Customer Service: Page 4
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Returns are the last, but not least, component of a holiday CX strategy
The last thing retailers should do is make gift recipients feel guilty for making a return — so make the process easy and convenient.
By Bryan Wassel • Dec. 14, 2023 -
Hyundai creates CX division, combining retail and after-sales
Michel Poirier will lead the division, which was created in an effort to streamline the automaker’s CX efforts.
By Kristen Doerer • Dec. 13, 2023 -
‘An easy fix’: IRS expands callback option
“We like to say, the era of listening to elevator music to get a hold of the IRS is over,” IRS Commissioner Daniel Werfel said.
By Kristen Doerer • Dec. 13, 2023 -
SmileDirectClub shuts down, leaving customers without support
The direct-to-consumer dental company closed its operations last week and canceled all pending orders.
By Dani James • Dec. 12, 2023 -
4 in 5 vets trust the VA. The secret lies in employee experience
The VA found that where employees felt more engaged, patients tended to report that their healthcare provider was attentive to their needs.
By Kristen Doerer • Dec. 12, 2023 -
Confusing digital claims processes are frustrating auto insurance customers
Longer claim cycles are making it more challenging to maintain quality customer experience, and inadequate digital tools aren't helping, J.D. Power found.
By Bryan Wassel • Dec. 11, 2023 -
Dollar General boosts front-end staff to improve shopping experience
The retailer plans to shift about $50 million in labor hours toward stores to increase the availability of workers to meet, greet and ring up customers.
By Bryan Wassel • Dec. 8, 2023 -
Most leaders think they offer great experiences, but customers beg to differ
Executives believe they have mastered CX, but the gap between their perception and how consumers feel is wide.
By Kristen Doerer • Dec. 8, 2023 -
Zoom unveils AI assistance, tiered contact center pricing plans
“We have invested heavily in our Customer Experience suite to create a robust, enterprise-grade feature set,” Vi Chau, head of product, Zoom Phone and Contact Center, said.
By Bryan Wassel • Dec. 7, 2023 -
Q&A
Why Domino’s is awarding half a million dollars in snow plowing grants
Chief Brand Officer Kate Trumbull explained how the chain’s latest effort shows off an "experienced by few, seen by many" ethos.
By Chris Kelly • Dec. 6, 2023 -
‘Click to cancel’ proposed rule gets January FTC hearing
The Federal Trade Commission seeks to crack down on automatically renewing subscriptions, a practice it says takes advantage of consumers.
By James Pothen • Dec. 5, 2023 -
Ulta Beauty workers maintain CX despite rising security precautions
Increased staffing will enable stronger theft prevention without slowing customer checkouts during the holiday rush.
By Bryan Wassel • Dec. 5, 2023 -
Staples’ deliveries, customer service hit by cyberattack
The office supply retailer expects to fully catch up on back orders after online processing and deliveries were briefly disrupted.
By David Jones • Dec. 1, 2023 -
Amazon connects generative AI to the contact center
By using Q, the AWS generative AI enterprise chatbot, call agents can address customer needs without help from supervisors, the company said.
By Kristen Doerer • Nov. 30, 2023 -
Holiday CX quality dips when the last mile is forgotten
Looming parties and gift-giving occasions make holiday deliveries sensitive, but open communications can ease consumers’ concerns.
By Bryan Wassel • Nov. 29, 2023 -
Airline CX fared ‘exceptionally well’ during Thanksgiving rush
Despite fears of repeating the high-profile mishaps of last year, planes largely left on time and cancellations were kept to a minimum.
By Kristen Doerer • Nov. 28, 2023 -
IT customer service transitions make or break CX
If an agent isn’t caught up on the end user’s case when they arrive in the queue, the person having an issue repeats everything from the self-service channel resulting in a poor customer experience.
By Lindsey Wilkinson • Nov. 27, 2023 -
Zoom pushes contact center solutions as next growth vector
Products to empower live agents and offer self-service customer assistance are Zoom’s focus as it pursues fresh avenues for growth.
By Bryan Wassel • Nov. 22, 2023 -
5 experts on how airlines can maintain good CX during the Thanksgiving rush
Carriers that failed to get a handle on predictable disruptions last year don’t have the luxury of failing customers again this year.
By Kristen Doerer • Updated Nov. 27, 2023 -
Consumers’ top online shopping pet peeves
Slow website loading times are the biggest drain, Contentsquare found, followed by excessive pop-ups and unavailable items.
By Kristen Doerer • Nov. 21, 2023 -
What’s top of mind for NY’s first CXO
Tonya Webster spoke with Qcmpt about her priorities as NY’s first CXO, detailing how she plans to navigate government intricacies to improve New Yorkers' experience.
By Kristen Doerer • Nov. 20, 2023 -
Simon introduces AI-driven holiday shopping tool
The HolidAI Gift Finder experience will roll out at two properties — one in New York and another in California — this season.
By Tatiana Walk-Morris • Nov. 17, 2023 -
The top customer experience conferences to attend in 2024
Some of these events cover the whole of the CX industry, others look at its intersection with digital transformation and employee experience. All have something to offer a CX leader.
By Kristen Doerer , Bryan Wassel • Nov. 17, 2023 -
On Black Friday, experiential retail takes a backseat to efficiency
Shoppers braving the crowds aren’t looking for a personal assistant — they know what they want, and they want it fast.
By Bryan Wassel • Nov. 16, 2023 -
LA Metro tries to woo riders with CX improvements
Mass transit ridership took a hit in the pandemic. Now, the agency is rolling out the red carpet to bring riders back.
By Kristen Doerer • Nov. 15, 2023