Customer Service: Page 3


  • Billowy clouds in a blue sky above a storefront.
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    Daphne Howland/CX Dive
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    Best Buy prioritizes omnichannel experience, returns to sales growth

    The electronics retailer credited investments in personalization, stores and personnel for better-than-expected sales growth in its latest quarter.

    By March 7, 2025
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    jacoblund via Getty Images
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    Opinion

    The risks of generative AI in CX — and how to overcome them

    Implementing customer-facing generative AI poses challenges, from the potential degradation of customer experience to unexpected costs.

    By Melissa Fletcher • March 6, 2025
  • A person assists a family in getting a product behind glass casing at a store. Explore the Trendline
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    Brandon Bell via Getty Images
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    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
  • A woman makes a phone call while sitting at a table and gesturing
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    sinceLF via Getty Images
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    Consumers say it’s harder to interact with businesses

    Customers say companies are more interested in technological investments that improve profits rather than their experience, a Pegasystems survey found.

    By March 5, 2025
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    DragonImages via Getty Images
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    Hotel Tech-in: The AI agent fielding front desk calls

    Canary Technologies’ AI Voice platform can answer guest calls, reply to questions and make or cancel bookings.

    By Noelle Mateer • March 4, 2025
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    Permission granted by Sanas/Hersh Singh
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    Sponsored by Sanas

    Breaking down accent bias: Empowering contact center agents with Sanas

    In today’s global economy, contact centers are essential to delivering seamless customer experiences.

    By Anindya Ghosh • March 3, 2025
  • A frustrated man talks on the phone with customer service while looking at his laptop.
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    fizkes via Getty Images
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    As long wait times persist, customers embrace AI for speedier service

    Customers are open to using multiple channels for a single customer service inquiry, and this is where AI can shine, according to a Vonage survey.

    By Feb. 27, 2025
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    Jeff Swensen / Stringer via Getty Images
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    Frontier says its premium offerings are driving revenue growth

    By providing higher-end options at lower price points, the airline sees an opportunity to meet its customers’ desires for more luxurious experiences.

    By Feb. 12, 2025
  • Secretary talks on the phone while working at her desk.
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    Fly View Productions via Getty Images
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    Calling a customer? Brands can now display ‘reason for call’

    TransUnion and AT&T offer companies the ability to display brand name, company logo and the reason for their call when dialing Android users.

    By Feb. 6, 2025
  • Call center agent answering incoming calls with a headseat.
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    .shock via Getty Images
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    Why don’t more contact centers offer automatic callbacks?

    Automatic callbacks can improve customer satisfaction and lower costs, but some companies would rather avoid calls altogether.

    By Michael Brady • Jan. 27, 2025
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    Justin Sullivan / Staff via Getty Images
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    How Cisco aims to understand customers’ needs better than they do

    Liz Centoni, EVP and chief customer experience officer at Cisco, prioritizes problem solving and innovation as the backbone of great CX.

    By Updated Jan. 22, 2025
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    patty_c via Getty Images
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    Ulta taps Instacart for same-day delivery

    Through the partnership, customers can receive beauty products in as little as one hour and earn loyalty points on orders.

    By Howard Ruben • Jan. 14, 2025
  • A pedestrian walks by a sign posted in front of an AT&T store.
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    Justin Sullivan via Getty Images
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    AT&T aims to draw customers with service guarantee

    The promise includes compensation for long customer service wait times and extended service outages.

    By Jan. 9, 2025
  • federal regulation rules
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    Tasos Katopodis via Getty Images
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    Biden signs into law Government Service Delivery Improvement Act

    The legislation to improve government service delivery gained bipartisan support, with both Republicans and Democrats celebrating its passage Tuesday.

    By Jan. 8, 2025
  • Four people walk by a TD bank branch location
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    Joe Raedle / Staff via Getty Images
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    TD Bank names US leader of consumer solutions, services

    Allison Robinson will lead the regional bank’s day-to-day store operations, sales and advice, customer experience and more.

    By Dec. 18, 2024
  • Customer using online service with chatbot.
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    Galeanu Mihai via Getty Images
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    Customer service teams are behind on AI usage policies

    Even though 4 in 5 customer support teams want to hand off tasks to AI, the profession as a whole is behind others when it comes to adoption, a Freshworks survey found.

    By Dec. 17, 2024
  • Macy's
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    Mario Tama via Getty Images
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    Macy touts NPS gains in mixed earnings report

    The retailer reached the “highest net promoter scores that we've seen on record at the Macy's brand,” according to CEO Tony Spring.

    By Dec. 13, 2024
  • Best Buy expands delivery options.
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    Courtesy of Best Buy
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    Best Buy launches scheduled parcel delivery

    The capability, live in several U.S. markets, allows customers to schedule a two-hour delivery window up to a week in advance.

    By Max Garland • Dec. 10, 2024
  • A customer on the phone with holiday lights in the background.
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    fotostorm via Getty Images
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    How to perfect customer service for holiday-stressed customers

    Customers are sensitive to bad service during the holiday season, but resolving issues on first contact can help earn long-term loyalty.

    By Dec. 10, 2024
  • People stand in front of a screen showing flight arrivals and departures.
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    Roberto Schmidt via Getty Images
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    DOT proposal would make airlines pay customers for canceled flights

    The agency is considering requiring airlines to pay customers at least $200 for trip delays.

    By Dec. 9, 2024
  • People wait in line with baggage at the Delta Airlines check-in counter.
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    David Dee Delgado via Getty Images
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    Senators press airline executives over ‘junk fees’

    Executives faced a grilling after a Senate subcommittee report found that five airlines pocketed $12.4 billion in seat fees over a five-year period.

    By Dec. 6, 2024
  • A person calls customer service on their cell phone
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    fizkes via Getty Images
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    Consumers find customer service as stressful as the initial problem, survey finds

    Two-thirds of respondents say they hesitate to contact customer service because they expect long hold times, a Zingly.ai and Dynata survey found. 

    By Dec. 2, 2024
  • Shoppers walk through the retail district near Oxford Circus in front of a Black Friday sign.
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    Leon Neal via Getty Images
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    5 ways retailers can boost customer experience this holiday season

    Black Friday presents retailers with opportunities to meet shifting customer expectations, foster loyalty and provide standout service.

    By Nov. 27, 2024
  • A woman holds up her smart phone to a tablet that is asking what percentage of a tip should be added.
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    lechatnoir via Getty Images
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    Are customers tipping more? Here’s what the data says.

    While customers feel more pressure to tip across industries, they still tip a relatively stable 18% at restaurants.

    By Julie Littman • Nov. 26, 2024
  • People sit in a radio studio.
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    The image by ruthdaniel3444 is licensed under CC BY 2.0
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    SiriusXM ran afoul of federal statute with cancellation policy, judge rules

    The satellite radio provider made it too difficult for customers to cancel their subscriptions, a New York supreme court justice ruled last week.

    By Nov. 25, 2024
  • A phone featuring the Facebook and Instagram apps.
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    Kenneth Cheung via Getty Images
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    How consumers are using social media for holiday customer service

    Facebook is the most common platform for customers contacting brands through social media, with Gen Z leaning toward Instagram.

    By Nov. 15, 2024