Customer Service: Page 3
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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 -
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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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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Generative AI will lead to fewer agents with more advanced skill sets, Forrester finds
Businesses will need to train employees and refine knowledge bases to prepare for the advent of generative AI, according to Forrester.
By Bryan Wassel • July 17, 2024 -
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Bank of America credits customer service for consumer banking growth
“Our emphasis on personalized financial solutions and superior customer service has strengthened customer loyalty, attracted new clients across all our businesses,” CEO Brian Moynihan said Tuesday.
By Kristen Doerer • July 16, 2024 -
Courtesy of Bank of America
BofA tackles digital banking’s transaction pain points
The latest CashPro platform update is designed to better address transaction-related inquiries — one of the top reasons business customers call and email the bank.
By Maura Webber Sadovi • July 16, 2024 -
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Businesses embrace virtual assistants, but lack of strategy and employee buy-in hinder success
As businesses eagerly adopt intelligent virtual assistants with promises of cost savings and efficiency improvements, a core question lingers: Will the systems deliver ROI?
By Rosalyn Page • Updated July 17, 2024 -
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Customers’ trust in AI is dismal, but that shouldn’t dissuade service leaders
Most customers don’t want AI in customer service, Gartner found, but smart implementations and readily available agents can help build trust.
By Bryan Wassel • July 15, 2024 -
Courtesy of Wyndham Hotels & Resorts
Wyndham deepens AI play with guest engagement platform rollout
Wyndham Connect, in use across North America, was designed to elevate the guest experience with mobile tipping and AI messaging, while also driving revenue for franchisees.
By Jenna Walters • July 3, 2024 -
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Amazon adds step-by-step guides to its AI assistant’s capabilities
AWS is “trying to save agents time but also lower the cognitive load,” VP of Customer Experience Pasquale DeMaio told CX Dive.
By Bryan Wassel • July 2, 2024 -
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The IRS is getting better at answering customer calls
Though the agency has returned service to pre-pandemic levels, it has a long way to go, particularly when it comes to offering taxpayer services by phone, according to a new report.
By Kristen Doerer • July 2, 2024 -
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Bank of America gets top marks for desktop user experience, study finds
“Their online banking account management excels with its information and reporting, payments and transfers, and self-service options,” Keynova Managing Director Susan Foulds said.
By Kristen Doerer • July 1, 2024 -
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For call centers, cost cuts still fuel the offshoring allure
Budget pressure and certain CX benefits make offshoring attractive, but data security and legislative concerns mean the move isn’t without risk.
By Bryan Wassel • June 26, 2024 -
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Happy customers pay more for service, survey finds
Though respondents were complimentary of their recent experiences, a NICE survey found most people are not happy with the service they receive overall.
By Bryan Wassel • June 20, 2024 -
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Most shoppers want human interactions when making returns, survey finds
A majority of consumers say interacting with other people during the return and refund process is extremely important, EY found.
By Bryan Wassel • June 20, 2024 -
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Generative AI is changing the role of agents. How can managers adapt?
Agents taking on complex work can use additional support, and it’s up to leaders to monitor for burnout and help workers see the impact of their efforts.
By Bryan Wassel • June 18, 2024 -
Courtesy of Pegasystems
How Pegasystems overhauled customer support using its generative AI tool
Implementing "Support Buddy" has helped the company see a 65% reduction in tickets that customer support teams have to address, CIO David Vidoni said.
By Rosalyn Page • June 17, 2024 -
Sam Silverstein/CX Dive
How pricing intersects with CX
Not all businesses consider pricing a function of customer experience. But one typically impacts the other.
By S.L. Fuller • June 13, 2024 -
Bryan Wassel/CX Dive
EBay looks beyond transactions to deliver personalized customer service
“Once I know who you are, what you need help with, I can figure out what the best experience is going to be for you,” eBay’s Dan Leiva said.
By Bryan Wassel • June 11, 2024 -
Bryan Wassel/CX Dive
How engaged employees can become evangelists for new tech rollouts
Frontline teams can serve as proponents of new technology, helping increase adoption across the enterprise, according to PNC’s Pete Wheelhouse.
By Bryan Wassel • June 6, 2024 -
Bryan Wassel/CX Dive
Business leaders called to reinvigorate connections with remote call center agents
“Even when people don't say it, they yearn for connection,” Shipt's Mark Killick said.
By Bryan Wassel • June 5, 2024 -
Drew Angerer / Staff via Getty Images
Microsoft enters contact center market with generative AI assistant
The Dynamics 365 Contact Center Copilot is a step into an established vendor marketplace that includes AWS, NICE and Genesys.
By Kristen Doerer • June 5, 2024
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