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Customer Journey stories

AI tools reshape US consumer loyalty, Amperity says
Data Protection

AI tools reshape US consumer loyalty, Amperity says

As AI recommendations shape shopping, 63% of US consumers say they would switch brands for a better offer, Amperity found.

By Sean Mitchell • 3 min read • 3 days ago
Paytronix says geofencing drives new convenience revenue
Data Analytics

Paytronix says geofencing drives new convenience revenue

Most geofenced food sales are additive revenue, with convenience stores also seeing bigger baskets and more frequent visits from app users.

By Sean Mitchell • 4 min read • 5 days ago

Global Stories

Customer Journey stories

Talkdesk launches AI agent builder for customer teams
Customer Experience

Talkdesk launches AI agent builder for customer teams

It could cut customer service AI deployment from weeks to hours, while keeping human approval and oversight before agents go live.

By Joseph Gabriel Lagonsin • 3 min read • Yesterday
Forter launches five AI agents for commerce teams
Data Analytics

Forter launches five AI agents for commerce teams

Merchants could cut fraud, dispute and integration delays as Forter opens early access to tools that work inside ChatGPT and Claude.

By Joseph Gabriel Lagonsin • 4 min read • 2 days ago
McKinsey says AI could transform marketing but firms lag
Digital Transformation

McKinsey says AI could transform marketing but firms lag

Despite heavy use of AI tools, fewer than 10% of firms have scaled them across marketing, leaving billions in potential gains unrealised.

By Regine Laguilles • 5 min read • 3 days ago
Your marketing problem isn't data overload, it's inaction
Digital Transformation

Your marketing problem isn't data overload, it's inaction

Most marketers still miss growth because insights rarely turn into timely action, leaving customer decisions slow and fragmented.

By Bridget Perry • 6 min read • 3 days ago
Contentful launches Palmata for AI brand monitoring
Software-as-a-Service

Contentful launches Palmata for AI brand monitoring

Marketers are getting a new tool as AI answer engines increasingly shape which brands customers see, compare and shortlist first.

By Joseph Gabriel Lagonsin • 5 min read • 3 days ago
InMarket launches Maestrø beta for AI media optimisation
Software-as-a-Service

InMarket launches Maestrø beta for AI media optimisation

Brands can now adjust media spend mid-campaign as InMarket's beta platform feeds AI and human teams store-visit and purchase data in flight.

By Sean Mitchell • 4 min read • 4 days ago
Zoom adds AI tools to Virtual Agent for customer service
Software-as-a-Service

Zoom adds AI tools to Virtual Agent for customer service

Customer service teams can now build and monitor AI agents more easily, with Zoom adding testing, quality controls and outcome-based pricing.

By Sean Mitchell • 4 min read • 4 days ago
Zeroseven wins top Umbraco Cloud award for Icon Group
Software-as-a-Service

Zeroseven wins top Umbraco Cloud award for Icon Group

The Brisbane agency's recognition boosts Australia's profile in Umbraco's global partner network as it expands across APAC.

By Sean Mitchell • 4 min read • 5 days ago
Infobip jumps to 16th on Fortune Europe's innovation list
Software-as-a-Service

Infobip jumps to 16th on Fortune Europe's innovation list

The Croatian group's climb into Fortune's top 25 highlights its growing AI push and puts it ahead of 51 rivals from last year's ranking.

By Sean Mitchell • 3 min read • 5 days ago
Search after SEO: Anna Harrison on staying visible in the AI era
Generative AI

Search after SEO: Anna Harrison on staying visible in the AI era

Businesses risk fading from AI answers unless they build structured pages, schema and discovery files that crawlers can easily read.

By Dr Anna Harrison • 7 min read • 5 days ago

Stories from Other Regions

Customer Journey stories

3PL appoints Ryan Walker as Head of Customer Experience
Digital Transformation

3PL appoints Ryan Walker as Head of Customer Experience

The new role signals 3PL's push to improve service and align staff, systems and technology as competition in fulfilment intensifies.

By Sofiah Nichole Salivio • 4 min read • 2 days ago
Ecommpay urges sector-wide push to stop fraud earlier
Fintech

Ecommpay urges sector-wide push to stop fraud earlier

Fraud losses could fall if banks, merchants and regulators align on earlier intervention, Ecommpay says in a new report.

By Sofiah Nichole Salivio • 4 min read • 2 days ago
ArvatoConnect appoints new leaders as AI reshapes service
Digital Transformation

ArvatoConnect appoints new leaders as AI reshapes service

UK regulated firms are rethinking customer service as AI cuts routine work and pushes more complex queries back to human teams.

By Sofiah Nichole Salivio • 4 min read • 2 days ago
Australian brands urged to rethink loyalty schemes
Customer Relationship Management

Australian brands urged to rethink loyalty schemes

Strained household budgets and rising use of AI search are forcing brands to offer clearer value if they want Australians to stay loyal.

By Karen Joy Bacudo • 4 min read • 2 days ago
Evolution Funding rebrands as Centeca in platform push
Software-as-a-Service

Evolution Funding rebrands as Centeca in platform push

Existing customers will see no change as the renamed group broadens its role in connecting car finance, retail and compliance systems.

By Karen Joy Bacudo • 4 min read • 5 days ago