Top 5 Customer Service & CX Articles for Week of December 8, 2025

Every week, I read dozens of articles on customer service and customer experience from a wide range of sources. Below are my top five picks from last week, along with my takeaways. I’d love to hear your thoughts as well.

How Heather Garboden Is Redefining the Customer Experience at American Airlines by Cindy Barth

(The Business Journals) When American Airlines set out to redefine what it means to put customers at the center of its business, it turned to a leader who has spent her entire career understanding every corner of the airline industry.

My Comment: We open this week’s Top Five with an article featuring the wisdom of Heather Garboden, the SVP and Chief Customer Officer at American Airlines. There’s much we can learn from a company in the hospitality/travel industry. Garboden says, “Travel is never only about the destination.” This way of thinking applies to every type of business.

Taylor Farms Brand Review: Leading the Convenience Revolution for Modern Consumers by Business NewsWire

(Big News Network) As consumer habits shift and people look for healthier ways to manage packed schedules, Taylor Farms has emerged as one of the most trusted names in fresh, ready-to-enjoy meals and vegetables. The company’s products, especially its popular chopped salad kits and prepared vegetable blends, have become dependable staples for families, professionals, and wellness-focused shoppers who want quick solutions without lowering their nutritional standards. In a market where time is limited but expectations for quality keep rising, Taylor Farms has positioned itself as a brand that brings both convenience and reliability to the table.

My Comment: Creating a convenient experience is important. My annual CX research finds 91% of customers feel convenience is important, and 73% are willing to pay more. I even wrote a book on the topic, The Convenience Revolution, about many ways to create a convenient experience. The two ways to create convenience are through the experience or how it’s baked into the products a company sells. This article looks at how Taylor Farms, a trusted name in prepared meals and vegetables, builds convenience into its strategy by understanding what its customers want.

Consumers Can’t Tell the Difference between Humans and AI by Michael Brady

(CX Dive) Businesses are using AI agents to improve efficiency, scale their operations and lower support costs. But it often comes at the expense of human connection, with negative downstream consequences.

My Comment: Here is a fascinating article about customers not knowing the difference between human interaction and AI-fueled chatbots and voice conversations that feel real. Smart companies are transparent and give the customer the option to connect with a human. In the meantime, let AI do its thing and do its best to solve problems and answer questions. But one thing AI can’t deliver is authenticity. It might say nice things, but in the end, it’s still a machine.

White-Glove-for-All Is the Future of Customer Care by Phillip Britt

(Destination CRM) Unlike just a few years ago, even occasional or first-time customers today expect white-glove treatment from companies in return for spending their hard-earned dollars with them. And they will quickly take their business to a competitor if a company doesn’t provide the level of service that they expect.

My Comment: Can every customer enjoy a “white-glove” customer experience? According to this author, the answer is yes. It’s not about expensive or luxury items. First, customers are expecting a better experience today than yesterday, and their expectations are ever-increasing. Second, the combination of old-fashioned service and AI can make every customer feel recognized and appreciated.

Hilton’s CEO Says Problem-Solving — Not Perfect Service — Keeps Guests Coming Back by Aditi Bharade

(Business Insider) Hilton’s CEO said there’s one surefire way to build loyalty with a customer. Nassetta said that customers who don’t face any problems with the service don’t think much about it. The executive said that solving problems for customers is more effective than “begging forgiveness” and rewarding “a million honor points.”

My Comment: We started our Top Five roundup with an article from the hospitality/travel world featuring American Airlines’ Chief Customer Officer. We’ll wrap it up with an article with insights from Christopher Nassetta, the CEO of Hilton. The article’s main theme is simple. Everything goes well, and then there’s a problem. That’s the Moment of Truth. How that problem is handled determines if the customer comes back.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.