Kustomer
@kustomercx.bsky.social
Customer service starts at hello, not help
www.kustomer.com
www.kustomer.com
Reposted by Kustomer
There's no need to be rude to customer service workers
December 11, 2025 at 11:03 PM
There's no need to be rude to customer service workers
USA Today has named the companies with best customer service for 2026, gathering insights from 32,000 consumers and 3.1 million customer reviews. Is your favorite company on the list?
Which companies have the best customer service? Chewy, Aldi at the top
A study by USA TODAY and Plant-A Insights analyzed which companies offer the best customer service for 2026.
www.usatoday.com
December 12, 2025 at 3:21 PM
USA Today has named the companies with best customer service for 2026, gathering insights from 32,000 consumers and 3.1 million customer reviews. Is your favorite company on the list?
Happy Cyber Monday to all the frontline customer service workers out there. You've got this!
December 1, 2025 at 2:32 PM
Happy Cyber Monday to all the frontline customer service workers out there. You've got this!
The 2026 Qualtrics CX Trends Report shows AI customer support is falling short. Survey fatigue is rising, customers are prioritizing value over price, and trust in data use is shaky. The head of thought leadership at Qualtrics says this is from brands using AI to cut costs, and customers can tell.
Qualtrics: Use AI to empower human CX agents
Covering Qualtrics' 2026 CX Trends Report, Amazon's $50B investment in AI, the USPS's customer experience pilot program, and more.
www.kustomer.com
November 25, 2025 at 10:11 PM
The 2026 Qualtrics CX Trends Report shows AI customer support is falling short. Survey fatigue is rising, customers are prioritizing value over price, and trust in data use is shaky. The head of thought leadership at Qualtrics says this is from brands using AI to cut costs, and customers can tell.
A study of over 4,000 U.S. and Canadian consumers found an all-time-high for customer dissatisfaction: 71% of consumers feel most companies need to improve their customer service - double the rate from 2019.
Consumer perception of CX at a new low
Covering new lows in consumer perception of customer experience and dissatisfaction stemming from a lack of empathetic service.
www.kustomer.com
November 19, 2025 at 8:44 PM
A study of over 4,000 U.S. and Canadian consumers found an all-time-high for customer dissatisfaction: 71% of consumers feel most companies need to improve their customer service - double the rate from 2019.
Reposted by Kustomer
it’s that time of year again so here is your reminder to NOT take your holiday frustration out on customer service workers. be kind to them, they do not control sales or stock they are just trying to do their job. RESPECT CUSTOMER SERVICE WORKERS
November 18, 2025 at 12:04 AM
it’s that time of year again so here is your reminder to NOT take your holiday frustration out on customer service workers. be kind to them, they do not control sales or stock they are just trying to do their job. RESPECT CUSTOMER SERVICE WORKERS
Academic researchers studied the impacts of humans witnessing other humans mistreat robot workers, finding that some have real human empathy for these machines.
If your brand uses robots in any customer-facing fashion, go ahead and stick those googly eyes on them to anthropomorphize them.
If your brand uses robots in any customer-facing fashion, go ahead and stick those googly eyes on them to anthropomorphize them.
Customer Reactions to Robot Mistreatment Could Redefine Service Culture
Research shows the impact of robots on customer service and how they influence human interactions with service staff.
www.cxtoday.com
November 13, 2025 at 2:29 PM
Academic researchers studied the impacts of humans witnessing other humans mistreat robot workers, finding that some have real human empathy for these machines.
If your brand uses robots in any customer-facing fashion, go ahead and stick those googly eyes on them to anthropomorphize them.
If your brand uses robots in any customer-facing fashion, go ahead and stick those googly eyes on them to anthropomorphize them.
Target launches new friendliness initiative for store associates.
What do you think? Will this improve the customer experience, or does it seem forced or inauthentic?
www.thestreet.com/retail/targe...
What do you think? Will this improve the customer experience, or does it seem forced or inauthentic?
www.thestreet.com/retail/targe...
Target makes weird new rule to win back customers
Target is making a policy change as sales slump, but will it really bring customers back into stores?
www.thestreet.com
November 12, 2025 at 4:07 PM
Target launches new friendliness initiative for store associates.
What do you think? Will this improve the customer experience, or does it seem forced or inauthentic?
www.thestreet.com/retail/targe...
What do you think? Will this improve the customer experience, or does it seem forced or inauthentic?
www.thestreet.com/retail/targe...
Will businesses get lost in AI translation? AI can help make customer support information available in multiple languages, but still struggles with nuances in language - which can lead to negative impacts on customers.
Will businesses get lost in AI translation?
Multilingual AI tools can now pick up the phone to customers – but the jury is out on whether they will and should replace humans
www.itpro.com
November 7, 2025 at 6:44 PM
Will businesses get lost in AI translation? AI can help make customer support information available in multiple languages, but still struggles with nuances in language - which can lead to negative impacts on customers.
