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Customer Service News

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..

Five9 Unveils Global Partner Award Winners Highlighting AI Innovation and CX Excellence

February 13, 2026 by CSM Newsdesk
Contact center managers with award cup

Five9 has officially announced the winners of its 2025 Global Partner Awards. The annual accolades serve to recognize the partners within the Five9 ecosystem that have demonstrated exceptional performance..

Speechmatics and Boost.ai Join Forces to Deliver “Responsible” Voice AI for Regulated Industries

February 13, 2026 by CSM Newsdesk
team of customer support agents in a busy contact center

European AI leaders Speechmatics and Boost.ai have announced a strategic partnership. The collaboration aims to accelerate the deployment of enterprise-grade voice AI across Europe’s most highly regulated industries..

Wiland Debuts RetailSignals to Drive Predictive CX and Revenue Growth for Retailers

February 13, 2026 by CSM Newsdesk
A customer looking at clothes in a retail shop

Wiland, a prominent player in predictive audience intelligence, has announced the launch of RetailSignals, a new solution designed to help retailers transform real-world consumer spending behavior into actionable insights..

Prime Bridge Solutions Targets Global BPO Market with New CX Platform Launch

February 13, 2026February 13, 2026 by CSM Newsdesk
Diverse team of contact center agents

Prime Bridge Solutions has officially announced its entry into the international Business Process Outsourcing (BPO) and customer experience (CX) arena. The rising provider has launched a new global customer experience platform..

Revealed: The Top Industries for Customer Service Excellence

February 11, 2026 by CSM Newsdesk
Customer service executive with headphone

New data by business communications provider Esendex has unveiled how industries stack up when it comes to customer service excellence, with financial services ranking best for the second year, and telecoms the worst..

ANZ Introduces Agentic AI-Driven CRM for Business Banking

February 10, 2026 by CSM Newsdesk
A retail store managing doing online banking on his tablet

ANZ has announced a significant leap in its digital transformation journey, deploying Salesforce’s Agentforce 360 platform within its new Customer Relationship Management (CRM) tool. The move marks ANZ as the first bank..

Loyyal Unveils Perxi AI: Bringing Enterprise-Grade Loyalty to SMEs via WhatsApp

February 10, 2026 by CSM Newsdesk
Perxi AI by Loyyal

Loyyal has announced the launch of Perxi AI. Billed as the world’s first “AI Agent of Loyalty,” the new tool is designed to democratize high-level customer retention strategies for small and medium-sized enterprises (SMEs)..

ai.com Debuts Autonomous AI Agents to Accelerate AGI Integration

February 10, 2026 by CSM Newsdesk
A women with an AI agent

ai.com has officially launched its autonomous AI agent platform. Founded by the co-founder and CEO of Crypto.com, the new venture aims to transition the industry from passive chatbots to proactive digital assistants..

Invosys and MaxContact Partner to Bolster AI-Powered Customer Engagement

February 10, 2026 by CSM Newsdesk
Modern contact center

Invosys has announced a strategic partnership with AI-driven contact centre provider MaxContact. The collaboration aims to merge secure cloud communications with advanced AI capabilities to transform CX..

TouchSource and CXAI Join Forces to Scale Agentic AI in Real Estate

February 10, 2026February 10, 2026 by CSM Newsdesk
A real estate agent worning on her tablet

TouchSource and CXApp have announced a strategic partnership to integrate agentic AI into enterprise and commercial real estate environments. The collaboration will see CXAI’s agentic AI platform serve as an intelligence layer..

Cain Launches CX Division and Appoints Ana Brant as Head

February 9, 2026 by CSM Newsdesk
Senior Managing Director & Global Head of CX , Cain

Cain, the global real estate investment firm, has announced the launch of a dedicated Customer Experience (CX) division. To lead the move, Cain has appointed Ana Brant as Head of Customer Experience..

U.S. Customer Loyalty Market Forecast to Reach $25.99 Billion in 2026

February 9, 2026February 9, 2026 by CSM Newsdesk
Customer ordering from Amazon prime

The customer loyalty market in United States is expected to reach US$25.99 billion in 2026. This upward trajectory is expected to continue, with the market forecast to grow at a CAGR of 14.2% from 2026 to 2030..

Barclays Leverages GenAI to Transform Contact Center Performance

February 9, 2026 by CSM Newsdesk
Customer service representative in a bank contact center

Barclays US Consumer Bank has announced the deployment of generative AI (GenAI) across its contact centers, aiming to streamline customer interactions and bolster agent efficiency through automated call summarization..

Yellow.ai Moves Beyond Copilots with New “Service as a Software” Platform Nexus

February 6, 2026 by CSM Newsdesk
Customer success manager using laptop

Yellow.ai, the enterprise-grade AI automation provider, has announced the launch of Nexus, a platform it describes as the industry’s first Universal Agentic Interface (UAI). The launch signals a strategic pivot in the CX landscape..

Korean Air Enhances Customer Support with AI Chatbot in 13 Languages

February 5, 2026 by CSM Newsdesk
Korean Air check-in at Gimhae International Airport, Busan, South Korea

Korean Air has officially launched a new AI chatbot service designed to enhance customer support across 13 languages. Utilizing advanced generative AI technology, the tool provides efficient and accurate assistance..

New Research Underlines Importance of Accredited BPO Providers

February 4, 2026 by CSM Newsdesk
David Neale, CEO and founder, GBPO Solutions

Following the release of new research, a leading industry expert has called on BPO providers to be more transparent to help potential customers understand the complexity of the sector. David Neale, founder of GBPO Solutions..

Winners Announced in 20th Annual Stevie Awards for Sales & Customer Service

February 3, 2026 by CSM Newsdesk
Stevies Customer Service Awards 2026

The winners of the 20th annual Stevie Awards for Sales & Customer Service have been revealed, spotlighting the world’s top-performing sales, customer service, and contact center professionals. Recognized globally..

Emplifi Customers Lift Instagram Engagement and Reach

February 3, 2026 by Ian Miller
Egaging customers on Instagram

Emplifi customers are outperforming broader social media engagement trends, recording measurable gains in reach, engagement and follower growth on Instagram, according to new data released by the CX platform..

Horatio Expands Healthcare Focus With Launch of HoratioHX Experience Platform

February 3, 2026 by CSM Newsdesk
Horatio CFO Jared Karson COO Alex Ross and CEO Jose Herrera

CX and BPO specialist Horatio is doubling down on healthcare with the launch of HoratioHX, a human-centered experience platform designed to support compliant, large-scale healthcare operations across patient support..

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