Customer Journey stories - Page 6

Babeltext debuts MC-ML-AI, a standard to turn multilingual, multichannel customer chats into completed bookings, transactions and cases.

Amperity has debuted an AI Customer Data Agent that turns natural-language prompts into live segments and customer journeys for marketers.

Klaviyo forecasts 2026 surge in AI voice shopping, automated returns and connected-device purchases reshaping how consumers buy.

Zendesk warns APAC brands that rising CX expectations demand transparent, context-rich AI that resolves issues instantly or risks churn.

Adobe says generative AI referrals to retailers jumped nearly 700% over the 2025 holidays, driving longer visits and stronger conversions.

Salesforce launches Agentforce 360 retail tools to unify AI across marketing, eCommerce and service, promising smoother shopper journeys.

Genie Goals' latest Life Goals book showcases 75 eCommerce campaigns, spotlighting AI-driven innovation from global and challenger brands.

Talkdesk unveils Commerce Orchestration and Consumer Goods Experience Cloud to coordinate AI-driven retail journeys end to end.

Brands must build “machine trust” by 2026 or risk vanishing from AI-led discovery as CEEK warns creativity alone will no longer secure visibility.

Google Cloud unveils Gemini CX AI platform to link retail and restaurant shopping, service and ordering into one joined-up experience.

Black Friday still delivered the peak online surge, but AI-driven search stretched shopping demand across a longer November window.

Brands are ditching fragmented martech stacks for centralised platforms as AI, richer messaging and costs expose the limits of siloed channels.

Customers profess loyalty but quietly walk away over price, experience or ethics, exposing how fragile many brand relationships have become.

Exactly.com predicts AI agents, social commerce and omnichannel retail will redefine trust, convenience and control in 2026 shopping.

Kentico's Xperience platform lands G2 Leader status and top reviews after a year of feature gains and over 100 new digital projects.

Freshworks names AI-focused marketer Kady Srinivasan as CMO to sharpen its global brand and go-to-market engine in crowded SaaS markets.

Conviva expands Digital Product Insights with AI-driven pattern analytics, unifying journeys across apps, websites and conversational agents.

Value for money drives online customer sentiment three times more than price, delivery speed or product quality, a study of reviews finds.

Lendi Group promotes Devesh Maheshwari to CTO to spearhead its AI-native transformation across Aussie and Lendi brands by mid-2026.

Social media fuelled a Black Friday boom in the UK, as Rithum data showed global social sales soaring 152% and online spend up 27%.