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CSM Newsdesk

Diabolocom Lands Frost & Sullivan’s 2026 European CX Technology Award

January 14, 2026 by CSM Newsdesk
Customer Experience (CX) Award

Diabolocom has been awarded the 2026 European Technology Innovation Leadership Award by Frost & Sullivan.  The accolade recognizes the vendor’s excellence in the Customer Experience Platform industry..

Five9 and Google Cloud Unveil Joint Enterprise CX AI to Transform Customer Interactions

January 13, 2026 by CSM Newsdesk
Two robot hands making a heart shape

Five9 has announced an expansion of its partnership with Google Cloud, debuting a new joint Enterprise CX AI solution designed to help large-scale organizations deliver seamless, AI-driven customer experiences..

Customer Journey Mapping Market Forecast to Hit $3.5BN by 2033

January 13, 2026 by CSM Newsdesk
Customer journey mapping software on a tablet

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’s New Orchestration Tools Aim to Connect the Dots in Retail CX

January 13, 2026 by CSM Newsdesk
Ai store of the future

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..

SAP Unveils Agentic AI Innovations to Power the Future of Retail

January 9, 2026 by CSM Newsdesk
A customer in a store looking at her mobile phone

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 Strengthens APAC CX Strategy with Maven Lab Acquisition

January 7, 2026 by CSM Newsdesk
Communications network

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 Mandates Human Support and Cash Refunds in Food Delivery Overhaul

January 6, 2026 by CSM Newsdesk
A delivery man on a motorcycle making a food delivery in a busy street

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 Opens Doors to Manchester HQ Focused on Multi-Skilled Customer Service

March 11, 2026December 20, 2025 by CSM Newsdesk
Rob Orr, Chief Operating Officer, Virgin Media O2

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 Finalizes Verint Acquisition to Build Comprehensive Customer Experience Platform

December 20, 2025 by CSM Newsdesk
Two CX softwares joining on a computer screen

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 Launches Agent Operations Center to Bridge Humans and AI

December 20, 2025 by CSM Newsdesk
Contact center operations manager

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 Scores Big in USA TODAY’s “America’s Best Customer Service 2026” Rankings

December 20, 2025 by CSM Newsdesk
Greyhound Buses

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 Unveils AI Assistants to Simplify Complex CX Logic

December 20, 2025 by CSM Newsdesk
Call center agent wuth a headset working in a busy call center

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 Acquires Spiral to Boost AI-Powered CX Insights and Analytics

December 20, 2025 by CSM Newsdesk
Customer analytics

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 Group Strengthens Operating Board with Two Key Appointments

December 20, 2025 by CSM Newsdesk
Managment colleagues

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..

Disrupt ’26: Sabio Expands Europe’s Leading CX Programme as AI Moves Beyond the Hype

December 5, 2025December 2, 2025 by CSM Newsdesk
Disrupt Regional date and location details

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 Boosts Operational Efficiency and Customer Communications With HappyRobot’s AI Agents

December 5, 2025November 26, 2025 by CSM Newsdesk
Happy Robot team

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 Unveils Customer Experience Platform to Power the Agentic Enterprise

December 5, 2025November 21, 2025 by CSM Newsdesk
Customer support representative

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 and SAMY Strengthen Global Partnership to Deliver Next-Gen Customer Experience Solutions

December 5, 2025November 21, 2025 by CSM Newsdesk
A customer reading a message on her phone

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 Announces 2025 New Era of CX Award Champions at CX Summit

December 5, 2025November 21, 2025 by CSM Newsdesk
Five9 New Era of CX Awards

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..

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