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..
Hammer, a global leader in end-to-end contact center testing and CX assurance solutions, today announced new capabilities for its VoiceWatch automated CX quality testing and monitoring platform..
New research from Limitless finds sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays..
Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center..
Reputation, the global leader in reputation experience management, today welcomes Liz Carter as its new Chief Marketing Officer. Liz will lead Reputation’s global marketing organization through its next phase of growth..
PCI Pal, the global SaaS provider of secure payment solutions for business communications, has implemented PCI Pal Agent Assist into Air Europa’s global contact centres..
Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. Access your copy of the report here..
Zenarate, the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report..
Sabio Group’s Salesforce CRM consultancy business, ‘makepositive’, has secured a multi-year contract with CityFibre, the UK’s largest independent full fibre platform..
PCI Pal has launched a new podcast on its ‘Secure Payments’ channel that covers the intricacies and actions required following the release of the updated PCI DSS standard, PCI DSS version 4.0..
Localz, leading experts in last mile location and messaging technology, just announced a new module, Manage My Appointment, enhancing its customer-centric product portfolio..
Calabrio, the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations..
IRIS Audio Technologies, the team behind the AI-powered voice isolation softwareIRIS Clarity, has appointed Neil Titcomb as SVP Global Sales. Neil brings over 25 years experience in CX and sales leadership..
Calabrio, the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture..
Appreciate Business Services (ABS) – The home of Love2shop – have officially launched a ‘game-changer’ modular engagement platform for UK businesses looking to boost productivity, motivation and satisfaction..
Business outsourcing provider Sigma Connected has announced the appointment of Peter Doveren as new chief strategy officer as the company continues its global expansion..
Europe’s leading independent customer management services provider will deploy IRIS Clarity’s voice isolation software across its contact centre estate..
Zenarate, the leading AI Conversation Simulation solution has announced that Genpact is leveraging its award-winning AI Coach to improve agent performance and customer experiences..
EXL, a leading data analytics and digital operations and solutions company, today announced its recognition as a Leader in the 2022 Information Services Group (ISG) Provider Lens Power and Utilities Services..
ResultsCX, a provider of Customer Experience Management (CXM) services to leading global companies, including Fortune 100 and 500 firms, today announced its strategic expansion into the U.K. and continental Europe..