Customer Matters Weekly
What happened in customer service this week, and what it means for you
The CX, customer service and contact centre stories worth knowing, from around the world.
Every Monday, in a five-minute read.
- AI and technology: what’s actually changing in the contact centre
- CX strategy: the trends and decisions worth your attention
- Regulation and complaints: what regulators are watching, and the penalties
- Fails and the lighter side: what went wrong, so you don’t repeat it
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Customers bring their own AI, and regulators raise the stakes
This week, customers started bringing their own AI to the conversation, and regulators kept raising the cost of getting service wrong. Here's what matters and what to do about it.
See what’s in this issueFree subscribers can read it now · open to everyone from Mon 9 Nov
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AI agents turn up on both sides of the counter
This week, AI agents turned up on both sides of the counter: companies plugging AI into their contact centres, and customers sending AI agents to shop for them. Meanwhile, Australia's financial complaints ombudsman reported its busiest year ever.
From the community
Seen something we should cover?
A news story, a LinkedIn post, a podcast, or a great (or terrible) service moment.
Send it in and we’ll consider it for next Monday’s issue.
- We read every suggestion, from members and subscribers alike
- If we use yours, we’ll credit you by name (only if you’re happy for us to)
- The best ones come with a line on why it matters to people in CX and contact centres
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