Customer Journey stories - Page 2

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-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.

TheyDo launches Analyst Agent, an AI tool in its journey platform that answers plain-language questions by analysing customer journey data.

Hype & Dexter has rebranded as Avidly APAC, aligning with Avidly Group to scale HubSpot-focused services across Australia and New Zealand.

Dynatrace unifies real user monitoring, AI tracing and developer tools on one platform to streamline cloud-native, AI-assisted software delivery.

Constructor named sole Customers' Choice in 2025 Gartner Peer Insights report for search and product discovery, earning perfect user rating.

Veeam reshapes its top team with three senior hires to sharpen its global data resilience, security and AI-driven growth strategy.

Shoppers turn to AI to find products, but 92% still demand reviews and real customer photos before finally clicking to buy.

BIXOLON partners with Printec to standardise compact thermal printers in self-service and retail kiosks across Slovenia and wider Europe.

Twilio signs multi-year deal with AEG to power data-led fan engagement across AXS, Crypto.com Arena and the LA Kings from 2025-26.

SALESmanago upgrades its eCommerce platform with richer WhatsApp journeys and AI-led recommendations, targeting smarter real-time engagement.

OpenAI rolls out USD $8-a-month ChatGPT Go across the US and prepares to trial clearly labelled ads for free and Go users.

Amperity has debuted an AI Customer Data Agent that turns natural-language prompts into live segments and customer journeys for marketers.

Klaviyo forecasts 2026 surge in AI voice shopping, automated returns and connected-device purchases reshaping how consumers buy.