
    Image attribution tooltip

    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
  • A woman sits at a desk in a dark room with a phone in her hand, looking unsettled. The shadow of a tree is projected on the wall behind her.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    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
  • Close up of Wayfair storefront.
    Image attribution tooltip
    Scott Olson via Getty Images
    Image attribution tooltip

    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
  • A Williams-Sonoma store with a customer walking by.
    Image attribution tooltip
    Joe Raedle / Staff via Getty Images
    Image attribution tooltip

    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
  • Contact center agents work in a row at call center.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    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
  • The inside of a Madison Reed color bar.
    Image attribution tooltip
    Permission granted by Madison Reed
    Image attribution tooltip

    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
  • A promotional image of one of Starbucks' AmazonGo Locations
    Image attribution tooltip
    Courtesy of Starbucks
    Image attribution tooltip

    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
  • A close up of a man's hand holding a phone displaying a conversation with a chatbot.
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    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
  • A person calls customer service on their cell phone
    Image attribution tooltip
    Getty Images
    Image attribution tooltip

    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
  • A car sits underneath Taco Bell's new drive-thru camera stations, which are decorated in neon signage
    Image attribution tooltip
    Permission granted by Taco Bell Corp.
    Image attribution tooltip

    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