Customer Service News

Vonage has launched a native integration of its Contact Center with ServiceNow Voice, embedding enterprise-grade voice and AI capabilities into ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) workflows..

Meta is launching a suite of new AI tools designed to overhaul customer support across Facebook and Instagram. The move aims to provide faster, more accurate assistance, but raises questions about the role of humans..

The J.D. Power 2026 U.S. Telecom Digital Experience Study  highlights that while T-Mobile and Mint Mobile are setting the pace for digital satisfaction, the industry at large is struggling to provide a consistent experience..

Salesforce has once again been recognized by Ethisphere as one of the World’s Most Ethical Companies, marking the 17th time the CX leader has received the honor. The accolade reinforces its claim that trust is a core value..

Verint has announced an addition to its executive leadership team, appointing Teresa Anania as Chief Customer Officer (CCO). Anania brings over 25 years of experience in the enterprise software and customer success sectors..

The CCMA (Contact Centre Management Association) has announced the findings of its 2026 UK Contact Centre Salary Guide. The report reveals increasingly complex roles in the contact centre industry..

Avaya has announced the launch of Avaya Nexus, a next-generation, cloud-native communications platform engineered specifically for high-stakes environments where downtime is not an option..

Infobip has released its Messaging Trends Report 2026. The report highlights the shift to conversational experiences, with nearly 98% of traffic now sent by customers using multiple channels..

Netigate has appointed Kees Wolters as Group Chief Marketing Officer. Wolters, co-founder of the digital feedback platform Mopinion, joins the role following Netigate’s acquisition of the company..

In a world shaped by AI, the companies that win are the ones that understand customers in context and act when it matters. At X4, Qualtrics announced new capabilities across the Customer Experience suite..

In a move that signals a shift toward greater transparency in the AI-driven landscape, CallRail has announced it is the first lead engagement platform in its category to achieve ISO 42001 certification..

Krisp has announced the launch of its new Customer Accent Conversion capability, a real-time, inbound AI solution designed to bridge the comprehension gap between contact center agents and customers..

Comviva has launched NGAGE for Enterprises, a next-generation CPaaS platform designed to deliver seamless, secure, and intelligent customer experiences at scale. The platform integrates omnichannel communication..

In a move designed to shift the focus from AI experimentation to measurable business results, digital technology and customer experience (CX) specialist Movate has announced a strategic partnership with Kahuna Labs..

1mind, the company behind AI “Superhuman” – digital teammates that act as across voice, video, and text –  is partnering with Clari + Salesloft to bring real-time, AI-powered revenue orchestration to enterprise sales teams..

According to Metrigy’s Customer Experience Optimization 2025-26 – Consumer Views study, the appetite for AI remains remarkably low. 84.7% of participants said they would prefer interacting with a human..

Accenture has announced a definitive agreement to acquire Ookla, a global leader in network intelligence, competitive benchmarking, and customer experience (CX) analytics..

LivePerson has introduced Syntrix, a new simulation and evaluation platform designed to help enterprises deploy customer-facing AI and enhance customer experience (CX) with AI and live agents..