CSM Newsdesk

A global study of 20,000 utility customers across 20 countries by Homeserve reveals the latest challenges and opportunities for Utility Providers..

For Christmas, Burger King France decided to surprise their biggest Facebook fan by offering him the biggest gift ever..

More than 1,200 Arvato customer service representatives share tips, insights to help customers when reaching out to contact centers..

Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards..

Allianz Global Assistance USA has been named a winner in the sixth annual Customer Experience Excellence Awards. The annual awards program, managed by Temkin Group, recognizes companies that are being innovative in their efforts to become more customer-centric. Allianz Global Assistance was recognized for its innovative program to map and review its customers’ journey with … Read more

A new, national study commissioned by WP Engine and conducted by the Centre for Generational Kinetics explores the mindset, preferences, and expectations of Generation Z, Millennials, Generation X and Baby Boomers for their current and future digital experiences. “The Future of Digital Experiences” study, which surveyed 1,005 people in the EU ages 14 – 59, … Read more

The largest global customer contact series is coming to Glasgow!

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!