Salesforce has only converted 12,000 of its 150,000 customers to Agentforce. Customer service tools are finding the balance of which AI features are behind the paywall vs. included in the base platform and existing tools:
www.cxtoday.com/crm/free-age...
www.cxtoday.com/crm/free-age...
Free Agents: How Slow AI Adoption Is Pushing Vendors to Drop the Paywall
CX Today covers CRM & Customer Data Management news including AI Agents, Artificial Intelligence and more.
www.cxtoday.com
October 27, 2025 at 9:05 PM
Salesforce has only converted 12,000 of its 150,000 customers to Agentforce. Customer service tools are finding the balance of which AI features are behind the paywall vs. included in the base platform and existing tools:
www.cxtoday.com/crm/free-age...
www.cxtoday.com/crm/free-age...
Gen Z is twice as likely as baby boomers to provide feedback on companies to third-party review sites or on social media, and nearly three-quarters of Gen Z consumers have shared their experiences on third-party review sites: www.customerexperiencedive.com/news/gen-z-t...
Gen Z turns to third-party sites to share their gripes, or praise, of companies
Even if consumers do share their feedback, younger generations are skeptical businesses will actually use it, a Medallia survey found.
www.customerexperiencedive.com
October 22, 2025 at 4:05 PM
Gen Z is twice as likely as baby boomers to provide feedback on companies to third-party review sites or on social media, and nearly three-quarters of Gen Z consumers have shared their experiences on third-party review sites: www.customerexperiencedive.com/news/gen-z-t...
Reposted by Kustomer
Chick-fil-A was rated by Newsweek and Statista as having the best fast-food customer service in America.
October 15, 2025 at 5:30 PM
Chick-fil-A was rated by Newsweek and Statista as having the best fast-food customer service in America.
Ricoh finds that the majority of consumers report that brands relying on mostly human support will be the most trusted, and 85% of consumers are more likely to remain loyal to companies prioritizing “genuine human service” - but Millennials are the most open a blend of human and AI customer service.
assets.ricoh-usa.com
October 15, 2025 at 6:46 PM
Ricoh finds that the majority of consumers report that brands relying on mostly human support will be the most trusted, and 85% of consumers are more likely to remain loyal to companies prioritizing “genuine human service” - but Millennials are the most open a blend of human and AI customer service.
2/3 of consumers have abandoned a digital task because the process was too annoying.
Why? Well, just one-third of respondents report that digital self-service instructions clear. Plus, 84% reported they’ve re-entered information that a company should already have. #customersupport #customerservice
Why? Well, just one-third of respondents report that digital self-service instructions clear. Plus, 84% reported they’ve re-entered information that a company should already have. #customersupport #customerservice
Consumers grow frustrated with unclear digital self service
Most consumers say they have abandoned a digital task because it was too annoying, Liferay found.
www.customerexperiencedive.com
October 7, 2025 at 8:26 PM
2/3 of consumers have abandoned a digital task because the process was too annoying.
Why? Well, just one-third of respondents report that digital self-service instructions clear. Plus, 84% reported they’ve re-entered information that a company should already have. #customersupport #customerservice
Why? Well, just one-third of respondents report that digital self-service instructions clear. Plus, 84% reported they’ve re-entered information that a company should already have. #customersupport #customerservice
The plans include:
- Giving state 6 months to implement a Customer Experience Improvement Plan
- State agencies filing quarterly reports
- Expanding the state’s online portal to state services, programs, and information
- Launching a hotline for residents to share experiences with state agencies
- Giving state 6 months to implement a Customer Experience Improvement Plan
- State agencies filing quarterly reports
- Expanding the state’s online portal to state services, programs, and information
- Launching a hotline for residents to share experiences with state agencies
WA governor counting on Jesse Jones to improve how the state serves residents • Washington State Standard
Washington Gov. Bob Ferguson wants former jounalist Jesse Jones to direct efforts to improve how the state serves the public.
washingtonstatestandard.com
September 15, 2025 at 5:35 PM
The plans include:
- Giving state 6 months to implement a Customer Experience Improvement Plan
- State agencies filing quarterly reports
- Expanding the state’s online portal to state services, programs, and information
- Launching a hotline for residents to share experiences with state agencies
- Giving state 6 months to implement a Customer Experience Improvement Plan
- State agencies filing quarterly reports
- Expanding the state’s online portal to state services, programs, and information
- Launching a hotline for residents to share experiences with state agencies
Starting in October, Amazon will offer French Sign Language (LSF) customer support, enabling an estimated 200,000 customers in France to connect via video interpreters with no additional software required. This is a win for making customer service more inclusive, accessible, and responsive.
Amazon is launching a customer service in French Sign Language (LSF)
This initiative improves the accessibility of Amazon services for the 200,000 people who use LSF in France.
www.aboutamazon.eu
September 12, 2025 at 5:18 PM
Starting in October, Amazon will offer French Sign Language (LSF) customer support, enabling an estimated 200,000 customers in France to connect via video interpreters with no additional software required. This is a win for making customer service more inclusive, accessible, and responsive.
