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..
NiCE has announced the launch of a joint solution with ServiceNow designed to close the functional gap between customer engagement and back-office execution. By integrating NiCE’s CXone platform with ServiceNow Customer Service Management (CSM)..
Quiq has announced the expansion of Voice AI and a rebranding, marking a strategic pivot toward moving AI from experimental pilots into full-scale production. The update addresses a common pain point in the CX industry..
SAP has launched its Autonomous Enterprise strategy at the SAP Sapphire 2026 conference, signaling a shift toward agentic AI and end-to-end process automation. The announcement centers on a unified SAP Business AI Platform..
Today, voice AI startup Vapi announced a $50 million funding round to make all calls extraordinary. Amazon, New York Life, Intuit and others use Vapi’s API-native enterprise voice AI platform for building, deploying, and managing voice agents at scale..
ASAPP has announced an expansion of its Customer Experience Platform (CXP), introducing a system of purpose-built AI agents designed to manage end-to-end customer service operations..
Holonomics Publishing has announced the release of the second edition of Designing Customer Experiences with Soul, authored by Simon Robinson and Maria Moraes Robinson. The updated edition introduces a revised operating system..
AskNicely has announced the launch of Reputation Manager. The new solution is designed to help organizations consolidate fragmented customer feedback into a unified stream, allowing brands to convert sentiment into measurable growth..
Microsoft is introducing three distinct AI agents—Customer Assist, Quality Assurance, and Service Operations—designed to work in tandem to manage the end-to-end lifecycle of customer service operations..
According to a recent survey of customer service and support leaders, 85% are expanding the responsibilities of human agents as AI begins to absorb routine volumes. The research, conducted by Gartner..
Superloop has unveiled its next-generation AI assistant, Teddy, marking a shift from traditional chatbots toward action-oriented digital support. Teddy is integrated directly into the Superloop app and website..
The Home Depot has announced an overhaul of its customer service infrastructure, deploying a new AI-powered voice agent system across its U.S. stores. Built on Google Cloud’s Gemini Enterprise for Customer Experience..
Sierra, the conversational AI platform co-founded by Bret Taylor and Clay Bavor, has announced the acquisition of Fragment, a French startup specializing in AI-driven workflow automation..
Cloud contact center solution provider TCN has announced a series of updates to its platform, focusing on centralized automation, real-time data insights, and increased omnichannel performance..
WestCX has announced the launch of WestCX Orchestrate, a new platform designed to serve as a system of action for highly regulated sectors. The platform aims to bridge the gap between fragmented engagement..
A new study has highlighted a major experience gap in the customer service sector, revealing that businesses consistently rate their own performance much higher than their customers do. The research, conducted by Moneypenny..
ServiceNow and Google Cloud have announced an expansion of their strategic partnership, introducing new AI solutions designed to enable autonomous operations across 5G networking, retail, and IT systems..
Leading organisations from across the UK have been recognised for excellence in customer service and experience at the CCA Excellence Awards 2026. Hosted by CCA Global the awards brought together around 500 senior leaders..
iOPEX Technologies has unveiled SuccessPilot, a suite of autonomous and semi-autonomous AI agents designed to embed intelligence directly into Customer Success operations. Built on the company’s ElevAIte platform..
Sabio Group delivers mission-critical cloud migration for the Netherlands’ largest energy provider, serving 2.5 million customers — migrating in under 12 weeks, with zero critical incidents while transforming agent satisfaction in the process..