Customer service quality drops as businesses look to cut costs

Nearly two-thirds of executives say they’re actively making trade-offs between customer satisfaction and cost efficiency, according to Accenture.

By Kristen Doerer • March 31, 2025

There’s a big gap between what consumers and CX leaders value

Consumers value first-contact resolution and knowledgeable agents significantly more than customer experience leaders, a Genesys survey finds.

By Michael Brady • March 27, 2025

Explore the Trendline➔

Self service

In this Trendline, CX Dive explores self-service technologies and strategies to improve customer experience.

By CX Dive staff

Why Shake Shack’s parent company ties employee experience to CX

Employees won’t offer customers consistently good experiences unless they like their job and coworkers, according to Shake Shack founder Danny Meyer.

By Bryan Wassel • March 25, 2025

Most consumers care more about human connection than speed, survey finds

As more businesses deploy self-service options, it’s critical for businesses to offer customers the ability to talk to a human, Five9 finds.

By Michael Brady • March 25, 2025

Sam’s Club and Chime put people first in their AI implementations

The companies are balancing automation and the human touch, and they offered insight into how this plays out at the Qualtrics X4 conference.

By Bryan Wassel • March 21, 2025

Unlocking agent potential: Elevate customer experience with Sanas

For decades, call centers have trained agents to neutralize their accents, forcing them to change how they speak just to be understood.

By Anindya Ghosh • March 17, 2025

Brian Niccol’s 6-month update on Starbucks turnaround plan

The coffee chain’s CEO said investments in store experience are ramping up, but union members say the brand isn’t spending enough on hourly workers.

By Aneurin Canham-Clyne • March 13, 2025

Gross bathroom? It can cost your customer experience

Dirty restrooms, out-of-stock paper towels, and stalls with gaps can flush away an otherwise positive customer experience and send sales down the toilet.

By Kristen Doerer • March 10, 2025

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 Bryan Wassel • March 7, 2025

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

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 Kristen Doerer • March 5, 2025

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

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

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 Bryan Wassel • Feb. 27, 2025

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 Kristen Doerer • Feb. 12, 2025

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 Kristen Doerer • Feb. 6, 2025

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

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 Bryan Wassel • Updated Jan. 22, 2025

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

AT&T aims to draw customers with service guarantee

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

By Bryan Wassel • Jan. 9, 2025

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 Kristen Doerer • Jan. 8, 2025

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 Kristen Doerer • Dec. 18, 2024

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 Bryan Wassel • Dec. 17, 2024

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 Kristen Doerer • Dec. 13, 2024

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