Companies are charging for better customer support. But should they?

From Delta Air Lines to Meta, a variety of businesses are testing tiered customer service. While it encourages loyalty in some industries, it can erode trust in others.

By Michael Brady • Aug. 6, 2025

Half of customer service queries start on third-party platforms, survey finds

Consumers are turning to search engines, social media and generative AI tools at the start of their journeys, with good success rates, Gartner finds.

By Bryan Wassel • July 29, 2025

Explore the 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

Why more CX leaders are looking to Africa for contact center agents

Perhaps most attractive is the continent’s untapped labor market, which largely comprises young people with an affinity for technology. 

By S.L. Fuller • Updated July 30, 2025

Want a great quick-service restaurant experience? Keep it fast and efficient

Customers are happier with human-led ordering at the counter or the drive-thru than they are with using kiosks, according to a Qualtrics Instant Insights survey.

By Bryan Wassel • Updated July 21, 2025

7-Eleven faces shrinking foot traffic

Store visits have declined for several quarters. CFO Yoshimichi Maruyama said recovering customer traffic is “a major challenge for the time being.” 

By Jessica Loder • July 17, 2025

Customers value 24/7 self-service less than you think

The perception gap around AI-powered self-service may have more to do with poor execution than “a lack of interest,” Five9 research found.

By Michael Brady • June 26, 2025

Verizon creates dedicated role for handling customer inquiries from start to finish

Customer Champions will work on the issues behind the scenes, providing the customer updates through the channel of their choosing.

By Bryan Wassel • June 25, 2025

Hyatt lays off 30% of US guest services and support teams

The shift comes “in response to the evolving nature of guest inquiries,” a Hyatt spokesperson said.

By Jenna Graber • June 24, 2025

Exceptional customer service is essential to loyalty, survey finds

Nearly 9 in 10 customers would purchase from a brand again following an amazing experience, according to a Verint survey.

By Michael Brady • June 18, 2025

Wayfair owes customer service employees wages, suit alleges

A proposed class action lawsuit alleges that the company failed to compensate its customer service employees for all the time they worked.

By Kristen Doerer • June 12, 2025

Stitch Fix personalization investments show signs of paying off

Deeper customer-stylist relationships and improved flexibility fueled a strong quarter, but the retailer still reported year-over-year declines in active clients.

By Bryan Wassel • June 11, 2025

Want to encourage generative AI use? Reassure customers that humans are available

About one-third of those who prefer phones for customer service are open to generative AI, according to Gartner. Making live agents readily available from self-service can win them over.

By Bryan Wassel • June 9, 2025

BofA’s head of branches: ‘Proximity is still important to people’

Customers may or may not visit a branch, but the bank’s presence affirms its commitment to a community, and “there’s a brand value” in that, the executive said.

By Caitlin Mullen • June 6, 2025

Call center agents aren’t promoting self-service

Customers are about twice as likely to use self-service after an agent suggests it, but most say it didn’t come up on a recent call, a Gartner survey found.

By Bryan Wassel • June 5, 2025

Business leaders expect agentic AI to take over customer service

The enthusiasm toward agentic AI in business circles is more muted for customers. Three-quarters of consumers believe customer service is now too impersonal.

By Kristen Doerer • May 30, 2025

For Williams-Sonoma, customer service starts in the supply chain

Backend improvements enhance the customer journey in-store as experience becomes a key lever to focus on with tariffs, according to CEO Laura Alber.

By Bryan Wassel • May 27, 2025

Klarna credits AI for slashing customer service costs

Though the buy now, pay later firm will once again hire customer service agents, it sees its AI chatbot as a success that has cut costs.

By Kristen Doerer • May 21, 2025

Home Depot is ‘laser focused’ on elevating customer service through associates

A localized training program and generative AI knowledge tools for workers are expected to boost the in-store experience.

By Bryan Wassel • May 20, 2025

Why customer service shouldn’t be ‘a deflection mechanism’

When customers are unable to reach customer service, it can exacerbate their frustration and erode overall customer experience, brand reputation and sales. 

By Kristen Doerer • May 20, 2025

People skills drive experience wins for Southwest, JetBlue, research finds

JetBlue and Delta have invested tens of millions of dollars training staff to be friendly and interactive, while Southwest hires for attitude.

By Kristen Doerer • May 12, 2025

The growth disconnect: Why scaling often means losing customer focus

The CX leader's blueprint for maintaining connection throughout growth, and how customer-centric brands maintain their focus.

May 12, 2025

Klarna changes its AI tune and again recruits humans for customer service

Over a year after claiming that its AI chatbot could do the work of 700 representatives, Klarna is turning back to people to help with customer service work.

By Kristen Doerer • May 9, 2025

Shake Shack rolls out digital menu boards, combos to speed up drive-thru

The drive-thru efforts build on five consecutive quarters of improvements to speed of service and order accuracy.

By Bryan Wassel • May 2, 2025

Starbucks’ employee, algorithm investments show signs of paying off

Pilot programs last quarter proved workers, not equipment, are the key to solving Starbucks’ low throughput woes, according to CEO Brian Niccol.

By Bryan Wassel • April 30, 2025

Satisfaction with government services faces headwinds in 2025

While the metric has been increasing, there is still a sizable gap between government and other industries, Qualtrics found.

By Kristen Doerer • April 29, 2025