Aspect Software’s Consumer Experience Index Survey shows self-service and AI are redefining how consumers view customer service..

Dunkin’ Donuts can now boast an impressive dozen in customer loyalty for the 12th consecutive year..

Top U.S. and Canadian car dealers are recognized for high marks in online customer reviews.

Ascensos, the Scottish-based contact centre management specialist, has presented Glasgow Children’s Hospital Charity (GCHC) with a cheque for £17,500 after a fantastic fundraising effort. Each member of the 1,000 strong Ascensos team, across its sites in Motherwell and Clydebank, played a part in raising money for the charity throughout 2017. The team beat its own … Read more

Bolstra has announced the results of a recent survey, “2018 Customer Success Team Maturity”. The survey includes findings from a sample of customer success teams across industries about their current states. Most notably, of customer success teams surveyed, more than 60 percent of respondents said they wouldn’t know about a critical customer issue until days … Read more

Temkin Group has announced that it is accepting nominations for its sixth annual Customer Experience Vendor Excellence (CxVE) Awards. The CxVE Awards recognizes companies—including consultants and technology vendors—that provide products and services that help companies improve the customer experience they deliver. Nominations are accepted from anywhere in the world. Temkin Group will accept nominations for … Read more

Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018..

Gas utility business customer satisfaction scores have reached their highest levels ever, as measured in the J.D. Power 2017 Gas Utility Business Customer Satisfaction Study, SM. With an overall satisfaction score of 792 (on a 1,000-point scale), gas utility business customers are now the most satisfied among all utility customers surveyed by J.D. Power. “Gas … Read more

Could social media be realizing its true calling as the ultimate customer service channel?

A global study of 20,000 utility customers across 20 countries by Homeserve reveals the latest challenges and opportunities for Utility Providers..