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by Ian Miller

Latest Articles

Three Trends and Predictions for CX in 2026
Top 10 Synthetic Data Generation Techniques Ensuring Chatbots Never Fail Their Customers Again
Why Customer Service Matters More Than Ever in Logistics and Distribution
What Downtime Teaches Us About Efficiency and Customer Experience
Target’s “10-4 Rule”: A Step Forward for Customer Experience or a Step Too Far?

Customer Service News

Disrupt ’26: Sabio Expands Europe’s Leading CX Programme as AI Moves Beyond the Hype
DHL Boosts Operational Efficiency and Customer Communications With HappyRobot’s AI Agents
ASAPP Unveils Customer Experience Platform to Power the Agentic Enterprise
Sprinklr and SAMY Strengthen Global Partnership to Deliver Next-Gen Customer Experience Solutions
Five9 Announces 2025 New Era of CX Award Champions at CX Summit

Knowledge Base

Investing in Employee Training: 9 Long-Term Benefits for Businesses
Employee well-being: The new cornerstone of exceptional customer service
Understanding Digital Customer Service in Online Betting
Customer Service Vision and Mission Statements That Teams Actually Use
Contact Center Attrition Rate: What It Is and How to Calculate It

Manager’s Toolbox

What are the Five Stages of Team Development and Performance?
What are the Ten Principles of Reinvention?
What Are The Clarkson Principles of Stakeholder Management?
What are Deming’s Fourteen Points of Management?
Are They Really Listening? How to Find Out and What to Do

About CSM

Customer Service Manager (CSM) is the leading resource for Customer Service Managers and professionals. With more than 20,000 members in 57 countries, we are dedicated to helping improve customer service worldwide!

CSM is edited by Ian Miller. Please contact us with your comments, questions or suggestions.

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