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..
The Airports Council International (ACI) World, in partnership with Amadeus, unveiled the 2024 ASQ Airport Experience Awards winners. The awards recognize airports for their exceptional passenger experiences..
According to a new report, the customer service market size is anticipated to rise from USD 470.88 billion in 2024 to USD 800.0 billion by 2035, growing at a CAGR of 4.94% during the forecast period..
SmartBear, a leading provider of software quality and visibility solutions, is the winner of two Stevie Awards in the 19th annual Stevie Awards for Sales & Customer Service. Joe Joyce eared global honors..
Business Systems Ltd, an industry expert in future-ready digital communications solutions, has announced the promotion of Andrew Jacobs to Managing Director. Andrew will lead the company as it drives forward..
Liveops, a leading provider of outsourced customer service solutions, has been awarded two Gold Stevie® Awards in the 19th Annual Stevie® Awards for Sales & Customer Service..
The fast-food giant McDonald’s aims to raise the bar for efficiency and customer service by rolling out AI technologies across all 43,000 global locations. With ambitious goals to improve speed and accuracy..
Telkomsel and Tencent Cloud have signed a strategic partnership at the Mobile World Congress 2025 in Barcelona focusing on AI and cloud-based solutions. The partnership aims to accelerate digital transformation..
The A’ Sales, Contact Center, and Customer Service Design Award is a global benchmark for recognizing and celebrating innovation in customer service design, where customer experience can make or break a brand..
Despite the buzz surrounding AI and CX, most organisations are still finding their feet and unsure where to turn for guidance, according to insights from Sabio Group’s AI Community Day..
Power firm UK Power Networks has won the top prize for employee engagement strategy at the UK Institute of Customer Service’s prestigious annual awards. Judges liked the firm’s approach to staff retention..
The highly anticipated Customer Connect Expo is just around the corner, bringing together industry leaders, innovators and customer experience enthusiasts. Showcasing on April 16th & 17th..
Sabio Group, the digital customer experience (CX) transformation specialist, has today announced the launch of a new offering aimed at tackling how contact centres manage employee leave requests..
Poundland has partnered with Motorola Solutions to enhance security at its retail stores in the UK, aiming to reduce violence and theft. The retail chain has deployed VT100 body cameras to frontline employees..
Customer Success pioneer Guy Nirpaz announces Perspective AI, the only tool that scales the messy, honest, human conversations into real customer truths. $4 million seed funding also announced..
Syntheia Corp. has launched AssistantNLP, an AI-powered Receptionist service designed to handle inbound calls using natural language processing (NLP) for accuracy and efficiency..
Kenya’s business process outsourcing (BPO) sector has generated over 40,000 jobs, driven by supportive policies and increased investments from multinational corporations. Positioned as a key player in Africa..
Churches Fire & Security, the UK’s only fully integrated fire safety company, has successfully transformed its customer service operations through an innovative AI-powered analysis programme..
ServQuik, an innovator in AI-powered customer service automation software, today announced the General Availability (GA) of the company’s SaaS-based, human-like AI solution for incoming and outgoing leads..
SuperOps, the groundbreaking AI-driven IT platform transforming operations for IT service providers and internal IT teams, today announced it has raised $25 million in Series C funding, led by March Capital..