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..
Beebe Healthcare has announced the official transition to a new patient surveying platform, aimed at capturing more timely and actionable feedback to improve responsiveness to patients and their families. Patients can expect to receive surveys within days..
Salesforce has announced a $1 billion investment in Switzerland over the next five years, aiming to accelerate the country’s transition toward agentic AI. The announcement was made by Salesforce Chair and CEO Marc Benioff..
Nationwide Building Society has been named the UK’s leading brand for customer service, securing a score of 87.3 out of 100 in the latest UK Customer Satisfaction Index (UKCSI). Banks and building societies have now outperformed the retail sector..
UK telecoms regulator Ofcom has handed Virgin Media a £28 million fine following a multi-year investigation that revealed the provider deliberately obstructed customers attempting to cancel their contracts or switch to competitors..
New data from the Better Business Bureau (BBB) reveals that over 90% of customer reviews mentioning AI services on its platform express negative experiences. The data suggests a growing sense of alienation among consumers when interacting with AI..
Amazon Web Services (AWS) has launched Agentic CX designer (NLX) for Amazon Connect. The new tool provides a no-code canvas designed to help organizations build and deploy AI-powered self-service experiences across voice and digital channels..
Salesforce has launched Agentforce Help Agent, a new autonomous service solution designed to reduce the time and complexity required to deploy AI-driven customer support. A key feature of the release is its pay-per-resolution pricing..
Genesys has announced the acquisition of Pinkfish, a specialist in agentic orchestration workflows, in a move designed to accelerate the transition from conversational AI to autonomous enterprise execution..
New EU legislation mandates that online businesses selling financial products or services must provide customers with the legal right to speak to a human representative. Ireland has officially signed the European Union’s Directive 2023/2673 into law..
Five9 has announced the appointments of Niranjan Vijayaragavan as Five9’s new Chief Technology Officer, Rob Hornish as its new Chief Sales Officer, and Sven Linsmaier as Executive Vice President, Transformation and Strategy..
Gala Technology, the UK fintech company behind the award-winning SOTpay secure payment platform, has launched Chloe by SOTpay, the new Securafone AI Booking Concierge designed to help hotels answer booking calls..
Zenarate, the leader in AI Simulation Training and Frontline Performance, today announced Evolve, an agentic conversational AI platform that helps enterprises automate, validate and continuously improve tier 1 and tier 2 customer interactions..
A new report highlighting the state of customer experience in the US in 2026 suggests a widening chasm between corporate automation goals and consumer reality. According to a collection of accounts from Guardian readers in the US..
Conduent has announced a suite of new AI-powered capabilities for its Next Generation CX Platform. The updates focus on breaking down language barriers, accelerating agent onboarding, and utilizing voice enhancement technology..
CallMiner has announced the expansion of its RealTime platform with the introduction of new agentic AI guidance capabilities. The update is designed to provide contact center associates with on-demand, context-aware support..
Probook, the AI Operating System for home service businesses, today announced $40 million in funding. The investment comprises a $34 million Series A led by Andreessen Horowitz (a16z) and a $6 million Seed round led by Sequoia Capital..
The UK’s customer experience elite gathered at Old Billingsgate in London last night for the UK National Contact Centre Awards 2026. Organized by the Contact Centre Management Association (CCMA), the event brought together over 1,000 professionals..
Alvaria, a specialist in outbound orchestration, has announced a new integration with Parloa’s agentic AI platform. The collaboration brings sophisticated AI capabilities to the Alvaria Intelligence Platform (AIP), focusing on proactive customer engagement..
TELUS Digital has announced a strategic partnership with Cresta, a unified customer experience (CX) AI platform, to streamline the deployment of AI agents and real-time human augmentation tools within the enterprise..