CSM Newsdesk

The global market for customer journey mapping (CJM) software is on a steep upward trajectory as enterprises increasingly pivot toward sophisticated, experience-led growth strategies..

Talkdesk has announced the launch of Commerce Orchestration, powered by its Customer Experience Automation (CXA) platform, alongside the debut of the Talkdesk Consumer Goods Experience Cloud..

As the retail landscape shifts toward a more automated, data-driven future, enterprise software giant SAP has taken center stage at NRF 2026: Retail’s Big Show to unveil a suite of AI-enhanced innovations..

8×8, a leading provider of integrated cloud communications, has announced the acquisition of Maven Lab, a Singapore-based specialist in mobile marketing and enterprise messaging..

California is continuing its push into consumer experience (CX) regulation, introducing a new law designed to heighten transparency and service recovery standards within the food delivery sector..

Virgin Media O2 has opened the doors to its new Manchester HQ . Among the teams moving in will be Virgin Media O2’s multi-skilled customer service teams which provide bespoke and specialist support..

Thoma Bravo has officially completed its acquisition of Verint. The private equity giant has combined Verint, a global leader in CX automation, with its existing portfolio company Calabrio..

Cresta, a leader in customer experience AI, has launched its Agent Operations Center — a unified command hub designed to provide real-time oversight and management of both human and AI agents in contact centers..

Greyhound, the intercity bus provider, has once again earned high praise for its customer service, landing a 4.5-star rating in USA TODAY’s “America’s Best Customer Service 2026” list..

Kustomer, the AI-native customer experience platform, has expanded its AI Assistants lineup with two powerful new tools designed to give CX teams immediate clarity into their workflows and AI behavior..

UJET, a prominent player in AI-driven contact center innovation, has announced it has acquired Spiral, a conversational analytics and AI company focused on deep customer feedback and interaction intelligence..

Sabio has announced two significant appointments to its Operating Board as part of its continued global growth strategy. Mark Starkey joins as Chief Commercial Officer and Katherine Watkins as Chief People Officer..

Sabio Group has announced the 2026 dates for Disrupt, Europe’s flagship customer experience event series. Responding to rising demand for real-world AI transformation, Disrupt now spans four major cities..

DHL Group, the world’s leading logistics provider, is accelerating its enterprise-wide AI strategy through a new partnership between its contract logistics division, DHL Supply Chain, and the AI startup HappyRobot..

ASAPP, a leading AI-driven contact center software provider, has launched its Customer Experience Platform (CXP), designed to unify customer interactions, systems, and data across voice and digital channels..

Sprinklr, a leading unified customer experience management (Unified-CXM) platform, has announced an expanded global strategic partnership with SAMY, a social-first agency known for blending creativity and technology…

Five9 has announced the winners of the 2025 New Era of CX Awards during Five9 CX Summit 2025. The awards recognize organizations and partners who are redefining what’s possible through AI and automation..

Buy now, pay later giant Klarna has revealed that its AI-driven efficiency gains have allowed it to nearly double employee compensation, even as it slashed its headcount by almost half over the past three years..

New Gen, a technology company focused on e-commerce infrastructure for the AI internet, has unveiled Kepler — the industry’s first agentic commerce platform designed to make retail websites fully AI-ready..