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..
When it comes to customer satisfaction in the fast-food industry, Chick-fil-A has once again claimed its spot at the top. For the 11th consecutive year, the beloved restaurant chain has outshone competitors..
According to Forrester’s global Customer Experience Index (CX Index™) 2025 rankings, ongoing challenges that drove last year’s decline in customer experience (CX) quality continue to impact consumers..
As AI agents reshape work across industries, SuperDial is targeting one of healthcare’s most expensive and invisible burdens: administrative phone calls. Today, the company announced $15 million in new funding..
New Quantum Metric research highlights the importance of balancing human and AI-powered customer support in today’s omnichannel era. The new report, ‘The support struggle: Bridging the digital divide’ explores..
Sabio Group is delighted to congratulate several of its customers on their outstanding successes at the UK National Contact Centre Awards. Sabio’s clients secured an impressive array of wins across numerous..
TTEC today announced the expansion of its strategic partnership with Zendesk, a pioneer in agentic AI-powered service. With hundreds of TTEC enterprise clients already using Zendesk solutions, this enhanced agreement..
Sanas, provider of the world’s first Real-Time Speech Understanding Platform, today unveiled its AI-powered Real-Time Speech-to-Speech Language Translation technology. Sanas’ breakthrough AI architecture..
Sabio Group’s first-ever Disrupt event in France concluded this week with resounding success, selling out completely as French customer experience leaders gathered to explore how AI is transforming CX..
Firstsource Solutions has partnered with Sanas, a provider of real-time speech understanding technology, to enhance customer conversations using AI. The platform aims to eliminate language barriers..
Bulb Technologies, Geomant, and Buzzeasy have jointly launched GRAIA, a unique Agentic CCaaS and Agentic AI platform. GRAIA is distinguished as the sole Agentic CX platform with fully owned CCaaS IP..
Allina Health has introduced “Alli,” an AI agent powered by SoundHound AI’s Amelia conversational AI platform to streamline patient access and enhance customer service. Alli operates within Allina Health’s CX center..
Salesforce is set to acquire Informatica, an AI-powered cloud data management company, in an $8 billion equity deal. The acquisition is aimed at enhancing Salesforce’s data infrastructure and agentic AI..
The Ministry of Industry and Commerce’s Metal Testing Center in Bahrain was honored with a prestigious Golden Shield under the government’s ‘Taqyeem 5’ service evaluation initiative..
ENTOUCH has been awarded the Customer Service Award by the Business Intelligence Group for its excellence in energy management solutions and smart building technology..
Bright Pattern and OmniSphere360 have announced a partnership to combine AI-powered contact center software with unified communication solutions. The partnership aims to provide AI-enhanced customer journeys..
New India Assurance Co. Ltd., Oman, has been honored with the Times of Oman Best Brand in Customer Experience Award in the insurance category at the Oman CX Awards 2025..
Toshiba has partnered with Olímpica S.A. to enhance customer experiences and modernize checkout processes. Olímpica S.A. becomes the first retailer in Latin America to implement Toshiba’s full ELERA Security Suite..
Salesforce has introduced Agentforce for Financial Services, a new AI-driven solution designed to help financial institutions manage their dwindling workforces and rising client expectations..
UK consumers could receive up to £70 each following a £200m settlement approved by the Competition Appeal Tribunal against Mastercard. The lawsuit concerns transaction fees imposed from 1992 to 2008..