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..
TEN DIGIT’s DC BRIDGE® customers will be authenticated by keystroke, facial liveness, and voice biometrics, offering seamless user experience across the customer communication lifecycle..
New research has shed fresh light onto the way customers prefer to receive correspondence from their suppliers..
Eight-in-ten UK consumers (80%) plan to avoid stores on Black Friday this year, according to research by Genesys..
Carl Grieves, Managing Director at Silverbear looks at the latest digital trends in the membership sector..
Axis Group, one of the UK’s fastest growing security, cleaning, front-of-house and support services organisations, hosted an Institute of Customer Service CEO breakfast briefing during October’s National Customer Service Week..
Recent research by YouGov for Pegasystems reveals some interesting insight into how businesses can drive consumer satisfaction through customer service..
Companies in Europe are enhancing always-on, omnichannel customer service as more and more consumers embrace AI-driven experiences..
In a recent interview with CX Network, Phil Lewis, Managing Director, Corporate Punk and Sherrie Simmons, COO, In STEPPS outlined the necessary steps that need to be taken to fully prepare an organisation for AI..
Colin Hay at Puzzel met up with Tony Smith at PCI Pal to discuss how to make compliance and customer experience the perfect match. Here are their thoughts and 3 ways to de-scope your contact centre.
May was a great month for entrepreneur and photographer Kym Illman. He was trackside as Perth-born Daniel Ricciardo dominated the Monaco Grand Prix, capturing some super sharp images of the drivers and the celebrities in the huge and colourful crowd. Daniel Ricciardo dominated the Monaco Grand Prix As Illman, and anyone following the F1 calendar … Read more
Global Field Service leaders meet to share service and support best practices this August 27th-29th at beautiful island resort in Florida..
The annual Incite Group State of Customer Service Survey will give you in-depth insights from 500+ respondents on the key issues and opportunities your peers see in 2018, and new statistics to benchmark against..
Join Mary McCarthy, EMEA Customer Service Director at Microsoft and Philip Purdy, Head, Customer and Client Services Europe at Travelzoo as they deliver 45 minutes of customer service insights, Q&A and best practice..
Check out how philanthropy will promote customer engagement, improve employee satisfaction and boost your business..
Brands are failing to create the positive, emotive experiences that drive customer loyalty..
Available at no cost for companies to implement or administer, the PayActiv financial wellness platform gives low-to-moderate income workers access to their earned but unpaid wages between pay periods..
CX Network has launched their annual survey on the state of customer experience and service and would like to invite you to take part!
The UK banking industry is nothing short of cut-throat with financial giant Barclays losing more than 10,000 customers during the second quarter of 2017. According to the Current Account Switch Service (CASS,) the main culprit responsible for the devastating loss of customers: continuous unsatisfactory customer experiences. TSB, one of the banks that gained a significant number … Read more
A huge 81% of people say they have left a company after experiencing poor customer service..