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Looks matter in CX (and the data proves it)

Covering news that attractiveness provides advantages in customer service, Verizon's FCR project, Klarna's AI voice bot, and more..

Hope Dorman

Jun 26, 2025

4 min read

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CX Insights

Research finds 'attractiveness advantage' in customer experience

Looks matter: A new study reveals that physical attractiveness significantly influences customer perceptions of service—often subconsciously. Attractive employees are more likely to be viewed as likeable, competent, and trustworthy, especially men. But the impact isn’t always positive; beauty bias can distort evaluations, particularly in customer service failures.

The study also explores how AI could reduce appearance-based discrimination by focusing on objective performance, sparking critical conversations about bias in hiring, evaluation, and workplace equity.

Verizon Project 624: FCR focus

Verizon has launched “Project 624,” a bold new initiative aiming to resolve all customer issues in a single interaction. The strategy includes a dedicated Customer Champion team, expanded store hours, and 24/7 live chat. AI plays a key role: Verizon’s Gemini-powered tools proactively address problems and personalize support.

The CEO said that 80% of customers currently get their questions resolved in one call, 15% require a second, and 5% get caught in a doom loop. Focusing on the 20% of less-satisfied customers could help with retention and loyalty in a time where consumers are attached to their mobile devices.

Klarna CEO Clones Voice for Customer Service Hotline

Sorry if you’re tired of me covering Klarna again and again, but they just won’t stop making the news! Their latest AI-powered CX news: Sebastian Siemiatkowski has cloned his voice for their customer service hotline. Right now, it’s not directly connected to their customer support. The CEO reports this will be a permanent addition. Anyone in the US can call 1-424-667-5385 to chat with the Klarna CEO bot.

I gave it a call. It started the conversation by asking for feedback with my latest experience with Klarna and some followup questions - I have never used Klarna so I made up some stuff and was impressed with

I asked it an intentionally irrelevant question which it deflected and steered the conversation back on track. But I stumped it when I asked “what’s the maximum account I can finance through Klarna?” - a genuine question since I don’t know it firsthand. It said something about not being able to give me an answer because it didn’t have that information and I would need to reach out to customer support. Not quite the best experience!

Try it out for yourself!

Social Security Administration removes customer service metrics

The Social Security Administration has removed key customer service metrics from its website, making it harder to track wait times, call volume, and service backlogs. Formerly available “live data” and historical stats are now replaced with limited automation and call-handling figures.

I reported on Social Security’s customer service improvements back in November. This move could set the organization backward, or indicate a new era in customer support where the metrics don’t align because we’re working in a totally new way with enhanced automation.

CX Quotation of the Week

“Consumers are savvy. The large majority of global adults have engaged in e-commerce on some level, whether it's Amazon, whether it's direct brands that they purchase from, whether it's retailers and marketers, whether it's groceries. And so I do think that there is a lot more understanding of the world of digital commerce and delivery. I think enough consumers have had varied interactions with brands and shipments that they understand that not everything's going to go perk at work every time. But they also have experienced enough brands that they've had good experiences and now expect the same level of transparency and problem solving and proactivity that they get from other brands as well.”

-David Morin, VP of Customer Strategy, Narvar