Customer Journey Stories - Page 18

Global Stories

Customer Journey stories

AI Appreciation Day: What it means for the future of customer engagement

AI innovations are transforming customer engagement by unifying fragmented data and enabling real-time personalisation for enhanced experiences.

By Staff Writer • 7 min read • Mon, 14th Jul 2025

Data Analytics

AI Appreciation Day: Experts discuss business operations and transformation

Experts highlight how asset-centric firms must adopt AI carefully using a Walk, Jog, Run approach to integrate transformation and governance effectively.

By Staff Writer • 5 min read • Mon, 14th Jul 2025

Digital Transformation

Adobe brings AI-powered creative tools to Premier League fans

Adobe partners with the Premier League to introduce AI-powered creative tools and personalised content for 1.8 billion fans ahead of the 2025 Fantasy season.

By Sean Mitchell • 4 min read • Thu, 10th Jul 2025

Unified Communications

Genesys unveils AI Studio to power safe, scalable virtual agents

Genesys launches Cloud AI Studio with AI Guides, enabling firms to build scalable, ethical virtual agents for complex customer interactions without coding.

By Kaleah Salmon • 4 min read • Fri, 27th Jun 2025

Software-as-a-Service

Agentic AI and Saas - The next chapter in CX

Agentic AI is set to revolutionise SaaS customer service by autonomously resolving 80% of common issues, transforming user experience by 2029.

By Taylor Giddens • 5 min read • Thu, 26th Jun 2025

Customer Relationship Management

Avoid these 3 common pitfalls when using AI to improve customer experience

Avoid three common pitfalls when using AI for customer experience: integrate with your systems, avoid costly overhauls, and balance speed with strategy for best results.

By Rob Tarkoff • 3 min read • Tue, 24th Jun 2025

Unified Communications

NiCE & AWS deepen AI partnership to power CX automation

NiCE expands its AI partnership with AWS to enhance CXone Mpower, bringing advanced AI-powered automation to customer experience workflows at enterprise scale.

By Melvin Hipolito • 4 min read • Thu, 19th Jun 2025

Unified Communications

NiCE & Snowflake partner to boost secure AI-driven data sharing

NiCE teams up with Snowflake to enable secure, AI-driven sharing and automation of customer data, enhancing efficiency and personalisation across enterprises.

By Melvin Hipolito • 3 min read • Tue, 17th Jun 2025

Customer Relationship Management

Does anyone know what a CDP is anymore?

Customer Data Platforms are evolving beyond marketing, becoming essential for unified data, AI readiness, and privacy compliance across enterprises.

By Steven Schuler • 5 min read • Tue, 17th Jun 2025

Data Analytics

Amplitude unveils AI Agents to automate digital product growth

Amplitude launches AI Agents to automate product development tasks, boosting efficiency and improving digital product growth across organisations.

By Kaleah Salmon • 4 min read • Thu, 12th Jun 2025

Data Analytics

FICO named leader in Forrester AI decision platforms report

FICO leads Forrester's AI decision platforms report, achieving top scores for its platform's innovation and decision-making capabilities among 15 vendors.

By Jed Nykolle Harme • 3 min read • Wed, 11th Jun 2025

Customer Relationship Management

Rethinking CRM: How generative AI Is breaking down silos and redefining the future of customer service

Generative AI is transforming CRM, breaking down silos across teams to deliver seamless, personalised customer experiences and boost business agility.

By Rakesh Prabhakar • 5 min read • Wed, 11th Jun 2025

Unified Communications

ANZ consumers want first-contact solutions but satisfaction lags

Research shows 53% of ANZ consumers value first-contact resolution in service, yet only 33% of CX leaders believe they deliver highly personalised experiences.

By Shannon Williams • 5 min read • Wed, 4th Jun 2025

Customer Relationship Management

Agentic AI must enhance human connections, Qualtrics chief urges

Qualtrics president Brad Anderson urges firms to harness agentic AI to enhance genuine human connections in customer and employee experiences or risk falling behind.

By Melania Watson • 5 min read • Thu, 29th May 2025

Stories from Other Regions

Customer Journey stories

Customer Experience

Westfield Rise launches AI-powered DOOH targeting for 600 profiles

Westfield Rise launches AI-driven DOOH platform, enabling brands to target 600 shopper profiles with precise digital-style campaigns in physical retail spaces.

By Jed Nykolle Harme • 3 min read • Tue, 15th Jul 2025

Software-as-a-Service

2degrees accelerates MVNO growth with Totogi SaaS platform switch

New Zealand's 2degrees speeds up its wholesale MVNO growth after switching to Totogi's cloud-native SaaS charging platform, enhancing agility and revenue.

By Catherine Knowles • 3 min read • Thu, 3rd Jul 2025