CSM Newsdesk

Clutch have surveyed 501 people who called a business more than three times in the past six months to learn what they expect from telephone customer service..

LiveChat has published the results of their fourth annual Customer Service Report..

For the second year running, PCI Pal, the specialist provider of secure payment solutions for contact centres, has been presented with an award at the PCI 2019 Awards for Excellence..

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. The insights were discovered at an intensive five-day sprint during this summer’s NWG Innovation Festival, where design sprint members established that companies needto create a deeper connection based on shared values … Read more

TEN DIGIT’s DC BRIDGE® customers will be authenticated by keystroke, facial liveness, and voice biometrics, offering seamless user experience across the customer communication lifecycle..

New research has shed fresh light onto the way customers prefer to receive correspondence from their suppliers..

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