Customer Service: Page 2
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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 Kristen Doerer • Sept. 19, 2024 -
Courtesy of L'Occitane en Provence
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 -
Explore the Trendline➔
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TrendlineCustomer 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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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 Kristen Doerer • Sept. 5, 2024 -
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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 Bryan Wassel • Sept. 5, 2024 -
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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 Bryan Wassel • 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 Bryan Wassel • 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 Kristen Doerer • 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 Bryan Wassel • 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 -
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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 Kristen Doerer • Aug. 12, 2024 -
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The biggest challenge of AI? Bringing along wary customers
As more and more businesses adopt AI in customer service, employees say maintaining customer trust is a primary hurdle.
By Kristen Doerer • Aug. 9, 2024 -
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Shake Shack’s drive-thru times are way too long, CEO says
Customers have to wait twice as long as they should in the key service area, CEO Rob Lynch said. To speed things up, the company is taking steps like combining menu items.
By Julie Littman • Aug. 8, 2024 -
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Credit card holders still want the phone to resolve complex tasks
Even though most consumers prefer to pay credit card bills online, more than half still teaser phone support for customer service, a TD Bank survey found.
By Bryan Wassel • Aug. 5, 2024 -
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Gen X is least tolerant of bad experiences, survey finds
While Gen Z is most likely to stay loyal to a brand, it takes just one or two bad experiences to lose most Gen X consumers, a Morning Consult survey found.
By Kristen Doerer • July 31, 2024 -
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As the ADA turns 34, technology risks leaving customer service accessibility behind
“I think that the challenge is sometimes that the innovation moves so fast that people get left out,” said Chris Soukup of Communication Service for the Deaf.
By Kristen Doerer • July 26, 2024 -
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Google sees potential for generative AI to boost CX while saving money
The technology’s applications are broad enough to benefit customers and the bottom line at the same time, according to CEO Sundar Pichai.
By Bryan Wassel • July 24, 2024 -
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Delta customers issue hundreds of complaints with DOT after mass cancellations
Though a third-party vendor was to blame for the travel disruptions, Delta is working hard to minimize the impact of delays and cancellations on customers and their perceptions of the brand.
By Kristen Doerer • July 22, 2024 -
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United Airlines touts high customer satisfaction score, app popularity
Despite bearing the brunt of customers' concerns about flying safety this spring, United has been able to maintain strong operations to boost CX.
By Kristen Doerer • July 22, 2024 -
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Sponsored by ZoomThe ultimate guide to getting started with contact center AI: 5 steps to greatness
Get a practical guide with actionable steps for implementing contact center AI without losing the human touch.
July 22, 2024 -
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Lawsuit accuses Patagonia’s customer support of violating privacy rights
The class-action suit alleged Patagonia failed to disclose that it shares call recordings with third-party vendor Talkdesk for analysis.
By Bryan Wassel • July 18, 2024 -
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Salesforce launches customer-facing generative AI assistant
The chatbot draws on large language models to better interpret customer context and autonomously determine the next best action.
By Bryan Wassel • July 17, 2024
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