Customer Journey stories

IGT Solutions expands its partnership with NiCE to deploy AI-driven CXone Mpower platform, enhancing global customer experience in aviation and travel sectors.

Artificial intelligence is transforming UK real estate by automating tasks, improving valuations, and personalising buyer experiences with smarter technology.

AI chatbots are failing to improve customer service as incomplete data and trust issues cause frustration, prompting firms to reintegrate human agents.

AI Advocacy redefines customer service by eliminating frustrating escalations, pairing AI with humans to ensure seamless, continuous support and greater customer trust.

Sinch predicts AI-driven digital messaging will grow fivefold by 2026, reshaping customer engagement with smarter, faster, and more secure communications.

AI, social media, and flexible payments like BNPL will shape festive shopping as 69% of consumers trust AI to assist their Black Friday and holiday purchases.

SALESmanago appoints Phil Draper as CEO to lead global expansion and enhance AI-driven customer engagement on its platform used by 3,600 firms worldwide.

Priceline Pharmacy partners with Zitcha to expand its retail media network, tapping into 9.5 million loyalty members with enhanced advertising solutions.

Combining human empathy with AI’s smart automation transforms contact centres, boosting efficiency and delivering personalised customer experiences.

Amperity launches Real-Time Profiles, combining live activity with historical data to enable instant, personalised customer experiences across marketing and service.

Loyalty experts in APAC predict 2026 will see AI-driven hyperpersonalisation, real-time offers, gamification, and seamless omnichannel experiences revolutionising customer loyalty.

Customer Science launches CommScore.AI, an AI tool that optimises customer communications to boost brand alignment, efficiency and satisfaction.

Insurance Australia Group teams up with Adobe to use AI for personalised, seamless customer experiences across its retail insurance brands.

Customer experience excellence hinges on robust data management, as Australian firms invest in AI and analytics to meet soaring consumer expectations.

Australian banks must use AI and personalised service to rebuild trust and enhance customer experience across all age groups and regions.

Adobe launches AI agents within its B2B marketing tools to personalise interactions, streamline workflows, and speed up sales processes for businesses.

The classic marketing funnel is obsolete; businesses must adopt the 4 P's strategy to engage prospects in today's complex, multi-touch buying journey.

Over half of UK shoppers find retail communications too generic, with 60% calling them irrelevant, highlighting a need for personalised experiences across channels.

A study reveals 31% of marketers using agentic AI expect quantum computing to impact marketing within two years, signalling rapid tech adoption.

Over 80% of marketing teams worldwide now use generative AI, with 85% in EMEA reporting strong ROI and expanded adoption planned for 2026.