The latest news for the customer service industry. CSM brings you industry news, views and opinion that keeps you up to date in the world of customer service management and experience..
Virgin Media O2 has revealed that its ongoing digital transformation has eliminated 1.3 million unnecessary call transfers over the past year, by integrating AI-driven routing and a massive agent upskilling initiative..
FirstComm has entered the next generation of business communications with the launch of AscendOne, a unified platform designed to bridge the gap between UC, CC and Artificial Intelligence (AI)..
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..
Google is officially entering the race for purpose-built retail AI, signaling a major shift in how brands interact with consumers. The search giant has unveiled a suite of tools designed to help retailers deploy AI agents..
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..
iQor CXBPO, a global provider of customer experience (CX) solutions, has announced the acquisition of OP360, a high-growth BPO provider recognized for its operational excellence and “people-first” culture..
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..