Customer Journey stories - Page 2

Thales report finds weak login and sign-up flows are pushing users away, as trust in AI, data handling and digital services remains low.

AskNicely unveils Ask NiceAI to help managers at multi-site service businesses turn scattered customer feedback into faster, data-backed action.

Australian marketers split over who should own AI visibility, as 84% of leaders report fragmented responsibility and rising reputational risk.

BizCover brings SME insurance quoting into ChatGPT as Australia's small-business cover market tests a new AI-driven distribution channel.

Households under cost pressure are spreading purchases across multiple outlets, while promotions, online research and store visits shape buying decisions.

Cover Genius expands leadership team with Jennifer Aubert Parker as Chief Revenue Officer and Nidhi Daga as Global Senior Vice President, Marketing.

APAC cybercrime climbs as synthetic identity fraud accelerates, with desktop-browser attacks, login pressure and bot activity fuelling losses.

Klaviyo has launched Composer, an AI tool that drafts data-driven marketing campaigns from plain-language prompts, now in private beta.

AI is turning loyalty members into “segments of one”, as Asia Pacific leaders shift from flashy tech to invisible, always-relevant rewards.

Australia's P&N Group has adopted Genesys-Salesforce CX Cloud to unify P&N Bank and BCU Bank contact centres and cut admin for staff.

EZZ partners with JD Health to boost China supplement sales, tapping JD.com's vast digital healthcare platform for broader consumer reach.

Infobip data shows single-channel alerts collapsing as brands pivot to omnichannel, AI-led conversations across SMS, RCS, WhatsApp and voice.

OXIL unveils a safeguarding-based blueprint to fight online scams, shifting responsibility from individuals to coordinated organisational action.

OpenAI's Instant Checkout retreat puts retailer sites back in focus, opening a data-led discovery window for fast-moving Australian brands.

Qualtrics launches AI-powered customer experience tools to unify feedback, automate analysis and fix service issues before they escalate.

SeenThis and Vudoo join forces to deliver shoppable video ads on the open web, linking viewer attention directly to on-screen purchases.

Pacvue to plug Reddit Ads into its commerce system, uniting community insights with retail media planning in one performance workflow.

As AI transforms search, traditional marketing metrics lose clout, making always-on brand visibility the new make-or-break advantage.

Amperity warns identity gaps and flat budgets mean AI-led retail personalisation remains generic, missing high-intent moments for shoppers.

Qualtrics again tops Gartner's 2026 Voice of the Customer rankings, leading on execution, vision and AI-driven experience agents.