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 trio work in the customer service centre of UK Power Networks, based in Ipswich, Suffolk. They were voted Leader of the Year, Employee of the Year and a special award for Lifetime Achievement..
CommBox, a leading enterprise-grade omnichannel, AI-powered customer experience platform, has today announced the completion of a $15 million growth investment round from PSG Equity..
The Better Business Bureau of Southern Colorado will host its annual ‘A Night of Excellence Gala’ at the new Hotel Polaris at the Air Force Academy. The gala takes place Thursday November 21..
Privacy solution provider Privado.ai released its 2024 State of Website Privacy Report, which reveals that 75% of the 100 most visited websites in the U.S. and Europe are not compliant with current privacy regulations..
Business Systems are joining forces to present a webinar that focuses on ‘Five Signs Your Contact Centre Needs to Go Digital-First.’ The webinar, scheduled for 19 November, will explore an AI-powered, agentless model..
Business Systems, a leader in customer experience (CX) and contact centre solutions, and Teneo.ai, a cutting-edge, vendor-agnostic conversational AI orchestration provider, today announced a strategic partnership..
Starbucks’ new CEO, Brian Niccol, has unveiled a plan to address declining sales and improve the customer experience, acknowledging past difficulties in customer interactions..
Microsoft is launching autonomous AI agents to handle tasks like client queries and sales leads to boost AI adoption in businesses. Customers can create their own AI agents and access 10 pre-built bots..
Security officer Musa Dlamini from the Ministry of Commerce, Industry and Trade, Eswatini, was honored with the Customer Service Personality award at the Customer Service Excellence Awards..
Small business banking customers in the U.S. are more satisfied with the service provided by banks, that’s according to the J.D. Power 2024 U.S. Small Business Banking Satisfaction Study..
Five9 has been recognized by Gartner as a Leader in the Magic Quadrant for CCaaS (Contact Center as a Service) due to its strong Completeness of Vision and Ability to Execute. The platform’s cloud-native design..
The sixth annual Customer Happiness Awards (CHA) were recently held at The Westin Dubai Mina Seyah, emphasizing the importance of recognizing companies leading in customer engagement..
Mortgage lenders are receiving an average customer satisfaction score of 75 out of 100, placing them alongside industries like energy utilities and gas stations according to the American Customer Satisfaction Index..
Freshworks has introduced the Freddy AI Agent, aimed at enhancing customer and employee experiences by resolving service requests. Freddy AI is an autonomous service agent that can be quickly deployed..
Quirky Campers, a campervan rental company based in Bristol, has been awarded the ‘CX Team of the Year – SME’ at the UK Customer Experience Awards..
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..