CSM Newsdesk

New research from Seismic suggests AI is increasing the importance of human judgment in complex enterprise buying decisions.
The report, The New Go-to-Market Standard for B2B Selling, examines what senior buyers need when evaluating technology..

Orvera AI is adding Forward Deployed Ops Experts to its enterprise deployment teams, pairing contact center operations experience with technical expertise from the initial scoping session through go-live and ongoing operations..

Zoom has unveiled a Unified Context Layer, designed to link conversations with relevant documents and data and help people and AI agents turn business context into follow-up actions..

Contentsquare has announced a reimagined Experience Platform designed to monitor and optimize digital journeys for both human users and autonomous AI agents. Built to address shifting consumer behavior in the generative AI era, the platform consolidates data..

British consumers are throwing in the towel on bad customer service—not because standards have improved, but because speaking up feels like a lost cause. According to a study by Talkmobile, more than 10% of Britons have completely stopped complaining..

Kensington Mortgages, part of Barclays Bank PLC, has successfully completed the migration of its Servicing operation to Amazon Connect, marking the second and most complex phase of one of the UK’s most significant financial services cloud contact centre transformations..

Maximor, the autonomous finance company, today announced it has rebranded as Hyphenate. The new name reflects the company’s expansion across the office of the CFO and follows 86x revenue growth over the past 12 months..

Analysis of 2,000 Trustpilot customer reviews finds communication, proactive support and human ownership are key to a positive customer experience. Simply keeping customers updated may not be enough to deliver a positive customer experience..

Ascerta Series A led by Dell Technologies Capital as it expands from AI cost management into Enterprise AI Management. Formerly known as Pay-i, the company gives CIOs, CFOs and AI leaders one system to measure what AI costs..

The platform resolves incidents and change requests across systems like SAP and Salesforce, and turns the undocumented exceptions and customizations buried inside every enterprise into a source of truth for production agents..

Lightsage is building the Agent-Led Growth platform, helping software companies – spanning ecommerce, payments, consumer businesses and more – to understand and improve how AI agents discover, successfully use and pay for their products..

New capability extends Quiq’s agentic AI Assistants to voice, giving human agents guidance that adapts in real time to the conversation, and the ability to act on the agent’s behalf, all on the same trusted, governed platform..

US retail chain Kohl’s has announced the appointment of Arianne Parisi as Chief Customer Officer (CCO), a newly created position aimed at streamlining the company’s end-to-end customer experience strategy..

AutoQA and conversation intelligence vendor evaluagent has announced a strategic partnership with Fynto, an advisory firm that connects enterprises with CX technology and outsourcing providers. The agreement marks the latest addition..

Crescendo today launched Crescendo Customer Experience Platform, an AI-native platform that consolidates CCaaS, ticketing, workforce management, quality assurance and knowledge. Specialised AI agents run all of it end to end..

Verizon has expanded its strategic relationship with Google Cloud, announcing a new agreement to deploy Google’s full-stack AI capabilities—including Gemini Enterprise and advanced data infrastructure—across its CX touchpoints..

Anticipation is building across the continent, with organisers of the European Contact Centre & Customer Service Awards (ECCCSAs) 2026 revealing the finalists for this year’s awards. Now in its 26th year, the ECCCSAs celebrate the people..

Healthcare technology provider Clearwave has launched its new AI Patient Engagement Platform, introducing an agentic AI workforce designed to handle heavy administrative workloads across the end-to-end patient lifecycle..

Bus operator Stagecoach South has launched a dedicated mobile customer service bus aimed at providing face-to-face assistance to passengers across West Sussex, Hampshire, and Surrey. The mobile support unit will tour town centers and community events..