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..
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..
Sabio Group, the AI-powered expert services partner specialising in CX transformation, has launched a defibrillator and heart health initiative in memory of a much-loved colleague who passed away..
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..
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..