Customer Service
Excellent customer service goes beyond resolving issues promptly; it involves creating positive interactions that leave customers satisfied and loyal to the brand. Businesses that prioritize exceptional customer service often see higher customer retention rates, increased customer satisfaction levels, and positive word-of-mouth referrals.
In today's digital age, customer service plays a vital role in shaping overall customer experience and influencing purchase decisions. With customers increasingly relying on online channels for shopping and support, businesses must adapt by offering seamless and efficient customer service experiences.
Check out the insights, interviews and analysis on the skills and technologies that underpin great customer service below and catch up with our ultimate guides to customer service here: The customer service guide, The self-service guide, The contact center guide and The omnichannel guide.
Have your say on the Global State of CX in 2025
October 17 by CX Network
Share your experiences with CX Network and help our wider community understand what's happening and what the future of CX is likely to hold
The customer service guide
September 14 by CX Network
Everything you need to know about delivering exceptional customer service
The self-service guide
September 01 by CX Network
Discover how self-service options drive customer satisfaction and business efficiency
Will AI replace most customer service teams by 2034?
September 27 by Nick Glimsdahl
As AI plays a greater role in customer service, Nick Glimsdahl shares 7 steps to help service leaders prepare for an uncertain future
Shifting the service strategy in healthcare with conversational AI
August 23 by Jennifer Olson-Wilk
Align Technology's chief customer officer explains how to engage patients with conversational AI
US government moves to enhance customer experience and build trust
August 22 by Leila Hawkins
US government launches initiative to streamline customer service across industries
Customer Service Benchmark Report
April 16 by Freshworks CX solutions
Compare your support team with the customer service standards offered by your competitors
Measuring true VOC: Real-time insights powered by AI
February 22 by CX Network
Watch this session to learn how AI can revolutionize your approach to customer insights in the contact center,
Customer service insights in the generative AI era
February 13 by CX Network
Discover how to deliver on customer expectations for easy, fast and knowledgeable service
Transforming digital help centers to offer personalized support
January 25 by CX Network
Watch this video to learn about how Frontpoint Security is using AI-powered customer support tools
Why putting employees first leads to a profitable customer experience
August 25 by Michelle Martinez
Michelle Martinez, former head of CX at Wayfair on how great employee experiences lead to business growth
Exploring the possibilities of generative AI in customer experience
August 07 by Andrew Carothers
From content creation to predictive CX, Cisco’s Andrew Carothers explains how generative AI is taking CX by storm
