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Customer Journey Stories - Page 16

Global Stories

Customer Journey stories

Driving outstanding customer experience with customer centricity and supportive technology
Data Analytics

Driving outstanding customer experience with customer centricity and supportive technology

Businesses must blend human interaction with digital innovation to deliver personalised, customer-first experiences that build trust and simplify processes.

By Andrew Borthwick • 4 min read • Thu, 20th Nov 2025
IGT Solutions & NiCE expand global AI customer experience deal
Unified Communications

IGT Solutions & NiCE expand global AI customer experience deal

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

By Sean Mitchell • 3 min read • Wed, 19th Nov 2025
Sinch predicts fivefold growth in AI-driven digital messaging by 2026
Customer Experience

Sinch predicts fivefold growth in AI-driven digital messaging by 2026

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

By Shannon Williams • 3 min read • Fri, 14th Nov 2025
AI, social media & flexible payments to drive festive shopping
Crypto

AI, social media & flexible payments to drive festive shopping

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.

By Catherine Knowles • 4 min read • Fri, 14th Nov 2025
Priceline Pharmacy expands retail media network with Zitcha
Customer Experience

Priceline Pharmacy expands retail media network with Zitcha

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

By Kaleah Salmon • 3 min read • Wed, 12th Nov 2025
How human agents can work with AI to elevate contact centre outcomes for customers
Unified Communications

How human agents can work with AI to elevate contact centre outcomes for customers

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

By Rod Lester • 3 min read • Thu, 6th Nov 2025
Amperity introduces Real-Time Profiles for instant personalisation
Customer Experience

Amperity introduces Real-Time Profiles for instant personalisation

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

By Sean Mitchell • 3 min read • Tue, 4th Nov 2025
Beyond the transaction: Top loyalty trends for 2026
Data Analytics

Beyond the transaction: Top loyalty trends for 2026

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

By Staff Writer • 5 min read • Fri, 31st Oct 2025
IAG partners with Adobe to personalise insurance customer journeys
Data Analytics

IAG partners with Adobe to personalise insurance customer journeys

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

By Melania Watson • 3 min read • Thu, 23rd Oct 2025

Stories from Other Regions

Customer Journey stories

Australian retailers lead in customer service as eyewear excels
Customer Experience

Australian retailers lead in customer service as eyewear excels

Australian eyewear retailers Specsavers and OPSM top customer service rankings, while Bendigo Bank leads non-retail brands in KPMG's CX excellence study.

By Kaleah Salmon • 3 min read • Fri, 21st Nov 2025
Black Friday sales hit record AUD $6.8 billion amid online buzz
Customer Experience

Black Friday sales hit record AUD $6.8 billion amid online buzz

Australian shoppers are set to spend a record AUD $6.8 billion during Black Friday to Cyber Monday, with social media buzz driving soaring online engagement.

By Melania Watson • 4 min read • Thu, 20th Nov 2025
AI & contextual intelligence redefine UK customer expectations
Data Analytics

AI & contextual intelligence redefine UK customer expectations

Zendesk's report reveals UK consumers expect faster, personalised service combining AI, data and human insight to solve issues on first contact.

By Shannon Williams • 4 min read • Thu, 20th Nov 2025
AI shifts product discovery as 42% trust summaries over sites
DevOps

AI shifts product discovery as 42% trust summaries over sites

A global survey finds 42% of shoppers trust AI-generated product summaries over websites, signalling a shift in how brands are discovered online before Black Friday.

By Sean Mitchell • 3 min read • Thu, 20th Nov 2025
There's nothing artificial about AI's impact on the real estate market
Customer Experience

There's nothing artificial about AI's impact on the real estate market

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

By Johann Aguirre • 5 min read • Tue, 18th Nov 2025
Why AI will fail without a single version of truth
Digital Transformation

Why AI will fail without a single version of truth

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

By Phil Smith • 5 min read • Tue, 18th Nov 2025
Why Build “Faster Horses” When What you Need is a Car?
Customer Experience

Why Build “Faster Horses” When What you Need is a Car?

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

By Doug Marinaro • 8 min read • Tue, 18th Nov 2025
SALESmanago appoints Phil Draper as CEO to drive global AI growth
Software-as-a-Service

SALESmanago appoints Phil Draper as CEO to drive global AI growth

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.

By Melvin Hipolito • 3 min read • Fri, 14th Nov 2025
Customer Science unveils CommScore.AI to enhance brand messaging
Customer Experience

Customer Science unveils CommScore.AI to enhance brand messaging

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

By Sean Mitchell • 2 min read • Wed, 29th Oct 2025