CX Insights
Burger King president opens his phone to customer feedback
(Do they call him the Burger President? They should…)
Tom Curtis, the President of Burger King, is sharing his (work) phone number and taking customer feedback for at least four hours a day, with calls recorded for two weeks for marketing content generation.
He makes the point that while execs do store visits to learn how the front lines are going, they can’t visit a brand’s thousands of stores in a year, and an approach like this has no limits on geography.
If you’ve visited a Burger King restaurant yourself lately, drop him a line: (305) 874-0520.
Canada Goose investigating data leak
Canada Goose is investigating a claimed breach affecting 600,000+ customers, potentially tied to a third-party payment processor. Exposed data includes contact details, order history, and partial card information.
Even without full financial data, such leaks fuel targeted phishing and erode trust. Clear communication and proactive support are critical to protecting customer loyalty.
Used car disputes up 14% in the UK, service is a big factor
Used car disputes are up 14% in the UK. The largest driver of complaints was the level of customer service from dealers, making up 40% of all disputes. Drivers noted cars were being sold with undeclared modifications and histories, but consumers also did not receive responses when contacting dealerships.
In this day and age, there’s no reason customer inquiries should go unanswered - and especially not for purchases as large as vehicles.
North Carolina DMV expands kiosks
North Carolina is expanding its DMV kiosks, launching within three different grocery store brands, so drivers can tackle routine things like renewals. Consumers are busy and being able to batch errands is a win - and it saves time for everyone at the DMV offices as well.
The most striking thing is that building trust is built right in. The representative shares that the kiosk will tell drivers if they are eligible to use it. This is key for getting people to adopt new technology, especially for sensitive or critical matters like complying with traffic laws.
Tune In
Customer experience has evolved into one of the most strategically important functions in business, where time and intelligence now define every interaction.
Join us March 10th at 1:00 pm EST for a live virtual event exploring the AI inflection point for customer experience, including a first look at something new from Kustomer that helps teams introduce intelligence into CX without disrupting the systems they already rely on.
Hear from executive leaders, including Kustomer CEO, Brad Birnbaum, and see a live demo where we'll cover how AI can reduce cognitive load, eliminate lag, and help CX teams move faster and more safely, right where work happens today.
In this session, you'll learn:
- Why CX has become a time and cognitive-load problem, and why legacy approaches are breaking down
- What's changed in AI adoption that makes progress possible now
- What to look for in next-generation CX AI
If you're responsible for providing better customer experiences, modernizing CX, supporting agents at scale, or navigating AI adoption without disruption, this is one announcement you won't want to miss!
AI Headlines
The CEO of Airbnb reports that AI handles about a third of customer support tickets for North American customers. Airbnb has also rolled out AI search to a small percentage of traffic as an experiment.
For success in AI, avoid the ‘efficiency trap’— and focus on trust instead. Consumers will use it, but don’t yet fully trust it.
QuadSci, a predictive AI customer intelligence tool, raised an $8 million Series A round. Its goal is to identify signals that can help predict churn and expansions up to 18 months in advance.
The FTC probes Microsoft monopoly. The FTC has sent civil investigative demands to Microsoft competitors asking about whether Microsoft’s bundling of its AI software Copilot with other products has impacted their businesses.
