Customer Journey stories
Smart Communications helps organisations in regulated industries face down communication challenges every day.
MaxContact Australia rebrands as Kaizn, expanding into independent CX and contact centre advisory across Australia and New Zealand.
Infobip launches AgentOS, an AI orchestration layer unifying customer data and channels so autonomous agents can manage and personalise service.
Google and Klaviyo are deepening ties to power AI “agentic commerce”, linking ads, search and RCS messaging to real-time customer data.
Unit4 makes its Success4U subscription the default model for ERPx and ERP delivery, promising faster, more predictable SaaS rollouts.
Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.
Global mobile app installs jumped 10% in 2025 as sessions rose 7%, fuelled by surging finance and eCommerce usage in APAC and beyond.
Treasure Data launches Treasure Code, an AI-native command line that lets teams manage complex CDP operations and workflows in plain English.
Retailers risk USD $796bn in losses from returns and shrink in 2025, with omnichannel gaps fuelling preventable fraud and abuse.
Half of fraud chiefs say fast-changing, AI-powered scams are outpacing their defences, forcing a shift to real-time, adaptive protection.
DealerAssist launches rapid SaaS website platform for car dealers, promising live sites in a day with synced inventory and lead management.
Wickes has launched Wickes Connected Retail Media with Epsilon, blending store and digital data to target home improvement shoppers.
AI-powered 'Cat Decoder' fuels 73% DINE sales jump on Amazon, drawing new shoppers and boosting offline cat food sales across Australia.
Carsales has added AI Voice Search to its iOS app, letting Australians find cars by speaking natural phrases, with Android to follow soon.
UK airlines are deploying agentic AI and WhatsApp chatbots to cut airport queues, ease staff strain and manage growing border disruption.
Evam launches Evo AI and Maker Agent at MWC, embedding operational AI agents into live orchestration for real-time customer journeys.
AI and unified commerce will become core to Australian retail by 2026, as rising expectations force investment in real-time systems.
M2M Data Connect launches AI-powered travel eSIM that buyers can activate in under a minute directly via WhatsApp, Instagram and Messenger.
Generative AI is reshaping how Southeast Asian consumers discover, trust and buy, pushing brands to fight for visibility on the AI shelf.
8x8 rolls out AI-powered customer view, workforce tools and richer WhatsApp flows to cut contact centre handling times and boost planning.