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..
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..
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..
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 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..
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..
Healthcare leaders looking to sharpen consumer experience strategies through AI and human performance will be heading to Palm Beach, March 2-5, as League has revealed the keynote lineup for League Connect 2026..
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..