CSM Newsdesk

Power firm UK Power Networks has won the top prize for employee engagement strategy at the UK Institute of Customer Service’s prestigious annual awards. Judges liked the firm’s approach to staff retention..

The highly anticipated Customer Connect Expo is just around the corner, bringing together industry leaders, innovators and customer experience enthusiasts. Showcasing on April 16th & 17th..

Sabio Group, the digital customer experience (CX) transformation specialist, has today announced the launch of a new offering aimed at tackling how contact centres manage employee leave requests..

Poundland has partnered with Motorola Solutions to enhance security at its retail stores in the UK, aiming to reduce violence and theft. The retail chain has deployed VT100 body cameras to frontline employees..

Customer Success pioneer Guy Nirpaz announces Perspective AI, the only tool that scales the messy, honest, human conversations into real customer truths. $4 million seed funding also announced..

Syntheia Corp. has launched AssistantNLP, an AI-powered Receptionist service designed to handle inbound calls using natural language processing (NLP) for accuracy and efficiency..

Kenya’s business process outsourcing (BPO) sector has generated over 40,000 jobs, driven by supportive policies and increased investments from multinational corporations. Positioned as a key player in Africa..

Churches Fire & Security, the UK’s only fully integrated fire safety company, has successfully transformed its customer service operations through an innovative AI-powered analysis programme..

ServQuik, an innovator in AI-powered customer service automation software, today announced the General Availability (GA) of the company’s SaaS-based, human-like AI solution for incoming and outgoing leads..

SuperOps, the groundbreaking AI-driven IT platform transforming operations for IT service providers and internal IT teams, today announced it has raised $25 million in Series C funding, led by March Capital..

Applied Labs, founded by early Scale AI leaders, announced $4.2 million funding to transform how businesses deploy AI agents for complex support and operations tasks. The seed round was led by Abstract..

In less than 12 months since deploying nShift Track, ICIW has seen a 50% reduction in delivery-related questions from customers. This reduction in workload for its customer service team is saving ICIW €12,000 a year..

Leading CX solutions provider Sabio has been awarded the EcoVadis silver medal, placing it in the top 15% of companies globally for sustainability practices. With an overall score of 71 out of 100..

Netigate, a leading provider of experience management solutions, has announced the launch of Ask AI, a generative AI feature designed to help companies and organisations get clear answers..

Aquant, an AI platform built for servicing complex machinery, released its highly anticipated 2025 Field Service Benchmark Report, offering an in-depth analysis of trends, challenges, and opportunities..

Enghouse Holdings UK Limited, a subsidiary of Enghouse Systems Limited, has acquired Aculab PLC, a provider of communication and AI software solutions. The acquisition expands Enghouse’s gateway business..

Microsoft has introduced multilingual autonomous voice agents using Copilot Studio, a significant advancement in their AI capabilities. The voice agents are designed to handle multiple languages effortlessly..

Twilio has introduced ConversationRelay, a voice AI platform that simplifies voice AI development by managing technical complexities and enabling natural, scalable voice interactions..

Salesforce has announced Agentforce 2.0: the first digital labor platform for enterprises — a complete AI system for augmenting teams with trusted, autonomous AI agents in the flow of work..