CSM Newsdesk

Online retailers are definitely getting it right in the UK according to the latest consumer research from global customer experience expert, Webhelp..

The brand new report THE FUTURE OF CUSTOMER CONTACT REPORT: Automation, Self-Service & the New Agent has been just released by the editorial team at the Executive Customer Contact Exchange, BFSI featuring interviews and articles from leaders that are facing customer service challenges such as: Chief Executive Office, Atom Bank Head of Operations , AXA … Read more

Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West. Drawing on qualitative … Read more

We all know how kids love Lego and 7-year-old Luka is no exception. In fact Luka loves LEGO so much he spent all of his Christmas money on the new Ninjago Ultrasonic Raider set. Imagine his dismay when he lost one of his favorite Raiders, Jay ZX at the grocery store—especially after not listening to … Read more

Outsource Consultants, a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Dave LaBatt has over 20 years of BPO and call center outsourcing experience and has sold and managed accounts with leading Fortune 500 and mid-sized companies in addition to … Read more

New study examines increasing business value from evolving customer touchpoints. Field Services USA have released their findings from its new report titled “Benchmarking Performance Marketing Adoption within Financial Services Strategies”. As of 2016, field services companies of all sizes are prepared to adopt cutting-edge technologies that increase efficiency, drive product development, and reduce costs associated … Read more

Indian Bank HDFC has launched an artificial intelligence-driven chatbot for customer service called Eva. Eva can answer millions of customer service questions over multiple channels and is thought to be India’s first AI chatbot for the banking industry. The chatbot Analyzes and learns from thousands of sources and is able to provide simple answers on … Read more

For the Co-op Membership team, one award simply isn’t enough! This recognised and high performing call centre team are reaching for the stars with the Buzz resilience training they have completed..

The latest results of the Net Happiness Score survey of the MSPA (Mystery Shopping Providers Association) Europe of 43,775 stores show a decline in the quality of employee engagement, with an average score of 31%, compared to 34% last quarter..

Bright report reveals how UK industries perform when it comes to customer service..

CX network in partnership with Telecoms IQ are extremely excited to announce that the agenda for CEM in Telecoms Global Summit 2017 is now available to download!

After more than a decade as the USA’s leading customer service and contact event, CCW (Customer Contact Week) is coming to Europe in 2017 for the first time ever. Now Europe will be able to experience CCW, the main destination where customer care, service and experience professionals unite to learn, be inspired and make long … Read more

Agilisys has released the findings of its first UK Contact Centre Quality Monitoring Survey, a study into how organisations approach quality monitoring and the tools and technologies they use to measure customer experience..

What is Field Service USA? Innovation. Progression. That’s Field Service. Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI..

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study..

Poor customer experience is costing UK brands at least £234 billion a year, as customers abandon online purchases in frustration and take their business elsewhere, according to new research from cloud-based contact centre solution provider Magnetic North..

According to a new report, the practice of Revenue Lifecycle Management—a prescriptive, systemic approach to maximizing revenue throughout the lifetime of the customer relationship—correlates directly with positive measures of corporate performance such as greater overall revenue growth, revenue expansion from existing customers and higher customer renewal rates..

Retailers that are failing to prioritize the importance of the customer journey in their quest to build consumer loyalty risk giving their competitors an advantage..