Customer Service: Page 2


  • The Stellantis sign outside the company’s North American office in Auburn Hills, Michigan.
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    Courtesy of Stellantis
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    Stellantis names chief customer experience officer

    Olivier Bourges is tasked with making Stellantis the top automaker in customer service as part of the company’s Dare Forward 2030 strategic plan.

    By Kalena Thomhave • June 4, 2024
  • A worker assists a man in front of a display of Apple products.
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    Octavio Jones via Getty Images
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    Best Buy balances tech and staff investments to boost customer experience

    The retailer expects AI-powered review filters, personalized app home screens and dedicated staff in certain departments to improve shopping experiences.

    By June 3, 2024
  • A customer pays using a Clover device
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    Permission granted by Fiserv
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    ‘They feel like they got tricked’: How tipping requests can hurt customer relationships

    Consumers are being asked to tip more often and for more services than they were in the past. It’s leaving them with a bad taste in their mouths.

    By Lisa Scherzer • June 3, 2024
  • A woman in a call center answers a call.
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    South_agency via Getty Images
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    How leaders can reassure agents in the AI-powered contact center

    Call center leaders can alleviate fears of how AI will impact agents’ jobs by educating and training them about what their more complex roles will entail.

    By May 30, 2024
  • People walk with luggage through a busy terminal.
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    Scott Olson via Getty Images
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    Airline CX shines over Memorial Day weekend despite record air travel

    While customers had to deal with weather-related delays this Memorial Day weekend, airlines were able to keep cancellation rates low and largely delivered on factors within their control.

    By May 29, 2024
  • Block Head Jack Dorsey testifies during a Senate Intelligence Committee hearing on Capitol Hill.
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    Drew Angerer via Getty Images
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    Cash App aims to add more features, improve customer service

    Block’s Jack Dorsey wants to improve Cash App’s customer service experience in order to entice more users to make it their primary bank.

    By James Pothen • May 28, 2024
  • Three fast food beverages stand in line.
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    Aneurin Canham-Clyne/CX Dive
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    Inside CosMc’s: Slow drive-thru service may undercut customization’s perks

    McDonald’s spinoff brand, which targets Gen Z with highly caffeinated drinks and snacks, is a “learning lab” that needs work to compete with legacy QSRs.

    By Aneurin Canham-Clyne • May 23, 2024
  • A plane with the Frontier logo taxies the runway in front of two planes with the Spirit logo.
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    Joe Raedle via Getty Images
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    Spirit, Frontier eliminate change fees to compete with legacy carriers

    The budget airlines eliminated change fees in an effort to offer customers greater flexibility and keep up with competition.

    By May 21, 2024
  • General view of an Amazon logo on June 3, 2021.
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    Stefano Guidi/Getty Images via Getty Images
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    Amazon cuts global customer service staff by less than 1%

    The company said it reduced its global customer service team in an effort to shrink the distance between customers and customer service leaders.

    By May 17, 2024
  • The outside of a Verizon store
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    Justin Sullivan via Getty Images
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    Verizon harnesses AI for better experiences, but associates still take point

    Generative AI is helping in-store associates find answers to 95% of customer inquiries, according to Verizon.

    By May 15, 2024
  • Call center agents handle customer service at desks
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    Jacob Wackerhausen via Getty Images
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    Call center agents feel the pressure, and it’s hurting customer service

    High stress leads to poor customer service and burnout, but call centers have options to relieve the burden on agents.

    By May 15, 2024
  • A person walks with luggage in front of window. Through the window, a plane sits at the gate and another is in the air.
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    Mario Tama via Getty Images
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    Airlines sue to block DOT ‘junk fees’ rule

    While the Department of Transportation says its rule will protect customers from surprise fees, U.S. airlines argue such regulations will confuse consumers.

