CSM Newsdesk

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..

Healthcare leaders looking to sharpen consumer experience strategies through AI and human performance will be heading to Palm Beach, March 2-5, as League has revealed the keynote lineup for League Connect 2026..

CX outsourcing provider TLCx has appointed DeJon Gaines as Chief Technology Officer, as the company accelerates its AI and digital transformation strategy. In his new role, Gaines will own TLCx’s end-to-end technology strategy..

Lorikeet has launched a new AI co-worker designed to help CX teams understand why support metrics change—and automatically act on those insights. The customer support AI vendor announced the release of Coach..

Galway County Council has officially adopted its Customer Services Action Plan 2025-2029, a strategic roadmap designed to overhaul the citizen experience and modernize how the local authority engages with the public..

Just Eat has announced the launch of a pioneering AI-powered voice assistant, marking a shift in how UK consumers interact with food delivery platforms. The tool is the first of its kind to hit the UK food market..

Assembled, the AI-driven customer support orchestration platform, has announced the general availability of its AI-powered Schedule Generation tool. The new engine is designed to automate one of the most labor-intensive aspects..

Bouygues Telecom’s partnership with Sabio Group demonstrates how expert strategic guidance before vendor selection can accelerate cloud migration success. Sabio has demonstrated the critical value of pre-implementation..

Today, CommBox announces Era AI Voice, an enterprise-grade AI voice agent built to deliver measurable outcomes quickly, without replacing existing infrastructure. Era automates service end-to-end and handles bookings..

After proving its platform in highly regulated banking environments across Latin America, Jelou is now bringing WhatsApp-based transactional AI to U.S. businesses. The company has already processed more than $100 million..

Dalet, a leading provider of media technology and services, has announced the appointment of Gwen Braygreen as its new Executive Vice President and Chief Customer Officer (CCO). Gwen will lead Dalet’s global customer success and support divisions.

In a blow to enterprise productivity and unified communications, Microsoft 365 was hit by an outage on Thursday, January 22, leaving thousands of organizations unable to access core collaborative tools..

Lindex has announced a modernization of its store operations, leveraging Microsoft Intune and RFID technology to empower frontline employees and elevate in-store customer experience (CX)..