The latest news for the customer service industry. CSM brings you industry news, views and opinion that keeps you up to date in the world of customer service management and experience..
VisitorsCoverage, the global travel insurance marketplace and a pioneer in insurtech, has been honored with a Bronze Stevie Award for Customer Service Team of the Year at the 2025 American Business Awards..
Swedish fintech giant Klarna is in the news once again. Here, we attempt to unravel the controversial ‘Rehiring Humans’ headlines. Earlier news reports claimed the company embraced AI, then didn’t, but now does (!)
Seven-Eleven Japan is taking a significant leap into the future of retail by testing autonomous robot deliveries on public roads. This innovative initiative aims to address the growing need for efficient deliveries..
35% of UK consumers have utilized AI for shopping, marking a 39% increase from the previous year. That’s according to a survey conducted by Censuswide which involved 2,000 UK adults, providing customer insights..
DoorDash and Wing are taking food delivery to new heights in Charlotte, North Carolina. The two industry leaders have partnered to launch a drone delivery service, allowing customers to enjoy fast deliveries..
Wolters Kluwer Health has received the 2024 NorthFace ScoreBoard Service Award for exceptional customer support through its Ovid and Lippincott customer service organizations. This marks the 14th consecutive year..
Walmart is gearing up for a revolution in how people shop, focusing on making its products attractive not just to humans, but also to AI shopping agents. These AI bots can perform tasks without human intervention..
Twilio has unveiled its next-generation customer engagement platform at the SIGNAL 2025 conference in San Francisco, designed for the AI- and data-powered world..
Managing restrooms in high-traffic venues has traditionally been a logistical juggling act. Restroom congestion, delayed cleaning and hygiene challenges all disrupt the overall customer experience..
Grenada’s iconic Resort has once again demonstrated why it is a beacon of luxury and hospitality in the Caribbean. The resort has been awarded the British Airways Holidays Customer Excellence Award..
With rapid growth comes growing pains, and fresh data from the Financial Ombudsman Service (FOS) suggests some of the fintech giants are also leading in a less favorable area – customer complaints..
Last year, Target rolled out its new Express Self-Checkout lanes across nearly 2,000 stores with the goal of making the checkout process faster and more convenient. The results are in..
Regardless of the application, customers’ satisfaction doesn’t just rely on raw speed or bandwidth anymore. It extends to the Quality of Experience (QoE) provided by their Broadband Service Provider (BSP)..
New AI-driven research has uncovered a critical ‘emotional experience gap’ at America’s busiest airports, putting $695 million in annual revenue at risk due to poor passenger experiences..
On May 28, 2025, the Oman CX Forum, hosted at the prestigious St. Regis Al Mouj Muscat Resort, will act as the hub for innovation, collaboration, and recognition in customer experience strategies..
The skies are friendlier than ever according to the latest customer satisfaction ratings. The J.D. Power 2025 Airline Satisfaction Study reveals the leaders of the pack are JetBlue, Delta Air Lines and Southwest Airlines..
The Talk Awards honor businesses across the United States for their commitment to customer satisfaction. Here we celebrate three businesses that have achieved consistent excellence for an impressive 16 years..
When most people think of countries with exceptional customer service, a few traditional names may come to mind—but Armenia is quickly proving it deserves its place on this list..
The future of customer service is here, and it’s equipped with cutting-edge AI and groundbreaking humanoid robotics. Realbotix will showcase an AI-powered customer service robot at the Tix4 booth, Las Vegas..