The company says it expects some continued flight delays as it works to clear the backlog caused by a disruption of its airport systems, check-in and customer service centres. Airports in Toronto and Vancouver had reported disrupted flight schedules because of the technical issues along with congested … Read More

Can you remember the last customer service experience that left you fuming? Not too hard, right? We all want to be treated with a level of respect, and with so many people veering on the edge of a boiling rage these days sometimes all it takes is one nasty exchange …

“We're seeing lots of changing consumer behavior, and with the Amazons of the world educating consumers about brilliant customer service, we're finding that we've got to keep up with that,” said Tom Stoddard, chief financial officer of British multinational insurance company Aviva PLC AV., +0.39% . Read More

Alexa, Google and Siri have rapidly improved consumer familiarity with conversational interfaces, opening the doors for using AI in other applications. Conversational AI is used across sales, marketing and customer support via chatbots, and tools like Drift provide customers the ability to self-serve 24/7 … Read More

Paul Anderson, Service Operations Manager at Volkswagen Commercial Vehicles, said: “This is an exciting step forward in maximising uptime for our customers through the use of augmented reality and remote diagnostic tools. Our ultimate aim is to ensure we can keep the customers' vehicles on the … Read More

German MRO airplus Maintenance has appointed Robert Zehnder as its Head of Customer Service & Planning. In this role, he will oversee all commercial aspects; customer service, CAMO and work planning. Before joining airplus Maintenance, Zehnder worked in various business aviation and airline … Read More

CMA CGM has promised to put customer experience at the forefront of its services as it looks to differentiate itself from other carriers. Speaking on the sidelines of the TPM event in Long Beach last week, the carrier's senior vice president of commercial and agency network, Mathieu Friedberg, said it … …

Almost 7,000 people responded to their survey – which asked them to rate their current account – and ranked First Direct as the top dog for customer service – with 91% branding them “great.” RBS had a less impressive 28% of customers deeming it great, with almost one third of …

The bank, which was bailed out by the taxpayer 10 years ago following the financial crash of 2007, finished last in a survey of 13 banks. Top of the chart, however, was First Direct which 91% of customers rated 'great' for customer service. Nationwide came a distant second, followed by …

To do so, it has modernized its user interface and introduced widgets, granting customers access to personalized dashboards. The program can now track shipments through interactive maps, pull real-time information on deliveries and pickups, request both pricing and shipping orders, and manage … Read More