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..
In a move set to provide consumer brands with deeper visibility into the customer journey, Alloy.ai and LiftLab have announced a strategic partnership aimed at solving one of the most persistent challenges in retail..
Aurasell has announced the launch of the world’s first AI-Native Go-To-Market Operating System (GTM OS). The platform is engineered to run intelligent, automated workflows directly on top of existing enterprise environments..
Udemy, the AI-powered skills acceleration platform, has announced a strategic integration with OpenAI, bringing its vast library of professional development content directly into the ChatGPT interface. The move aims to transform..
Crisp has announced the general availability of Crisp AI Agents. The new platform is designed to automate retail operations for Consumer Packaged Goods (CPG) brands and retailers by leveraging daily, store-level intelligence..
Transit Technologies has announced the launch of its new Workforce Management solution, a purpose-built platform designed to help public transit agencies and private operators transition away from legacy systems..
Exotel has officially launched Harmony in the Middle East. Unveiled at the IDC CIO Summit, the AI-powered, human-assisted CX orchestration platform is designed to bridge the gap between disconnected communication silos..
In a move signaling the shift from AI experimentation to full-scale operational deployment, global AI solutions provider Dyna.Ai has announced an exclusive partnership with Saudi-based IT service leader ejada Systems..
Genesys and Fujitsu have announced the successful transformation of AEON Financial Service’s contact center operations. The financial giant has overhauled its customer engagement capabilities, reporting improvements..
Oracle has announced the introduction of new role-based AI agents within its Oracle Fusion Cloud Applications, designed to help organizations deliver intelligent customer experiences (CX) at scale. The new agents..
Medallia has used its flagship conference, Experience ‘26, to unveil a significant expansion of its innovation agenda. The announcement centers on a suite of generative AI (GenAI) capabilities designed to democratize data analytics..
Five9 has officially announced the winners of its 2025 Global Partner Awards. The annual accolades serve to recognize the partners within the Five9 ecosystem that have demonstrated exceptional performance..
European AI leaders Speechmatics and Boost.ai have announced a strategic partnership. The collaboration aims to accelerate the deployment of enterprise-grade voice AI across Europe’s most highly regulated industries..
Wiland, a prominent player in predictive audience intelligence, has announced the launch of RetailSignals, a new solution designed to help retailers transform real-world consumer spending behavior into actionable insights..
Prime Bridge Solutions has officially announced its entry into the international Business Process Outsourcing (BPO) and customer experience (CX) arena. The rising provider has launched a new global customer experience platform..
New data by business communications provider Esendex has unveiled how industries stack up when it comes to customer service excellence, with financial services ranking best for the second year, and telecoms the worst..
ANZ has announced a significant leap in its digital transformation journey, deploying Salesforce’s Agentforce 360 platform within its new Customer Relationship Management (CRM) tool. The move marks ANZ as the first bank..
Loyyal has announced the launch of Perxi AI. Billed as the world’s first “AI Agent of Loyalty,” the new tool is designed to democratize high-level customer retention strategies for small and medium-sized enterprises (SMEs)..
ai.com has officially launched its autonomous AI agent platform. Founded by the co-founder and CEO of Crypto.com, the new venture aims to transition the industry from passive chatbots to proactive digital assistants..
Invosys has announced a strategic partnership with AI-driven contact centre provider MaxContact. The collaboration aims to merge secure cloud communications with advanced AI capabilities to transform CX..