Sabio Group has delivered exceptional results for ESP Group, demonstrating the tangible business value of strategic contact centre modernisation. In a new, recently published video case study, ESP Group..

What’s less clear – and rarely acknowledged head-on – is how much of that transformation will impact the size, shape, and role of the human workforce. According to The Inner Circle Guide to Agentic AI..

There’s an uncomfortable truth lurking in boardrooms across Europe: whilst executives confidently discuss their “customer-centric strategies” and boast about their “CX transformation journeys”..

Hospitality is people-driven, and today’s guests expect more than ever before. Between rising guest expectations, tech advances, and intense competition, customer service training hospitality programs set the stage..

Here, we explain what a Customer Data Platform (CDP) is, how it works, and the reason forward-thinking contact centers are putting CDPs at the core of their customer service strategy..

For a global giant like McDonald’s, customer service isn’t just a nice-to-have, it’s the backbone of day-to-day business. Good complaint handling isn’t just about calming angry customers, it goes much deeper..

The property management industry has traditionally relied on face-to-face interactions, phone calls, and paper-based processes. Today, it is undergoing a digital transformation that is reshaping how managers operate..

Dolf van der Haven, Founder and Managing Director of Powerful Answers, makes the case for a more holistic approach across the entire service chain…

Walking into an interview for a customer service role, you know one question almost always comes up: “What does customer service mean to you?” While it might sound simple, your answer actually says a lot..

Hyper-personalization goes beyond basic demographic targeting to create individualized experiences for each customer. Here we examine why customers are loving the personal touch..

The peace of mind that comes from quick, human help shapes which card most people stick with (and trust) year after year. Here, we break down which cards lead the pack for customer service in 2025, based on studies..

For customer service professionals, there is a small habit that pays off every time: taking clear, focused notes while the customer explains their problem. In service teams, these are often called customer complaint notes..

The best businesses treat every customer like an individual, not just a face or a number. To do this well, you have to ask questions that get to the heart of your customer’s goals. When you start with their needs..

Ex-Typform CEO and serial entrepreneurs have launched Supersonik to end demo delays with an autonomous, multilingual AI agent that instantly joins video calls, showcases real software, and adapts every pitch in real time..

Every business leader I know faces the same question when surveys flag slow response times: how can we make customer service feel easier, smarter, and more connected? Enter the Customer Assistance Platform..

Here, we explain the LAST method: Listen, Apologize, Solve, Thank. This simple, repeatable framework helps customer service teams handle tough situations and turn them into positive moments..

Customer complaints test the patience and professionalism of even the most seasoned service reps. Each angry call, frustrated message, or tense face-to-face exchange brings a flood of emotion—on both sides..

The fact that companies can now automate support workflows and help customers in seconds shows just how far technology has come. And at the center of this shift is AI. From AI-powered customer service tools..