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..
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..
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, 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..
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..
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..
Wordwatch, a provider of compliance archiving and records management solutions, has uncovered significant challenges faced by organisations in effectively managing their interaction recordings..
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 is using BigChange job management software to improve customer service with engineers live-linked to back-office systems using a mobile app..
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..
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..
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..
Middlesbrough College, Northern Skills, and Sage have partnered to create an award-winning apprenticeship program with a core focus on refining customer service skills..
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)..
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..