Taco Bell’s experiment with AI order-taking shows how fragile customer trust can be. Glitches and trolling - from endless water requests to botched drink orders - left diners frustrated while human workers had to spend time fixing mistakes, prompting the chain to scale back automation.
Taco Bell Went All In on AI Ordering. Here's Why It Backed Off
Automating its drive-through windows and counters seemed like a slam dunk. Here are 5 things AI didn't provide.
www.inc.com
September 11, 2025 at 7:55 PM
Taco Bell’s experiment with AI order-taking shows how fragile customer trust can be. Glitches and trolling - from endless water requests to botched drink orders - left diners frustrated while human workers had to spend time fixing mistakes, prompting the chain to scale back automation.
Marc Benioff says he was able to reduce support headcount from 9,000 to 5,000 due to the rise of AI Agents. He says across 26 years there were 100 million leads that were never called back because they did not have enough people. AI Agents might be able to call leads back, but can they convert them?
Marc Benioff says Salesforce has cut 4,000 roles in support because of AI agents
AI agents have been a boost for productivity at Salesforce, Benioff said.
www.businessinsider.com
September 3, 2025 at 3:36 PM
Marc Benioff says he was able to reduce support headcount from 9,000 to 5,000 due to the rise of AI Agents. He says across 26 years there were 100 million leads that were never called back because they did not have enough people. AI Agents might be able to call leads back, but can they convert them?
The American Consumer Satisfaction index reports that consumer satisfaction continues to fall. While it’s far above where it stood at a low in 2022, the organization’s own headline is pretty dire, calling out that it's not a sign of a well-functioning economy: theacsi.org/the-acsi-dif...
August 13, 2025 at 1:32 PM
The American Consumer Satisfaction index reports that consumer satisfaction continues to fall. While it’s far above where it stood at a low in 2022, the organization’s own headline is pretty dire, calling out that it's not a sign of a well-functioning economy: theacsi.org/the-acsi-dif...
The Keep Call Centers in America Act aims to curb offshoring and automation in customer service by withholding federal benefits from companies with 50 or more employees that relocate call center jobs overseas. It's a bipartisan effort backed by the Communication Workers of America. Read more:
www.gallego.senate.gov
August 6, 2025 at 1:52 PM
The Keep Call Centers in America Act aims to curb offshoring and automation in customer service by withholding federal benefits from companies with 50 or more employees that relocate call center jobs overseas. It's a bipartisan effort backed by the Communication Workers of America. Read more:
Starbucks is launching Green Apron Service, an initiative to “return to what makes Starbucks special: human connection” but also has a focus on speedy service. Do you think these two goals are conflicting?
Starbucks Biggest Investment in Operating Standards and Customer Experience
Starting with the first phase in mid-August, Green Apron Service is launching across Starbucks company owned and operated coffeehouses nationwide.
about.starbucks.com
July 29, 2025 at 5:31 PM
Starbucks is launching Green Apron Service, an initiative to “return to what makes Starbucks special: human connection” but also has a focus on speedy service. Do you think these two goals are conflicting?
A new report studying customer care responses on social media has some intriguing findings about AI-powered support: 56% of consumers surveyed say they prefer a human for customer support issues, but 71% report that they were satisfied with customer support experiences that involved AI.
www.businesswire.com
July 23, 2025 at 4:57 PM
A new report studying customer care responses on social media has some intriguing findings about AI-powered support: 56% of consumers surveyed say they prefer a human for customer support issues, but 71% report that they were satisfied with customer support experiences that involved AI.
Dr. Christian Terwiesch, professor at the Wharton School, acknowledges the trade-offs in cost and quality of customer service. He says good customer support is “nothing you can do on an assembly line."
knowledge.wharton.upenn.edu/article/can-...
knowledge.wharton.upenn.edu/article/can-...
Can AI Fix What’s Wrong With Customer Service?
Wharton’s Christian Terwiesch talks about human versus AI-powered customer service and why there’s a trade-off between cost and quality.
knowledge.wharton.upenn.edu
July 18, 2025 at 8:15 PM
Dr. Christian Terwiesch, professor at the Wharton School, acknowledges the trade-offs in cost and quality of customer service. He says good customer support is “nothing you can do on an assembly line."
knowledge.wharton.upenn.edu/article/can-...
knowledge.wharton.upenn.edu/article/can-...
Reposted by Kustomer
Any time you call customer service, you're speaking with the person who could fix your problem, not the person who caused it. Act accordingly.
July 17, 2025 at 10:39 PM
Any time you call customer service, you're speaking with the person who could fix your problem, not the person who caused it. Act accordingly.
customer service frontliners of the world, unite
July 14, 2025 at 8:57 PM
customer service frontliners of the world, unite