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..
Microsoft is introducing three distinct AI agents—Customer Assist, Quality Assurance, and Service Operations—designed to work in tandem to manage the end-to-end lifecycle of customer service operations..
According to a recent survey of customer service and support leaders, 85% are expanding the responsibilities of human agents as AI begins to absorb routine volumes. The research, conducted by Gartner..
Superloop has unveiled its next-generation AI assistant, Teddy, marking a shift from traditional chatbots toward action-oriented digital support. Teddy is integrated directly into the Superloop app and website..
The Home Depot has announced an overhaul of its customer service infrastructure, deploying a new AI-powered voice agent system across its U.S. stores. Built on Google Cloud’s Gemini Enterprise for Customer Experience..
Sierra, the conversational AI platform co-founded by Bret Taylor and Clay Bavor, has announced the acquisition of Fragment, a French startup specializing in AI-driven workflow automation..
Cloud contact center solution provider TCN has announced a series of updates to its platform, focusing on centralized automation, real-time data insights, and increased omnichannel performance..
WestCX has announced the launch of WestCX Orchestrate, a new platform designed to serve as a system of action for highly regulated sectors. The platform aims to bridge the gap between fragmented engagement..
A new study has highlighted a major experience gap in the customer service sector, revealing that businesses consistently rate their own performance much higher than their customers do. The research, conducted by Moneypenny..
ServiceNow and Google Cloud have announced an expansion of their strategic partnership, introducing new AI solutions designed to enable autonomous operations across 5G networking, retail, and IT systems..
Leading organisations from across the UK have been recognised for excellence in customer service and experience at the CCA Excellence Awards 2026. Hosted by CCA Global the awards brought together around 500 senior leaders..
iOPEX Technologies has unveiled SuccessPilot, a suite of autonomous and semi-autonomous AI agents designed to embed intelligence directly into Customer Success operations. Built on the company’s ElevAIte platform..
Sabio Group delivers mission-critical cloud migration for the Netherlands’ largest energy provider, serving 2.5 million customers — migrating in under 12 weeks, with zero critical incidents while transforming agent satisfaction in the process..
Google Cloud has named ElevenLabs a 2026 Google Cloud Marketplace Partner of the Year for Applied AI. The accolade highlights the company’s contributions to technical excellence and its ability to deliver measurable success..
According to the State of Agent Experience 2026 report released by Verint, the contact center industry is facing a retention crisis, with nearly one-third of agents considering an exit in the near future..
Learning Pool, a provider of learning and performance solutions, has announced the acquisition of WorkStep, an AI-powered employee engagement platform specifically designed for the frontline workforce..
At Adobe Summit 2026, Adobe has introduced a new brand visibility solution designed to help organizations manage how their brand is represented across both human-centric digital channels and AI-powered discovery surfaces..
In less than a year, Coral has grown to multiple millions in revenue, pushed complete patient intakes to under five minutes and is winning customers in infusion and specialty pharmacy who trust it enough to pay full contracts upfront.
Marks & Spencer (M&S) has announced a transformation of its Sparks loyalty programme, marking a strategic shift toward a data-driven, cash-back model. The refresh is designed to simplify the rewards process for customers..
Sabio Group today announced that one of motorsport’s most respected voices on data strategy and high-performance AI will close this year’s Disrupt London 2026 event as its keynote speaker..