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..
NiCE has announced the winners of its 2025 International CX Excellence Awards, honoring organizations from across EMEA and APAC that are redefining customer service with NiCE’s CXone Mpower..
Cekura, an eight-month-old startup, has successfully raised a $2.4 million seed round led by Y Combinator to refine AI voice agents. Founded by IIT Bombay alumni Sidhant Kabra, Tarush Agarwal, and Shashij Gupta..
RingCentral has announced the general availability of its AI Receptionist (AIR), an AI phone agent that uses generative AI to automatically answer customer questions and transfer callers to the right place..
SAP has launched a new cloud edition of SAP Customer Checkout, offering a seamless, efficient, and scalable point-of-sale solution for various industries. The cloud edition includes two components..
Thoma Bravo is in advanced talks to acquire Verint, the customer relationship software company, amidst the AI revolution impacting the CRM sector. The deal value remains undisclosed..
TalkTalk is enhancing its customer service capabilities by leveraging NiCE’s AI-powered platform, CXone Mpower. The collaboration aims to consolidate TalkTalk’s various operating systems into a unified AI platform..
Cognizant and Salesforce have expanded their partnership for deploying AI agents to transform customer and business operations. The services aim to accelerate the adoption of AI-augmented workforces..
Manhattan Associates has introduced new enhancements to Manhattan Active Omni, focusing on improving customer experiences and operational efficiency. The updates include advanced AI-powered tools..
Far too many brands are still failing to implement a personalized loyalty program when it comes to promotions and loyalty – stuck in a vicious circle of blanket discounting, poor data, and squeezed margins..
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..