CX Insights
Bad CX comes at a cost
Some call this justice: The New York State Electric & Gas Corporation (NYSEG) faces an $11.2m penalty for failing to meet customer service stands in 2024 - and that’s double the penalty it faced in 2023 for its failure then.
We all know some companies will cut corners on CX, but this shows that often in the long run, it’s less expensive to just deliver sufficient service.
Customer service impersonation scams on the rise
There have been multiple news stories around about the rise of customer service impersonation scams:
- Amazon reported a 33% rise in customer service impersonation scam since December 2024
- A Kentucky woman was scammed after looking for Facebook customer support
- A New Jersey woman was scammed after looking for Walmart customer support
Many of these stem from purchases made from third-party marketplaces - something to be mindful of if you sell your products on these platforms.
Your brand may not be the one harming the customer, but if a consumer has a bad experience with your product or service and needs customer support and finds themself scammed, they’ll likely drop off of your product or service and warn others.
Make sure your support is easy to access - omnichannel is the way to go.
Red Lobster CEO: “Service is what you do, hospitality is how you make them feel”
The CEO of Red Lobster is bringing the chain back by going back to what made it successful in the first place: “incredible food, great service and hospitality, and an amazing ambience.” The plan to execute on this? Testing after listening to what customers have to say.
It’s a big challenge for the 36-year-old executive, but they might follow in the footsteps of other fast-casual restaurants like Chilis that have come back stronger after modernizing.
Do more with less
CX leaders are feeling the squeeze to get the most out of their teams. The ones who are crushing this are getting creative with how they’re flexing their resources.
We spoke with lots of CX experts at our CX Summit. Now, we’ve consolidated their ideas on how you can be more efficient with the tools and team you already have.
Amex hints at Platinum Card upgrades
Amex’s new Platinum Card strategy proves that premium customer experiences win loyalty. By curating luxe, lifestyle-driven perks (from exclusive restaurant access to $240 in digital subscriptions and $300 in wellness credits) Amex is appealing to Millennials and Gen Z even with an almost $700 a year price point.
These younger, high-spending cardholders now make up 75% of new premium signups, fueling a 98% retention rate and surging revenue growth. They feel they’re getting sufficient value from the perks, and it’s a bit of a status symbol too.
CX leaders: it’s a reminder to know your audience. Many younger consumers will happily pay more for a higher level of service.
AI Headlines
- I’m an AI expert and if you're still missing calls, you’re already falling behind
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- AI Customer Support Startups Intercom, Kore.ai Discuss Multibillion-Dollar Valuations With Investors
Join Us in Austin
In Austin or have a colleague who is? Join us at Arlo Grey for CX Leaders Table, an intimate dinner gathering for senior customer experience leaders to connect, exchange ideas, and explore the evolving CX landscape.
Thursday June 26, 6:30 PM CT
RSVP here!
