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..
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..
Salesforce has entered into a definitive agreement to acquire Fin, the customer agent platform formerly known as Intercom. The acquisition is designed to integrate Fin’s autonomous agent technology into the Salesforce ecosystem..
8×8 has announced an expansion of its AI Studio platform, introducing a suite of new capabilities designed to streamline global customer interactions. The update is headlined by live simultaneous voice translation..
CRM and Business Transformation Outsourcing (BTO) provider Atento has announced an expansion of its technology portfolio, specifically targeting organizations that choose to manage their customer experience (CX) operations internally..
Adobe has announced the general availability of Adobe CX Enterprise Coworker, an outcomes-based agentic AI solution designed to transition organizations from AI experimentation to practical application. The new offering integrates..
Sprinklr, the AI-native platform for Unified Customer Experience Management (Unified-CXM), has announced the launch of LLM Insights. This new capability, integrated within Sprinklr Insights, is designed to help enterprises monitor their brands..
SuccessKPI, a leading cloud-native performance platform for agentic and human CX, today announced it has been recognized as a featured vendor in the new “Workforce Management in the Age of AI: 2026 CX Market Report”..
Meta has announced the launch of Meta Business Agent, a new AI-driven tool designed to help organizations automate customer interactions and scale personalized experiences across WhatsApp, Messenger, and Instagram..
Through new strategic partnerships with agentic AI providers Avaamo and Syndeo, Vonage is embedding specialized AI agents directly into the Vonage Contact Center (VCC) to support the healthcare, financial services, and retail sectors..
Insurtech firm Hippo has announced the scaling of Hannah, its AI-powered service representative, marking a milestone in the company’s pivot toward AI-driven customer engagement..
Digital product and marketing agency Moxie Labs has announced the general availability of FNGRFOOD, a cloud-based customer experience (CX) platform designed specifically for the restaurant and hospitality sectors..
Cresta, the unified customer experience (CX) AI platform, has announced the launch of Synthetic Customers, a new capability designed to create realistic customer personas derived directly from an enterprise’s historical conversation data..
Sprinklr has announced the acquisition of assets from ViralMoment, an AI-powered social video intelligence provider. The move is designed to integrate advanced video and image analytics into Sprinklr’s Unified-CXM platform..