It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers ...

Although the phone remains the most used customer service channel by consumers, its appeal appears to be declining, according to recent research from The Northridge Group. The report was based on data ...

AI is helping to supercharge the connection between businesses and customers, but certain steps are necessary to optimize CSM solutions.

CMSWire's Modern Customer Service channel addresses the key challenges facing today's CX-focused customer service leaders, as they navigate ever evolving customer demands, complex regulatory ...

Social media is rapidly becoming one of the travel industry’s most important channels for customer service, but there's no one-size-fits-all approach. From automated chat bots to digital ...

Navigating air travel can sometimes be stressful, but JetBlue's customer service aims to make your experience as smoot ...

The study surveyed 719 decision-makers responsible for their company’s outbound call experience strategy, technology selection, and security. Its findings provide an update to the 2022 study and ...

KUALA LUMPUR: Keretapi Tanah Melayu Berhad (KTMB) confirmed that its KTMB Integrated Ticketing System (KITS) as well as all of its customer service channels are affected by the global IT outage.