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..
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..
Of the approximately 1,200 community-related concerns lodged on the Citizens Connect App since its launch in March, more than 875 have been resolved. Guyanese citizens have used the app to report matters relating to service..
Health Net has been named one of America’s Best Customer Service in Financial Services 2026, a national recognition published by USA TODAY in partnership with independent research firm Plant‑A Insights Group..
New research by AnswerConnect shows attitudes toward AI in customer service are worsening, with more customers rejecting bots, losing trust, and choosing human support. The research reveals a growing consumer backlash against AI..
Talkdesk has expanded its Customer Experience Automation (CXA) platform with the launch of new proactive AI agents specifically tailored for the retail and financial services sectors. The new tools are designed to transition from reactive service models..
French fashion retailer Gémo has revealed a significant boost in its digital performance metrics following the implementation of Algolia’s AI Search and Retrieval platform. The partnership is aimed at enhancing the discovery experience..
GoTo has announced the launch of GoTo Connect CX Complete, an AI-powered platform designed to consolidate customer experience (CX) functions for small and midsized businesses (SMBs). The new offering integrates GoTo Connect..
At its annual Relate conference, Zendesk has unveiled a strategic shift in its AI roadmap, introducing what it calls the Autonomous Service Workforce. The move signals an evolution away from traditional, deflection-based chatbots..