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Customer Service News

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..

JBC Boosts Industrial Boiler Services with BigChange Integration

December 8, 2025February 7, 2024 by CSM Newsdesk
JBC Industrial Services with BigChange field service app

JBC Industrial Services, the industrial boiler and burner service and maintenance provider, has rolled-out an integrated mobile workforce and enterprise resource planning (ERP) system..

Sabio Group Expands Partner Team with Two New Global Appointments

December 8, 2025February 7, 2024 by CSM Newsdesk
Global Partner Account Managers, Sabio

Sabio Group, the digital customer experience transformation services specialist, has expanded its partner leadership with the appointment of two new Global Partner Account Managers..

Benenden Health Transforms Member Experience with Cutting-Edge Cloud Platform

December 8, 2025February 2, 2024 by CSM Newsdesk
Benenden Health case study by Sabio

Benenden Health, a not-for-profit healthcare mutual, has transformed its member experience through a cloud-based digital transformation project with Sabio Group..

Sabio’s Wellbeing Companion Solution Shortlisted for Health and Safety Award

December 8, 2025February 1, 2024 by CSM Newsdesk
Sabio's Wellbeing Companion app award nomination

Sabio Group’s Wellbeing Companion solution has been shortlisted for a leading award. The Wellbeing Companion is an app which analyses live, anonymised data to assess the impact of the contact centre environment..

“The Future is Now” as Generative AI Expert Nina Schick is Confirmed for Sabio Group’s Disrupt Event

December 8, 2025January 18, 2024 by CSM Newsdesk
Nina Schick, AI Expert

Sabio Group has confirmed that acclaimed generative AI expert, Nina Schick, will be its keynote speaker for Disrupt 2024 in the UK. An expert on emerging technologies, Schick will share her vision for AI’s potential..

Sabio Group Appoints Gabriel Rodriguez Seilhan as New Managing Director for Iberia

December 8, 2025January 16, 2024 by CSM Newsdesk
Gabrial Rodriguez Seilhan, Managing Director, Iberia, Sabio

Sabio Group, the global digital experience transformation services specialist, has announced the appointment of Gabrial Rodriguez Seilhan as the new Managing Director for its Iberian operations..

Hammer Edge Launches to Bring Total Visibility and Experience Management to Hybrid and Remote Agents

December 8, 2025January 12, 2024 by CSM Newsdesk
Call center analysts

Hammer has announced the launch of Hammer Edge, its latest addition to the Hammer Cloud Platform which will provide enterprise contact centers, CCaaS vendors and systems integrators with total visibility..

Lothian Vulcanising Services Breaks BigChange Record

December 8, 2025January 12, 2024 by CSM Newsdesk
Lothian Vulcanising Services using BigChange mobile app

Lothian Vulcanising Services, a family run business offering conveyor belt services across Scotland and the UK, has transformed its business using a workforce management system from BigChange..

Zenarate Launches New Call Analyzer Capabilities to Its AI Coach Platform

December 8, 2025December 14, 2023 by CSM Newsdesk
Contact center agents

Zenarate, the leader in AI Simulation Training for customer-facing agents, has announced the expansion of its AI Coach platform with the launch of Call Analyzer..

Sabio Group Helps ENGIE Achieve Cloud Migration Goals Ahead of Schedule

December 8, 2025December 12, 2023 by CSM Newsdesk
Engineer inspecting solar panels

Sabio Group, the global digital experience transformation services specialist, has successfully migrated more than 4,600 contact centre agents across four entities for a major utilities company in France..

Commbox Launches Era AI to Enable Customer Service to Be Intelligently Automated and CX Costs to Be Cut by 40%

December 8, 2025December 6, 2023 by CSM Newsdesk
Women looking at text message on her phone

CommBox, the pioneer in AI-powered customer communications, is launching its new generative AI solution. Era AI’s functionality provides customers with accurate, highly personalised information in just seconds..

Burry Sealants Expands with Mobile Workforce App Roll-out 

December 8, 2025November 30, 2023 by CSM Newsdesk
Burry Sealant Field Service engineer with BigChange workforce management app

Construction sealant application company Burry Sealants has seen a 20 percent expansion of its mobile workforce following the deployment of a cloud-based job management system from BigChange..

BigChange Pay Brings Instant Doorstep Payment for Jobs

December 8, 2025November 22, 2023 by CSM Newsdesk
BigChange Instant Pay App

The BigChange job management system now allows payment for completed field service jobs to be taken whilst on site.  After viewing an invoice summary on the engineers’ mobile device, a customer receives..

EB Gas Boosts Engineer Productivity by 20 Percent with BigChange

December 8, 2025November 14, 2023 by CSM Newsdesk
EB Gas engineers using BigChange app

A new workforce management system from BigChange has improved job allocation and boosted job completion rates at EB Gas Services. BigChange is also boosting customer service with real-time ETAs and updates..

Unleashing CX in Amsterdam – A Round-up

December 8, 2025November 14, 2023 by Stuart Dorman
Stu Dorman at Sabio's CX Unleashed, Amsterdam

This two-day summit was a melting pot of ideas, bringing together leaders from various industries to share insights on the evolving landscape of Digital Customer Experience (CX)..

Foundever and Zenarate Announce Strategic Partnership to Revolutionize Customer Experience Training

December 8, 2025November 2, 2023 by CSM Newsdesk
Customer contact agent

Miami and Palo Alto, Foundever a global leader in the CX industry, has announced a new strategic partnership with Zenarate, the leading AI Simulation Training solution for customer-facing agents..

Sigma Connected Group Appoints Lesley Avinou to Lead Client Partnerships

December 8, 2025November 2, 2023 by CSM Newsdesk
Lesley Avinou, Sigma Connected

Business outsourcing provider Sigma Connected has announced the appointment of Lesley Avinou into the newly-created role of Group Director of Client Partnerships..

Get Set to Re-Imagine Customer Experience at Sabio’s Disrupt UK in 2024

December 8, 2025November 1, 2023 by Joe O'Brien, Sabio Group
Sabio's Disrupt UK event

Disrupt, Sabio’s flagship digital transformation conference in the UK, will once again attract leading CX experts and innovators to London’s The Brewery venue on Tuesday, March 5th..

ONE Awards Winners Announced and Celebrated Onstage at Calabrio Customer Connect (C3)

December 8, 2025October 24, 2023 by CSM Newsdesk
Calabrio award

Calabrio, the workforce performance company, has announced the winners of its annual ONE Awards. Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future..

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