CSM Newsdesk

Eight-in-ten UK consumers (80%) plan to avoid stores on Black Friday this year, according to research by Genesys..

Axis Group, one of the UK’s fastest growing security, cleaning, front-of-house and support services organisations, hosted an Institute of Customer Service CEO breakfast briefing during October’s National Customer Service Week..

Recent research by YouGov for Pegasystems reveals some interesting insight into how businesses can drive consumer satisfaction through customer service..

Companies in Europe are enhancing always-on, omnichannel customer service as more and more consumers embrace AI-driven experiences..

In a recent interview with CX Network, Phil Lewis, Managing Director, Corporate Punk and Sherrie Simmons, COO, In STEPPS outlined the necessary steps that need to be taken to fully prepare an organisation for AI..

Global Field Service leaders meet to share service and support best practices this August 27th-29th at beautiful island resort in Florida..

Join Mary McCarthy, EMEA Customer Service Director at Microsoft and Philip Purdy, Head, Customer and Client Services Europe at Travelzoo as they deliver 45 minutes of customer service insights, Q&A and best practice..

Brands are failing to create the positive, emotive experiences that drive customer loyalty..

After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI®) 2018 Travel Report. Guest satisfaction with hotels remains steady at an ACSI score of … Read more

Jackson National Life Insurance Company has earned four awards from the Service Quality Measurement Group, Inc. for excellence in contact center service in 2017..

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries. Southwest has earned … Read more

Miller Homes is delighted to have achieved five stars for customer satisfaction in the Home Builders Federation (HBF) National New Home Customer Satisfaction Survey. This is the sixth time in seven years that the leading homebuilder has achieved five stars in the independent survey, which was launched by the HBF to provide a guide for … Read more

Customer service provider Arvato has announced survey findings from a group of 500 consumers and business leaders in the customer service space..

Regardless of the ongoing changes being made to the energy and utilities market in recent years, a key conundrum faced by the industry is that they are still one of the worst sectors when it comes to delivering exceptional customer experiences. Other industries have set the bar high in regards to customers’ expectations when it … Read more

For the first time in 14 years, the UK has topped the international Smile rankings scoring 94%..

Final mile is often the final straw for customer according to new research from eDelivery EXPO..

Client care, brand reputation and new technology have emerged as the top priorities for Legal Practices, in the third annual survey carried out by UK legal technology innovator Zylpha..

Latest research by Yonder Digital Group reveals 12 UK retailers that are offering the best customer service..

We have now entered the third phase of digital evolution, and it is changing the behaviour and expectations of customers, fast..