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..
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..
Zendesk’s latest CX Trends 2026 report reveals a pivotal shift in customer expectations: contextual intelligence, the fusion of AI, data, and human insight, is now the gold standard for delivering exceptional service..
Salesforce is ramping up its AI agent management capabilities with new observability features in its Agentforce 360 platform, aiming to give enterprises insight into AI agent behavior and performance..
NiCE has been named a Leader in the IDC MarketScape European Contact Center-as-a-Service (CCaaS) Vendor Assessment 2025. The evaluation measured vendors on capabilities and strategies..
While most European insurers debate AI strategies in boardrooms, IMA Iberica has quietly deployed the continent’s largest Google Agent Assist implementation. The deployment was carried out by CX leader, Sabio Group..
Stuut Technologies, the first AI platform that automates accounts receivable work for companies, today announced it has raised $29.5 million in combined Series A funding led by Andreessen Horowitz..
Former Amazon AI leaders raise $12.5M to deploy AI that understands user intent in real time, transforming how millions discover products and content online. The round was led by MMC Ventures..
Netigate, a leading European experience management SaaS player, has announced the acquisition of Mopinion, a leading provider of digital customer feedback software, founded and based in the Netherlands..
Content Guru has unveiled a new health and digital social care microsite, underscoring its expanding footprint in the healthcare technology space. The global CX and contact center provider aims to showcase..
Mercatus Outsourcing has partnered with Voiso to strengthen its customer engagement capabilities across the EMEA region, combining operational expertise with AI-powered contact center technology..
WestCX, part of West Technology Group, has launched Engage, a next-generation AI-native engagement platform designed to transform how healthcare organizations communicate with patients..
Australian Motoring Services (AMS) has slashed call handling and dispatch response times by up to 50% after deploying the Boomi Enterprise Platform. The Platform now enables real-time, two-way data sync..
Amplitude has launched AI Feedback, a new generative AI engine that automatically transforms customer feedback into prioritized, actionable insights. Fully integrated with Amplitude Analytics..
Freshworks has introduced a new suite of AI-driven enhancements for its Freshdesk platform, designed to reduce service fragmentation, improve resolution times, and deliver more personalized experiences..
RingCentral has introduced a new Customer Engagement (CE) Bundle designed to enhance lightweight contact centers by integrating advanced queue management and SMS shared inbox features..
Salesforce has announced plans to acquire Spindle AI, a specialist in agentic analytics and machine learning designed to enhance data-driven decision-making at scale..