Customer Service: Page 6
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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 -
Courtesy of United Newsroom
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 Kristen Doerer • April 18, 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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Solution to patchwork of state data-privacy laws shows promise
By mostly preempting state laws, the American Privacy Rights Act would give companies a much-needed roadmap for compliance, privacy specialists say.
By Jessica Mach • April 17, 2024 -
Daphne Howland/CX Dive
L.L. Bean cuts call center hours as more customers turn to self-service
The changes are in response to long-term customer trends, not current business conditions, the retailer told CX Dive.
By Bryan Wassel • April 15, 2024 -
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Deep DiveWhy more tech in stores shouldn’t mean fewer workers
Stores can automate more tasks than ever, including pricing, inventory management and checkout. But for theft prevention, customer service and brand engagement, they need humans.
By Daphne Howland • April 15, 2024 -
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Discover, Mercedes-Benz turn to Google for customer service AI
Google’s Vertex AI platform will power call center agent productivity tools at Discover and self-service options at Mercedes-Benz.
By Bryan Wassel • April 9, 2024 -
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Call centers must maintain security, trust as they implement AI, experts say
Data privacy and consumer trust are top-of-mind concerns as CX leaders roll out AI-powered customer service.
By Bryan Wassel • April 4, 2024 -
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Agent roles are evolving as call centers enter the AI-powered era
The growing role of AI in the call center is undeniable, but it can’t come at the expense of agent support, experts say.
By Bryan Wassel • April 2, 2024 -
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Customer trust in banks sees significant drop, JD Power finds
A growing rate of customers say they’re likely to change their primary banks in the next year.
By Kristen Doerer • April 2, 2024 -
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Inside CVS Health’s push to transform customer experience
The transformation, led by Deloitte Digital, focused on increasing customer feedback to identify pervasive issues and closing the loop on customer inquiries.
By Kristen Doerer • March 27, 2024 -
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Consumers are satisfied with banks, American Bankers Association survey finds
The trade association presented its survey findings as evidence that the Consumer Financial Protection Bureau’s proposed regulations are unnecessary.
By Kristen Doerer • March 22, 2024 -
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Companies aren’t fulfilling customer service promises, employees say
Customer expectations grew during the pandemic, but companies aren’t adequately staffing workplaces to keep pace, according to Gallup analysis.
By Kristen Doerer • March 19, 2024 -
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Arise to pay $2M to customer service agents for alleged wage theft
The customer service company misclassified at least 250 workers in the District of Columbia as independent contractors and failed to pay minimum wages, the attorney general alleged.
By Kristen Doerer • March 18, 2024 -
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As passenger expectations rise, airport CX becomes a priority
Passengers ranked two smaller U.S. airports as the top North American airports for departure experience, according to Airports Council International World.
By Kristen Doerer • March 12, 2024 -
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Customers trust their banks, but data security is a top worry, survey finds
Good customer service was the leading reason for customer satisfaction, a EPAM Continuum report found.
By Kristen Doerer • March 8, 2024 -
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Aim for forgettable experiences, CSG says
Yes, it’s counterintuitive. But customers value easy experiences over exceptional ones, CSG said in a recent report.
By Kristen Doerer • March 6, 2024 -
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Klarna sees its AI assistant as a success. Is it too early to tell?
The Open AI-powered customer service assistant is handling the work of 700 full-time agents, Klarna said, but experts note the human touch is still important.
By Bryan Wassel • March 4, 2024 -
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Uber overhauls live chat, increasing customer adoption
The ride-hailing company worked to cut error rates to make it a more reliable customer service channel, growing the share of customers using live chat.
By Bryan Wassel • Feb. 26, 2024 -
Permission granted by Navy Federal Credit Union
USAA, Navy Federal lead consumer banking NPS rankings
The companies beat out the competition for highest net promoter scores among banks providing checking and savings accounts, NPS Prism found.
By Kristen Doerer • Feb. 23, 2024 -
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AI can improve customer service, but agents remain essential
AI and agents together will be essential to keep up with growing demands for a great customer service experience, a Customer Contact Week survey found.
By Bryan Wassel • Feb. 21, 2024 -
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Gartner expects the EU to mandate ‘right to talk to a human’ by 2028
Customer service leaders investing heavily in AI solutions would do well to keep a human in the loop, Gartner advises.
By Kristen Doerer • Feb. 20, 2024 -
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Inside the IRS’ journey to allow taxpayers to file for free
In designing the free tax filing product, the IRS focused on ease of user experience as well as scalability.
By Kristen Doerer • Feb. 8, 2024 -
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Insurance has the data to tap generative AI for a CX overhaul
Insurance has a reputation problem when it comes to customer experience, but select generative AI uses can make the claims process a more pleasant experience.
By Bryan Wassel • Feb. 2, 2024 -
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American Airlines lays off 656 employees in customer support restructuring
The airline wants to simplify post-travel care by combining multiple customer service groups under a new Customer Success team.
By Bryan Wassel • Jan. 30, 2024 -
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United Airlines’ investments in CX pay off as NPS rises
“Thanksgiving and the entire fourth quarter had the highest NPS scores in our post-pandemic history,” President Brett Hart said.
By Kristen Doerer • Jan. 24, 2024
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