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..
Learning Pool, a provider of learning and performance solutions, has announced the acquisition of WorkStep, an AI-powered employee engagement platform specifically designed for the frontline workforce..
At Adobe Summit 2026, Adobe has introduced a new brand visibility solution designed to help organizations manage how their brand is represented across both human-centric digital channels and AI-powered discovery surfaces..
In less than a year, Coral has grown to multiple millions in revenue, pushed complete patient intakes to under five minutes and is winning customers in infusion and specialty pharmacy who trust it enough to pay full contracts upfront.
Marks & Spencer (M&S) has announced a transformation of its Sparks loyalty programme, marking a strategic shift toward a data-driven, cash-back model. The refresh is designed to simplify the rewards process for customers..
Sabio Group today announced that one of motorsport’s most respected voices on data strategy and high-performance AI will close this year’s Disrupt London 2026 event as its keynote speaker..
Twilio has announced the launch of a new Flex SDK, allowing enterprises to integrate contact center functionality directly into their existing applications. The move includes an integration with Salesforce’s Agentforce Service..
8×8 has announced the early availability of 8×8 AI Studio, a native development environment designed to allow organizations to build, test, and deploy AI agents directly within its CX platform..
Sabio Group is proud to announce that it has achieved elite partner status — the highest tier of accreditation available within the Genesys Ascend partner programme. To achieve Elite status, partners must evidence a strong track record of successful deployments..
GOCare and SCTelcom have announced a new partnership aimed at transforming the customer journey for rural broadband subscribers through frictionless digital communication..
Serve First, an AI-driven customer experience and performance management platform, has raised £5 million in new funding from Pembroke VCT and the Midlands Engine Investment Fund II via Mercia Ventures..
SoundHound AI has announced a strategic partnership with the Associated Carrier Group (ACG) to bring agentic AI technology to mobile network operators. The collaboration aims to modernize customer service..
Five9 and Assembled have announced an expansion of their partnership, aimed at addressing the growing complexity of managing contact center workforces that now include a mix of human agents and AI-enabled workflows..
Openreach has implemented proactive AI agents from NiCE Cognigy to enhance customer engagement across 15 million broadband upgrade journeys in the UK. The AI-driven approach shifts from reactive to proactive..
Fiber network provider Segra has announced the launch of SkyVoice, a unified cloud communications platform designed to consolidate voice, collaboration, and contact center functionalities..
TTEC today announced AI Gateway, a new software solution by TTEC Digital designed to connect modern AI capabilities with legacy contact center infrastructure through a single integration..
Inntelo AI, the UK-based AI hospitality platform, has been selected by CityBlue Hotels, one of Africa’s fastest-growing hotel groups, to deploy AI concierge agents across hotel operations in Africa..
Cyara, the global leader in AI-powered customer experience (CX) assurance, today announced new agentic testing and AI governance capabilities that give enterprises the tools to validate, monitor, and control AI agents..
The collaboration integrates Five9’s cloud contact center innovation with Aspect’s AI-powered workforce management and aims to drive operational efficiency and real-time staffing accuracy..
In a move designed to bridge the gap between data collection and operational execution, Atombit has announced a strategic partnership with CallMiner. The collaboration is set to provide enterprises with a unified approach..