CX Dive

The company wants to offer customers a great experience, whether they want to quickly order from a machine or prefer ordering with an employee at the counter — a balancing that is vital to its long-term business success.

A majority of consumers will repeat themselves only once before abandoning an automated customer service attempt, a Parloa survey found.

Working with Qualtrics, the credit union found clear cases where synthetic data can deliver. But when it comes to emotions, human research wins out.

Consumers are frustrated by AI chatbots and search that fails to solve their questions. Those failures come with a cost.

The contact center is a powerful real-time listening system and one of an organization’s most important drivers of innovation and adaptation. Yet only a fraction of brands leverage its strategic value.

Leaders from Walmart and Fanatics discussed AI's role as one tool among many, tips for transparency, and when to look beyond customer-facing chatbots at CCW Las Vegas.

Customers’ direct and indirect experiences build 71% of brand equity, according to a JKR and Kantar report.

The regional bank is positioning a forthcoming personalized insights feature at the heart of its mobile app and deploying a mobile app-only strategy to better serve its younger customers.

“The future of service is less about us just being the answer department and more about us being the reasonable department,” United's Bryan Stoller said at CCW Las Vegas.

Even as comfort with AI grows, consumers still express a desire for control over the process and are more willing to collaborate with AI than completely hand over the reins.