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..
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”..
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..