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.
5 brands transforming CX and service with conversational AI
May 14 by Melanie Mingas
As more experiences start with conversations, CX Network looks at five brands driving innovation across CX and service
What you can learn from the best and worst customer service
February 19 by Joanna Clark-Simpson
Customer experience defines the success of your business. Yet online reviews confirm that many businesses are still making costly mistakes
When your customer is a machine: Rethinking service design for AI agents
January 26 by Sue Duris
The majority of organizations are not actively preparing for machine customers. But that could be a mistake. Sue Duris outlines six actions for all CX leaders
5 ways conversational AI will impact customer service in 2026
December 26 by Amelia Brand
Discover 5 ways conversational AI is transforming customer service in 2026!
What is the difference between customer service and customer experience?
July 18 by Amelia Brand
Learn about the differences between customer service and customer experience, including their roles in the customer journey and how they're evolving
3 Customer service trends to follow for better brand reputation
May 22 by Joanna Clark-Simpson
Gain insight about customer service trends to follow for better brand reputation and recognition
2025 Customer Service Transformation Toolkit
March 17 by CX Network
Essential tips on AI adoption to make the process less daunting
UnionBank’s omnichannel journey: Overcoming obstacles, delivering results
March 04 by Jerome Smail
Sam Tolentino explains how UnionBank of the Philippines embraced omnichannel service and delivered four key benefits to the organization and its customers
Leverage consumer trends to enhance customer service processes
February 24 by Joanna Clark-Simpson
Joanna Clark-Simpson shares 5 ways service can improve inline with consumer expectations
Have your say on the Global State of CX in 2025
November 25 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 self-service guide
October 01 by CX Network
Discover how self-service options drive customer satisfaction and business efficiency
The customer service guide
September 16 by CX Network
Everything you need to know about delivering exceptional customer service
