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Customer Service News

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..

Mardon Saves Time with BigChange Job Management App

December 8, 2025October 2, 2024 by CSM Newsdesk
Mardon employee using BigChange app on his tablet

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..

Security Concerns Resulting in ‘Cautionary’ AI Adoption in Customer Service, New Survey Finds

December 8, 2025September 30, 2024 by CSM Newsdesk
Customer support representatives

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..

Septeo, European Software Publisher, Promotes Customer Excellence With the Sabio Group

December 8, 2025September 27, 2024 by CSM Newsdesk
Sabio and Septeo

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..

Energy and Broadband Customers Experience Rising Stress from Service Issues

December 8, 2025September 26, 2024 by CSM Newsdesk
Upset customer on the phone

A recent survey by Which? revealed that poor customer service from energy and broadband companies is costing customers millions and negatively impacting customers’ emotional well-being, with many feeling stressed..

Incheon International Airport Celebrates Top Customer Experience Accreditation for Third Year Running

December 8, 2025September 26, 2024 by CSM Newsdesk
Incheon International Airport, Seoul

Incheon International Airport, Seoul, has achieved a remarkable feat by being the first and only airport globally to secure the highest level of passenger experience accreditation for three consecutive years..

Hypergrowth Customer Service Software Provider Announces New Hires to Fuel UK Growth and US Expansion

December 8, 2025September 19, 2024 by CSM Newsdesk
Cloud CX robot

CloudInteract, a rapidly growing, UK-based provider of customer experience (CX) platforms, announces a range of senior hires to support its UK growth plans and expansion into the US market..

Sabio Group Helps Danish-firm, Topdanmark, ‘Buddy Up’ for Peak Workforce Performance

December 8, 2025September 18, 2024 by CSM Newsdesk
Insurance company, Topdanmark

Topdanmark has collaborated with Sabio Group as it takes the next steps in its digital transformation journey. The Danish-headquartered firm has been working with Sabio’s WFM specialists..

New Research From Wordwatch Reveals Legacy Risk in Communications Compliance

December 8, 2025September 12, 2024 by CSM Newsdesk
Compliance management team

Wordwatch, a provider of compliance archiving and records management solutions, has uncovered significant challenges faced by organisations in effectively managing their interaction recordings..

Ferris Building Claims Restorer Deploys BigChange Job Management Software

December 8, 2025September 12, 2024 by CSM Newsdesk
Ferris building engineer using BigChange app on his tablet

Building restoration specialist Ferris has put a BigChange job management system at the heart of its future growth plans. The company has seen a 15 percent growth in turnover and profits since implementing the software..

Specialised Fire & Security Detects a BigChange in Customer Service

December 8, 2025September 11, 2024 by CSM Newsdesk
Specialised Fire & Security field engineer using BigChange job management application

Specialised Fire & Security is using BigChange job management software to improve customer service with engineers live-linked to back-office systems using a mobile app..

Who Gets It Right? The Best and Worst in Global Customer Service

December 8, 2025August 30, 2024 by CSM Newsdesk
Apple store, Hong Kong

A new study by Face For Business has revealed which of the world’s most profitable companies are delivering the best, and worst, service according to their own customers. Here’s what they found..

To Tip or Not to Tip: Why Diners are Opting Out of Service Charges

December 8, 2025August 24, 2024 by CSM Newsdesk
Waiter serving customers in a restaurant

A revealing study shows that more than 20% of UK diners are dodging the optional service charges that appear on their bills. Skyrocketing living costs and disappointments in service standards are leading factors..

Hotel Shangri-La Tops Singapore’s Customer Service Rankings

December 8, 2025August 22, 2024 by CSM Newsdesk
Shangri-La hotel, Singapore

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors..

Customer Service Apprenticeship Program Celebrates Sustained Achievement

December 8, 2025August 22, 2024 by CSM Newsdesk
Customer service apprentices

Middlesbrough College, Northern Skills, and Sage have partnered to create an award-winning apprenticeship program with a core focus on refining customer service skills..

Top-Rated Banks for Customer Service – Guess Who Tops the List?

December 8, 2025August 20, 2024 by CSM Newsdesk
Monzo bank app

Monzo has been rated the best bank for individuals and businesses in the UK, according to the results of the annual banking survey conducted by the Competition and Markets Authority (CMA)..

Former Monzo Team Secures £2.8M to Develop Human-like AI Customer Service Agents

December 8, 2025August 20, 2024 by CSM Newsdesk
Customer service robots

Gradient Labs, an AI-driven customer service startup established by former Monzo employees, has successfully raised £2.8 million in a seed funding round led by LocalGlobe..

Kapture CX Unveils Self Serve 2.0 to Boost AI-Powered Customer Service

December 8, 2025August 20, 2024 by CSM Newsdesk
Happy contact center agent

Kapture CX has introduced Self Serve 2.0, an advanced AI-driven customer self-service solution designed to transform the customer service landscape. Self Serve 2.0 aims to alleviate the workload on human agents..

Morrisons and Asda Revamp Checkout Experience Following Customer Feedback

December 8, 2025August 20, 2024 by CSM Newsdesk
Morrisons supermarket

Morrisons is removing some self-checkouts from stores after realizing they went too far with the technology, aiming to re-evaluate the balance between self-service and staffed checkouts..

Sabio Group Charts Course to Net-Zero and Sustainable Future

December 8, 2025August 20, 2024 by CSM Newsdesk
Andy Roberts, CEO, Sabio Group

Sabio Group, the digital customer experience (CX) transformation services specialist, has today announced its ambitious commitment to achieving net-zero carbon emissions by 2050..

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