Customer Journey stories

Zurich appoints former Carsome executive Shukla to steer Asia Pacific digital and embedded insurance growth as Zurich Edge tops 100 partners.

Thryv has rolled out Thryv AI Lead Flow in Australia and New Zealand, aiming to help small businesses capture enquiries, score prospects and automate follow-up.

Infobip marks 20 years with AgentOS launch as it pushes into agentic AI, aiming to unify customer data and let AI agents act across channels.

Banks are slowing AI rollouts as they prioritise process visibility, with Celonis arguing execution depends on understanding how work flows today.

Minor Hotels teams up with Google, Salesforce, OneTrust and Deloitte on an AI-led data platform to sharpen guest service across 640 properties.

Thryv says Australian and New Zealand small businesses need tidy websites, consistent listings and fresh reviews to win AI-driven recommendations.

Gainsight adds MCP support to let customer success teams build AI agents that use live account data to automate retention and renewal work.

AI discovery is levelling eCommerce, with mid-sized Shopify brands gaining an edge over bigger rivals by making products clearer to generative engines.

Paysecure and Yaspa team up to add open banking, fraud controls and account-to-account payments to merchants' checkout flows.

AI is moving travel from inspiration to transaction, but live inventory, accuracy and booking infrastructure still stand between chat and checkout.

Personetics and Atomic team up to let banks prompt deposit and bill switching inside apps, aiming to cut friction and boost primary relationships.

Thales report finds weak login and sign-up flows are pushing users away, as trust in AI, data handling and digital services remains low.

AskNicely unveils Ask NiceAI to help managers at multi-site service businesses turn scattered customer feedback into faster, data-backed action.

Cover Genius expands leadership team with Jennifer Aubert Parker as Chief Revenue Officer and Nidhi Daga as Global Senior Vice President, Marketing.

APAC cybercrime climbs as synthetic identity fraud accelerates, with desktop-browser attacks, login pressure and bot activity fuelling losses.

Klaviyo has launched Composer, an AI tool that drafts data-driven marketing campaigns from plain-language prompts, now in private beta.

AI is turning loyalty members into “segments of one”, as Asia Pacific leaders shift from flashy tech to invisible, always-relevant rewards.

Infobip data shows single-channel alerts collapsing as brands pivot to omnichannel, AI-led conversations across SMS, RCS, WhatsApp and voice.

OXIL unveils a safeguarding-based blueprint to fight online scams, shifting responsibility from individuals to coordinated organisational action.

Qualtrics launches AI-powered customer experience tools to unify feedback, automate analysis and fix service issues before they escalate.