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..
SAP SE has appointed Thomas Saueressig as Chief Customer Officer to lead its new Customer Value Group. Launching April 1, the unified Board area aims to streamline the company’s CX and delivery models..
ServiceNow’s Third Customer Experience (CX) Report, based on insights from over 5,000 Indian consumers and 425 customer service professionals, reveals that while automation is improving speed and convenience, gaps continue..
Krisp has announced the launch of Listener-side Accent Conversion. The real-time, voice AI solution is designed to bridge the gap in comprehension during live conversations, specifically targeting the needs of global enterprises..
Formula 1 is accelerating its digital transformation strategy through an expanded partnership with Salesforce, launching a new AI-powered fan companion agent designed to deepen engagement across its global audience..
Deloitte Central Europe (CE) and ElevenLabs have announced a strategic collaboration aimed at transforming the customer experience (CX) through Agentic AI. The partnership marks a significant milestone for ElevenLabs..
Level AI has announced an expansion of its full-stack agentic CX platform. The move aims to redefine industry standards by moving away from siloed virtual agents in favor of a unified ecosystem that balances human and artificial intelligence..
The latest annual UK airline customer satisfaction survey from Which? has highlighted a widening gap in the aviation industry’s service delivery. While some carriers are flying high, others such as Ryanair are failing..
Burger King is doubling down on conversational AI to refine its frontline customer experience (CX), introducing an OpenAI-powered assistant designed to monitor service standards and streamline restaurant operations..
Salesforce has announced the launch of Agentforce for Communications, a specialized suite of five AI agents designed to help the telecommunications industry navigate complex sales cycles and mounting customer retention pressures..
Sweep has launched Multi-Org Agent for Salesforce, a new agent designed for enterprises with multiple Salesforce organizations. Multi-Org Agent maps every dependency, automation, and rule across fragmented Salesforce environments..
BluStream has announced the launch of Polly—an AI advisor that can be used for any product. Powered by the BluStream Product Experience (BluStream PX) platform, Polly creates a constant connection between a brand and its customers..
WOW24-7 has launched its Automation and AI Department (AAD). The dedicated business unit is designed to centralize the company’s expertise across agentic AI design, hybrid AI–human orchestration..
8×8, Inc. has announced the launch of 8×8 Smart Assist, an AI-powered solution designed to transform the agent experience by embedding real-time guidance and intelligent automation directly into the contact center workflow..
General Magic today announced a US$7.2M seed funding round. The company’s AI agents reduce inbound calls by 30%, deploy in 3 minutes and save teams 250+ hours monthly across pre-quote, post-quote, and claims workflows..
Sinch has announced a strategic partnership with Lovable, the Swedish-based AI software creation platform. The collaboration will see Sinch’s communications infrastructure deeply integrated into the Lovable Cloud..
Vida, a prominent player in the AI phone agent space, has announced an expansion of its operating system designed to move enterprise AI from experimental pilots to full-scale production. Unveiled this week at MSP Expo..
Genesys has announced the launch of the industry’s first agentic virtual agent specifically designed for the enterprise CX sector. Powered by Large Action Models (LAMs), the new Genesys Cloud Agentic Virtual Agent..
Vonage has announced a strategic collaboration with C3 AI to launch a new agentic AI solution designed specifically for mobile field operations. The joint offering, C3 AI Field Services, integrates Vonage’s suite of Communications..
NiCE has released its latest research, “The Agentic AI CX Frontline,” providing what it claims is the industry’s first quantifiable evidence of AI-first customer experience operating at scale. The report highlights how global enterprises..