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..
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 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 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, the digital customer experience (CX) transformation services specialist, has today announced its ambitious commitment to achieving net-zero carbon emissions by 2050..
Facilities management company Kiwi FM has revolutionised its operations through the deployment of an advanced job management system from BigChange, resulting in a 20 percent increase in engineer productivity..
Sybill’s powerful home–grown AI-first assistant allows B2B sales reps to close more deals by automating the tedious manual work it takes to turn a lead into a closed customer, growing to US$1M in ARR within just 9 months..
A new survey has revealed a growing call from UK consumers for brands to find ways to fix declining levels of customer satisfaction, particularly as customers become more unforgiving of poor service delivery..
The Microsoft IT outage caused by a CrowdStrike software glitch has significantly impacted customer service across various industries. The outage has led to widespread disruptions, including grounding flights..
CallRail, the AI-powered lead intelligence platform, has announced the arrival of a new product, Convert Assist. The new tool unites key features including call coaching, smart follow-ups, and action planning..
Sinch, a global leader in Customer Communications Cloud, has launched its new customer engagement tool, Sinch AI. Sinch AI has been woven seamlessly into the Sinch Customer Communications Cloud..
SuccessKPI, a leader in the 2023 Frost & Sullivan Workforce Optimization Radar report, has partnered with ConnectGen to launch Contact Center Builder, a solution for speeding up CCaaS deployments..
Salesforce has unveiled Einstein Service Agent, an AI-powered autonomous agent set to transform the customer service landscape. Salesforce says they are delivering a future where human and digital agents join forces..
Assured Fire and Security, the Essex-based installer of electronic fire and security systems, is driving nationwide growth using the latest mobile working technology from BigChange..
Kore.ai has announced the launch of GALE, it’s first-of-its-kind GenAI platform. Designed to accelerate AI application development, GALE could potentially reduce production time by up to 50%.
Amazon has rolled out Rufus, an AI chatbot now available to shoppers across the US, through the Amazon mobile app. Rufus’ proficiency is built upon Amazon’s extensive product catalog and customer feedback..
Adamo, a leading provider of high-speed internet services, has recorded remarkable improvements in customer service levels in partnership with Sabio Group. In a project that has demonstrated the power of automation..
GEM Environmental Building Services has rolled-out a job management system from BigChange. The cloud-based, 6-in-1 solution live links engineers in the field with back-office management systems providing real-time..
Home Group has partnered with Business Systems Ltd, an industry expert in digital communications solutions, to help transform its contact centre operations, achieving a ROI within six months of implementation..
Outsourcing specialist Sigma Connected has announced it is working with E.ON Next to relocate 100 employees to Sigma Connected’s Mitchells Plain offices, based in the township to the south of Cape Town..