Customer Journey stories - Page 3

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.

Unilever taps Google Cloud's AI and data platforms in a five-year deal to build an enterprise-wide digital backbone for its global brands.

MYOB links its CX platform with Customer Science analytics, automating reporting and lifting contact centre satisfaction and resolution rates.

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

Sabre, PayPal and Mindtrip are teaming up on an AI travel assistant that lets users discover, book and pay for trips in one chat-based flow.

AI's promise for 2026 hinges on fixing decaying, duplicate customer data to curb hallucinations and unlock sharper, revenue-driving insight.

AI-referred traffic has surged 632% despite overall web visits slipping and rising acquisition costs squeezing digital marketing returns.

Clarity launches Surfacd, a tool tracking how B2B brands are portrayed across AI search and assistants such as ChatGPT and Perplexity.

Visa survey finds most Asia Pacific shoppers use AI to browse, but many still distrust it with payment details at online checkout.

As AI reshapes marketing, leaders say careers will depend less on tactics and more on systems thinking, judgement and commercial clarity.

8x8 reports triple-digit growth in AI voice and messaging for CX, as contact centres scale automation beyond pilots across channels.

Smart Communications launches AI-powered tools to help regulated firms modernise customer communications, data capture and archiving at scale.