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..
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..
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”..