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..
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..
Impress Computers, an IT services provider, has earned the World-Class Customer eXperience Trained (WCCXT) certification. The certification process was overseen by The DiJulius Group, a consultancy renowned for its work with global service leaders..
Digital marketing platform Constant Contact has announced the appointment of Megan Anderson as its new Chief Customer Officer (CCO). In her new role, Anderson is tasked with leading the company’s customer success, support and experience..
Stackable Labs has announced the launch of a new developer platform designed to move customer service messaging beyond standard text-based interactions. The platform functions as an experience layer for Zendesk Messenger..
At the national Energy Awards, which celebrate the best innovations, campaigns and service developments across the energy sector, UK Power Networks was named Data Centre Development of the Year for its SHIELD initiative..
Avaya has announced a partnership with Tokyo-based robotics startup avatarin Inc. to integrate Physical AI into the modern customer experience ecosystem. By leveraging the Avaya Infinity platform, avatarin is bridging the gap..
NiCE has announced a strategic partnership with global CX and digital services leader Konecta. The collaboration aims to accelerate the deployment of AI-first solutions, leveraging agentic AI to drive operational scale..
Virgin Media O2 has announced a new collaboration with the Institute of Customer Service (ICS) to launch a bespoke, accredited training programme for its contact centre staff. The initiative aims to equip agents with the skills necessary..
Spendflo has launched Flo AI, an autonomous procurement workforce designed for mid-market companies. Flo AI runs the complete procurement lifecycle: intake, approvals, vendor management, contract review, and accounts payable..
The Namibian government aims to bolster its national service standards with the launch of the National Customer Service Excellence Initiative. Spearheaded by the Ministry of Environment, Forestry and Tourism, alongside the Ministry of Home Affairs..
Texas-based customer experience provider ContactPoint 360 has announced a new service delivery model, placing embedded AI at the core of its global operations. The company is moving to position CX as growth infrastructure..
NiCE has announced the launch of a joint solution with ServiceNow designed to close the functional gap between customer engagement and back-office execution. By integrating NiCE’s CXone platform with ServiceNow Customer Service Management (CSM)..
Quiq has announced the expansion of Voice AI and a rebranding, marking a strategic pivot toward moving AI from experimental pilots into full-scale production. The update addresses a common pain point in the CX industry..