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..
Comviva has launched NGAGE for Enterprises, a next-generation CPaaS platform designed to deliver seamless, secure, and intelligent customer experiences at scale. The platform integrates omnichannel communication..
Sabio Group, the AI-powered expert services partner specialising in CX transformation, has launched a defibrillator and heart health initiative in memory of a much-loved colleague who passed away..
In a move designed to shift the focus from AI experimentation to measurable business results, digital technology and customer experience (CX) specialist Movate has announced a strategic partnership with Kahuna Labs..
1mind, the company behind AI “Superhuman” – digital teammates that act as across voice, video, and text – is partnering with Clari + Salesloft to bring real-time, AI-powered revenue orchestration to enterprise sales teams..
According to Metrigy’s Customer Experience Optimization 2025-26 – Consumer Views study, the appetite for AI remains remarkably low. 84.7% of participants said they would prefer interacting with a human..
Accenture has announced a definitive agreement to acquire Ookla, a global leader in network intelligence, competitive benchmarking, and customer experience (CX) analytics..
LivePerson has introduced Syntrix, a new simulation and evaluation platform designed to help enterprises deploy customer-facing AI and enhance customer experience (CX) with AI and live agents..
SAP SE has appointed Thomas Saueressig as Chief Customer Officer to lead its new Customer Value Group. Launching April 1, the unified Board area aims to streamline the company’s CX and delivery models..
ServiceNow’s Third Customer Experience (CX) Report, based on insights from over 5,000 Indian consumers and 425 customer service professionals, reveals that while automation is improving speed and convenience, gaps continue..
Krisp has announced the launch of Listener-side Accent Conversion. The real-time, voice AI solution is designed to bridge the gap in comprehension during live conversations, specifically targeting the needs of global enterprises..
Formula 1 is accelerating its digital transformation strategy through an expanded partnership with Salesforce, launching a new AI-powered fan companion agent designed to deepen engagement across its global audience..
Deloitte Central Europe (CE) and ElevenLabs have announced a strategic collaboration aimed at transforming the customer experience (CX) through Agentic AI. The partnership marks a significant milestone for ElevenLabs..
Level AI has announced an expansion of its full-stack agentic CX platform. The move aims to redefine industry standards by moving away from siloed virtual agents in favor of a unified ecosystem that balances human and artificial intelligence..
The latest annual UK airline customer satisfaction survey from Which? has highlighted a widening gap in the aviation industry’s service delivery. While some carriers are flying high, others such as Ryanair are failing..
Burger King is doubling down on conversational AI to refine its frontline customer experience (CX), introducing an OpenAI-powered assistant designed to monitor service standards and streamline restaurant operations..
Salesforce has announced the launch of Agentforce for Communications, a specialized suite of five AI agents designed to help the telecommunications industry navigate complex sales cycles and mounting customer retention pressures..
Sweep has launched Multi-Org Agent for Salesforce, a new agent designed for enterprises with multiple Salesforce organizations. Multi-Org Agent maps every dependency, automation, and rule across fragmented Salesforce environments..
BluStream has announced the launch of Polly—an AI advisor that can be used for any product. Powered by the BluStream Product Experience (BluStream PX) platform, Polly creates a constant connection between a brand and its customers..
WOW24-7 has launched its Automation and AI Department (AAD). The dedicated business unit is designed to centralize the company’s expertise across agentic AI design, hybrid AI–human orchestration..