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Customer Journey Stories - Page 2

Global Stories

Customer Journey stories

Klaviyo launches Custom Skills for Customer Agent AI tool
Software-as-a-Service

Klaviyo launches Custom Skills for Customer Agent AI tool

Brands can now tailor automated service to their own rules as Klaviyo opens its Customer Agent AI tool to custom functions and integrations.

By Sean Mitchell • 4 min read • Last week
Gen Z shoppers trust AI recommendations, study finds
Customer Experience

Gen Z shoppers trust AI recommendations, study finds

Retailers face a shift in trust as 64% of Gen Z shoppers buy on AI recommendations without checking other sources, a study finds.

By Sofiah Nichole Salivio • 4 min read • Last month
'Self-learning' AI big boon for Qualtrics' CX
Unified Communications

'Self-learning' AI big boon for Qualtrics' CX

Companies using AI for customer experience are cutting churn and lifting revenue, with Qualtrics saying richer feedback can triple insights.

By David Shilovsky • 5 min read • Last month
Forrester says AI is upending B2B go-to-market models
Digital Transformation

Forrester says AI is upending B2B go-to-market models

AI agents are weakening familiar B2B sales tactics, forcing firms to rethink how they measure demand and win trust earlier.

By Sean Mitchell • 3 min read • Last month
SAS adds agentic AI tools to Customer Intelligence 360
Data Analytics

SAS adds agentic AI tools to Customer Intelligence 360

Marketers could spend less time switching between tools as SAS embeds specialist agents into Customer Intelligence 360 for journeys and search.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Minty launches cashback app inside ChatGPT shopping chats
Customer Experience

Minty launches cashback app inside ChatGPT shopping chats

Shoppers can now see cashback offers in real time inside ChatGPT chats, as Minty targets AI-led buying decisions and retail media budgets.

By Sean Mitchell • 4 min read • Last month

Stories from Other Regions

Customer Journey stories

Millennials trust AI more than Gen Z, survey finds
Customer Experience

Millennials trust AI more than Gen Z, survey finds

Australians are using AI heavily, but most still want clear labelling and sourcing before they trust its search and shopping advice.

By Sofiah Nichole Salivio • 4 min read • Last week
Edinburgh study calls for youth-friendly banking redesign
Gaming

Edinburgh study calls for youth-friendly banking redesign

Researchers found young Scots want simpler digital banking, stronger scam protection and advice that fits milestones such as jobs and rent.

By Karen Joy Bacudo • 5 min read • Last week
Woolworths & Coles top AI grocery visibility in Australia
Digital Transformation

Woolworths & Coles top AI grocery visibility in Australia

AI-generated shopping answers are steering more supermarket discovery, with local chains still beating Amazon in Australian grocery searches.

By Mark Tarre • 4 min read • Last week
Atlas warns of AI reputation breach for businesses
Software-as-a-Service

Atlas warns of AI reputation breach for businesses

Incorrect AI responses are already steering customers away, with Atlas finding factual errors in most brand profiles across major platforms.

By Catherine Knowles • 4 min read • This month
Lotto NZ swaps core gaming systems in EDGE rollout
Data Analytics

Lotto NZ swaps core gaming systems in EDGE rollout

Thousands of players and retailers now rely on new real-time links after Lotto New Zealand completed an 18-month systems overhaul.

By Sofiah Nichole Salivio • 3 min read • Last month
6 digital marketing tools founders use to scale smarter
Data Analytics

6 digital marketing tools founders use to scale smarter

Small businesses can stretch tight budgets further as email, design and analytics platforms help them attract customers and cut manual work.

By Darian Kovacs • 10 min read • Last month
Turning practical AI use cases into measurable impact
Unified Communications

Turning practical AI use cases into measurable impact

Contact centres are using AI to cut admin, explain demand spikes and help agents, with savings and faster resolutions already visible.

By Richard Hall • 4 min read • Last month
AskNicely launches Reputation Manager for service chains
Data Analytics

AskNicely launches Reputation Manager for service chains

For multi-location service brands, the new tool links surveys, reviews and listings to help lift ratings, retain customers and cut costs.

By Kaleah Salmon • 4 min read • Last month
Vernon Building Society taps FintechOS for mortgage overhaul
Digital Transformation

Vernon Building Society taps FintechOS for mortgage overhaul

Borrowers and brokers could see faster mortgage processing as Vernon Building Society adds a new digital layer without replacing core systems.

By Karen Joy Bacudo • 4 min read • Last month
Content systems in B2B tech: Scaling assets across channels
Data Protection

Content systems in B2B tech: Scaling assets across channels

B2B tech firms are wasting budget on one-off assets as tighter content systems help extend reach, sharpen messaging and improve ROI.

By Patrick Keenan • 4 min read • Last month
Influencer marketing shifts from add-on to core strategy
Customer Relationship Management

Influencer marketing shifts from add-on to core strategy

Brands risk losing ground as influencer activity is now being tied to sales, traffic and customer growth across UK and Europe.

By Mark Tarre • 3 min read • Last month
Thought leadership in B2B tech: From expertise to influence
Smart Cities

Thought leadership in B2B tech: From expertise to influence

Poorly translated expertise is leaving many Southeast Asian B2B tech firms invisible to buyers and weakening shortlist chances.

By Patrick Keenan • 4 min read • Last month