Customer expectations are evolving at speed, and 2025–2026 will further transform how organisations deliver support across every touchpoint. This guide details the most important customer service trends for 2025 and 2026, from AI-enabled personalization and proactive outreach to ethical practices, sustainability, and outcome-focused measurement. As a seasoned outsourced customer service

For 17 years, The Office Gurus (TOG) has been driven by one belief: every connection matters. What started as a small back-office support team has evolved into a global BPO partner trusted by leading companies across industries. As we celebrate this milestone, we’re proud to reflect on our journey, unveil

Conversations about collections represent one of the most challenging customer experience scenarios in business. Traditional aggressive collection tactics may recover short-term debt but often destroy customer relationships permanently, creating negative feedback that damages brand reputation and gets rid of future revenue opportunities from recovered customers. Modern collections requires a fundamental