CSM Magazine

MARCH 16, 2016

Topics cover every area impacting your business – service revenue, preventative services, connected devices and IoT, customer experience, remote diagnostics, global service, parts management, knowledge management, training and development, workforce management, mobility, help desk support and a lot more.

Customer Care 40

Customer Care Management Customer Experience Customer Service 40

SmartAction

FEBRUARY 21, 2019

Dougherty is the former Chief Executive Officer at Convergys, a global leader in customer care, where he led over 75,000 employees across 70 countries. The biggest emerging trend in the customer service space is the trend toward self-service automation – fast, effortless self-service.

Virtual Agent 43

Virtual Agent Self service Contact Center Customer Care 43

SmartAction

OCTOBER 19, 2022

SmartAction’s designers, project managers, developers, IT professionals, and QA team help clients make the transition to AI automation, often starting with voice and expanding to other channels like chatbots for automated customer service solutions.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

Interaction Metrics

MARCH 20, 2025

Runner Up: Qualtrics XM Qualtrics XM is a power tool for measuring all your customer, employee, and market touchpoints across over 20,000 global brands in 100+ countries. This makes it ideal for maintaining brand consistency, providing 24/7 customer care, and launching effective social marketing campaigns at scale.

Enterprise 62

Enterprise Surveys Analytics Feedback 62

C3Centricity

MARCH 31, 2020

How can some companies get customer service so wrong?! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. CEX #CRM #Customers Click To Tweet.

Customer Service 104

Customer Service Scripts Accountability CRM 104