CSM Newsdesk

Medallia has used its flagship conference, Experience ‘26, to unveil a significant expansion of its innovation agenda. The announcement centers on a suite of generative AI (GenAI) capabilities designed to democratize data analytics..

Five9 has officially announced the winners of its 2025 Global Partner Awards. The annual accolades serve to recognize the partners within the Five9 ecosystem that have demonstrated exceptional performance..

European AI leaders Speechmatics and Boost.ai have announced a strategic partnership. The collaboration aims to accelerate the deployment of enterprise-grade voice AI across Europe’s most highly regulated industries..

Wiland, a prominent player in predictive audience intelligence, has announced the launch of RetailSignals, a new solution designed to help retailers transform real-world consumer spending behavior into actionable insights..

Prime Bridge Solutions has officially announced its entry into the international Business Process Outsourcing (BPO) and customer experience (CX) arena. The rising provider has launched a new global customer experience platform..

New data by business communications provider Esendex has unveiled how industries stack up when it comes to customer service excellence, with financial services ranking best for the second year, and telecoms the worst..

ANZ has announced a significant leap in its digital transformation journey, deploying Salesforce’s Agentforce 360 platform within its new Customer Relationship Management (CRM) tool. The move marks ANZ as the first bank..

Loyyal has announced the launch of Perxi AI. Billed as the world’s first “AI Agent of Loyalty,” the new tool is designed to democratize high-level customer retention strategies for small and medium-sized enterprises (SMEs)..

ai.com has officially launched its autonomous AI agent platform. Founded by the co-founder and CEO of Crypto.com, the new venture aims to transition the industry from passive chatbots to proactive digital assistants..

Invosys has announced a strategic partnership with AI-driven contact centre provider MaxContact. The collaboration aims to merge secure cloud communications with advanced AI capabilities to transform CX..

TouchSource and CXApp have announced a strategic partnership to integrate agentic AI into enterprise and commercial real estate environments. The collaboration will see CXAI’s agentic AI platform serve as an intelligence layer..

Cain, the global real estate investment firm, has announced the launch of a dedicated Customer Experience (CX) division. To lead the move, Cain has appointed Ana Brant as Head of Customer Experience..

Barclays US Consumer Bank has announced the deployment of generative AI (GenAI) across its contact centers, aiming to streamline customer interactions and bolster agent efficiency through automated call summarization..

Yellow.ai, the enterprise-grade AI automation provider, has announced the launch of Nexus, a platform it describes as the industry’s first Universal Agentic Interface (UAI). The launch signals a strategic pivot in the CX landscape..

Korean Air has officially launched a new AI chatbot service designed to enhance customer support across 13 languages. Utilizing advanced generative AI technology, the tool provides efficient and accurate assistance..

Following the release of new research, a leading industry expert has called on BPO providers to be more transparent to help potential customers understand the complexity of the sector. David Neale, founder of GBPO Solutions..

The winners of the 20th annual Stevie Awards for Sales & Customer Service have been revealed, spotlighting the world’s top-performing sales, customer service, and contact center professionals. Recognized globally..

CX and BPO specialist Horatio is doubling down on healthcare with the launch of HoratioHX, a human-centered experience platform designed to support compliant, large-scale healthcare operations across patient support..