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CX News
Industry news filtered for what actually matters in customer experience, behavioral science and the business of serving people — rewritten, synthesised, and free of the noise.
Customer Service
AT&T Post-Call Summary: Written Records Sent After Support Calls
AT&T now sends customers a written summary after support calls, capturing commitments and next steps — directly addressing the trust gap between what was promised and what was delivered.
3 Aug 2026 · 2 min read · 2 sources
AI
Verizon Bets on CX Investment to Reduce Subscriber Churn
Verizon is repositioning customer experience as its primary churn-reduction tool, prioritising service quality over promotional pricing to raise psychological switching costs.
3 Aug 2026 · 2 min read
Retail
Gap Inc. Employee Creator Programme: CX and Workforce Identity
Gap Inc. has opened its paid creator programme to all staff levels, turning frontline workers into brand advocates and reshaping the link between employee experience and customer perception.
3 Aug 2026 · 3 min read
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