    By May 14, 2024
  • An empty desk with a headset and computer screen
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    South_agency via Getty Images
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    Senate Democrats push to keep call center jobs in US

    The bill would require companies that transfer call center operations overseas to notify the Department of Labor or face fines, among other penalties.

    By May 13, 2024
  • Employees working at a call center
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    Hispanolistic via Getty Images
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    Call center data security can be complex. Here’s how to keep information safe.

    Specialized agents and well-trained chatbots are essential to keep customer data safe, experts say.

    By May 13, 2024
  • Close-up of customer service representative wearing wireless headset working on desktop computer in call center.
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    simonkr via Getty Images
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    Call center agents feel overwhelmed, but research shows tech can offer relief

    Tools can help agents navigate complex policies and better understand customer inquiries, leading to better satisfaction, according to Deloitte Digital.

    By May 8, 2024
  • CFPB Director Rohit Chopra
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    Chip Somodevilla via Getty Images
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    Chime dinged by CFPB for delayed customer refunds

    “When Chime discovered the issue, we worked with our vendor to resolve the error and issued refunds to impacted consumers,” a Chime spokesperson said, noting most issues occurred in 2020 and 2021.

    By Gabrielle Saulsbery • May 8, 2024
  • New Ford trucks parked outside at a dealership in Long Beach, California.
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    Eric Thayer via Getty Images
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    Ford invests in dealer education to improve customer experience

    With Ford University, the automaker is banking on highly informed dealers to serve as guides to customers throughout the buying process.

    By May 3, 2024
  • Travelers stand at a check-in area in front of an Alaska Airlines sign.
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    Mario Tama via Getty Images
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    Airline staffing and customer satisfaction reach new highs. It’s no coincidence.

    “Three of the four factors of why airlines are doing well have to do with employees,” a Deloitte Digital analyst said.

    By May 2, 2024
  • Block letters on wood paneling and a small sign jutting from a light stone building all read "J. Jill," above a store window.
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    Daphne Howland/CX Dive
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    J. Jill to elevate customer service in some stores

    The retailer’s multifaceted “One Wardrobe. No Limits” effort is based on research revealing women’s frustration with the clothes in their closets.

    By Daphne Howland • April 30, 2024
  • A person holds a smart phone on the IRS Direct File page in front of the Internal Revenue Service Building.
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    Tasos Katopodis via Getty Images
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    IRS’ Direct File pilot earns high user satisfaction

    Nine in 10 users of the free tax filing pilot ranked their experience as “excellent” or “above average,” according to a General Services Administration Touchpoints survey.

    By April 29, 2024
  • An IHG Hotels and Resorts-branded robe
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    Jesse Grant via Getty Images
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    IHG taps Salesforce’s CRM to standardize customer data profiles

    By unifying its customer profiles across 19 brands, the hotel chain said it can offer customers more tailored experiences.

    By April 29, 2024
  • Ally Financial, NYSE facade
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    Courtesy of Ally Financial
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    Ally Financial credits CX for high customer retention rates

    Ally maintained an “industry-leading” customer retention rate of 96%, according to its earnings statement.

    By April 26, 2024
  • Workers on their computers at a contact center
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    VioletaStoimenova via Getty Images
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    Companies are asking customer service teams to generate revenue, too

    Nearly 9 in 10 leaders are reporting that their teams are expected to deliver more revenue through upselling, cross-selling and customer retention, Salesforce found.

    By April 23, 2024
  • Picture of a man and a woman working at two computer stations in an office with headsets on.
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    PeopleImages via Getty Images
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    Why calling customer service has so many ‘speed bumps’

    Sometimes pressing “zero” repeatedly or saying “agent” over and over isn’t enough to redirect the line to a live person.

    By S.L. Fuller • April 22, 2024
  • United Airlines fleet
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    Courtesy of United Newsroom
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    United grows NPS despite hit from Boeing groundings

    Though the Max 9 grounding cost it $200 million, United pointed to its customer experience wins as a bright spot that will carry the company forward.

    By April 18, 2024