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..
Prism+ prioritizes personalized problem-solving and human interaction, exemplified by COO Joseph Tsao’s hands-on approach to addressing customer complaints by visiting their homes..
The Los Alamos Department of Public Utilities (DPU) received a Public Power Customer Satisfaction Award from the American Public Power Association (APPA) for outstanding service to Los Alamos County..
British heritage brand Denby Pottery has launched direct-to-consumer (DTC) ecommerce capabilities into 29 European markets, in partnership with ESW, ending years of post-Brexit trading challenges..
UK ecommerce retailers will widen their adoption of artificial intelligence (AI) to include solutions that improve and streamline post-purchase experience in 2025. This is according to research of more than 50 UK retailers..
Baydale Control Systems has taken control of its stock management using a BigChange 6-in-1 system. Specialising in electronic security and fire alarm systems, Baydale moved to the cloud-based solution..
Transcom, a leading global customer service provider, has partnered with Avaya, a global leader in enterprise CX, and Sabio Group to create an award-winning AI-powered, real-time translation solution..
Wordwatch is hosting a webinar on 20 November to discuss the critical findings from its latest whitepaper, The Cost of Doing Nothing: The Risks and Solutions for Compliance Archiving and Records..
Walmart is leveraging artificial intelligence (AI), generative AI (genAI), augmented reality (AR), and immersive commerce to create personalized interactions across its physical and digital platforms..
Teradata’s Vantage CX is purpose-built to enrich your customer interactions by harnessing the power of AI to efficiently handle customer complaints. Its unique feature is the customer complaint analyzer..
Today, World Mental Health Day, England’s leading first aid charity St John Ambulance is joining global calls for organisations to prioritize mental health first aid in the workplace..
Three businesses have been honored by The Talk Awards for their exceptional customer service and satisfaction. The awards are focused on customer satisfaction ratings and aim to provide consumers with a fair overview..
Britam initiated Customer Service Week with a focus on the pivotal role of customer service in their business success. The week-long celebration, themed Above and Beyond, aims to recognize the exceptional efforts..
The National Bank of Commerce (NBC) in Dar es Salaam has kicked off its Customer Service celebrations, focusing on customer experience enhancements to better cater to customer needs with the theme “Above and Beyond”..
Japanese companies are turning to AI to address labor shortages. Firms like Ridgelinez Ltd and Autobacs Seven Co are using AI assistants like ‘Rachel’ to recommend products based on customer needs..
Airtel Africa has reiterated its commitment to exceptional customer service during Customer Service Week. Airtel Africa CEO, Sunil Taldar is crystal clear about one thing: making customers happy is his top priority..
The Philippines’ outsourcing industry is rapidly adopting AI ‘copilots’ to assist human operators in tasks like summarizing customer interactions and providing contextual responses in real time..
Mardon Group has equipped field service engineers with mobile devices that synchronise in real time with the office. The mobile app is part of a new system from BigChange that is improving customer service..
A new survey has found that a key barrier to the adoption of Artificial Intelligence (AI) in the customer service sector lies in security concerns, with ad-hoc unregulated AI usage on the rise across enterprises..
Sabio Group is partnering with Septeo, a major software provider for legal & accounting professionals, notaries, real estate, hospitality, and Human Resources, to revolutionise their customer engagement strategy..