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..
CX outsourcing provider TLCx has appointed DeJon Gaines as Chief Technology Officer, as the company accelerates its AI and digital transformation strategy. In his new role, Gaines will own TLCx’s end-to-end technology strategy..
Lorikeet has launched a new AI co-worker designed to help CX teams understand why support metrics change—and automatically act on those insights. The customer support AI vendor announced the release of Coach..
Galway County Council has officially adopted its Customer Services Action Plan 2025-2029, a strategic roadmap designed to overhaul the citizen experience and modernize how the local authority engages with the public..
Just Eat has announced the launch of a pioneering AI-powered voice assistant, marking a shift in how UK consumers interact with food delivery platforms. The tool is the first of its kind to hit the UK food market..
Assembled, the AI-driven customer support orchestration platform, has announced the general availability of its AI-powered Schedule Generation tool. The new engine is designed to automate one of the most labor-intensive aspects..
Bouygues Telecom’s partnership with Sabio Group demonstrates how expert strategic guidance before vendor selection can accelerate cloud migration success. Sabio has demonstrated the critical value of pre-implementation..
Today, CommBox announces Era AI Voice, an enterprise-grade AI voice agent built to deliver measurable outcomes quickly, without replacing existing infrastructure. Era automates service end-to-end and handles bookings..
After proving its platform in highly regulated banking environments across Latin America, Jelou is now bringing WhatsApp-based transactional AI to U.S. businesses. The company has already processed more than $100 million..
Dalet, a leading provider of media technology and services, has announced the appointment of Gwen Braygreen as its new Executive Vice President and Chief Customer Officer (CCO). Gwen will lead Dalet’s global customer success and support divisions.
In a blow to enterprise productivity and unified communications, Microsoft 365 was hit by an outage on Thursday, January 22, leaving thousands of organizations unable to access core collaborative tools..
Lindex has announced a modernization of its store operations, leveraging Microsoft Intune and RFID technology to empower frontline employees and elevate in-store customer experience (CX)..
The latest UK Customer Satisfaction Index (UKCSI) has revealed a significant recovery in service levels with First Direct, John Lewis, and Hays Travel emerging as the frontrunners in the race for consumer loyalty..
The DDC Group has officially entered the agentic AI arena with the launch of its new DDC Evora platform. The platform is engineered to bridge the gap between automated efficiency and human empathy..
In a move designed to transform how enterprises turn customer insights into immediate action, Medallia and Ada have announced a strategic partnership. The collaboration unifies Medallia’s deep omnichannel intelligence..
ServiceNow and OpenAI have announced an expanded strategic collaboration designed to power the next generation of agentic AI experiences. The agreement aims to provide customers with direct access..
Cineplex, Canada’s leading entertainment and media brand, has agreed a partnership with ecommerce technology leader Rokt to integrate AI-driven relevance into its digital transaction flow..
In a move to bolster the reliability of agentic AI within the contact center, NiCE Cognigy has announced the launch of Simulator, an AI performance lab designed to to deploy production-grade AI agents at scale..
Moneypenny has welcomed Darren Stott to the team as a Customer Experience (CX) Specialist, strengthening its ability to help clients improve customer journeys and unlock growth through better experiences..
CX management company Atento and conversational AI specialist Omilia have announced a strategic partnership. The alliance is designed to integrate advanced “Agentic AI” into Atento’s global service portfolio..