Customer Journey stories - Page 10

The 2025 Unified Commerce Benchmark reveals that only 5% of evaluated retailers excel in omnichannel strategies, with leaders enjoying lower costs and higher customer satisfaction.

Adobe has announced a significant partnership with Amazon Web Services, aiming to enhance marketing and creative capabilities for businesses through advanced cloud integrations.

NICE has launched CXone Mpower Orchestrator, claiming it as the first solution for complete end-to-end automation in customer service via a single AI platform.

Extreme Networks has appointed Anisha Vaswani as its inaugural Chief Information and Customer Officer, aimed at aligning IT strategy with business growth.

GenAI is revolutionising businesses by dismantling data silos, enabling seamless integration and boosting efficiency across diverse operational systems.

Petbarn has launched 'PetAds', a dynamic retail media network aimed at Australia's 2.9 million pet owners, enhancing brand engagement through targeted campaigns.

Recent advancements in conversational AI are transforming customer experiences, as brands embrace AI to foster deeper relationships and enhance engagement.

BillingPlatform has been named a Leader in Forrester's Q1 2025 report for Recurring Billing Solutions, scoring 5 out of 5 in 16 criteria.

A study by Juniper Research predicts a global 18% rise in remote physical goods fraud by 2025, with losses reaching USD $10 billion, driven by advanced tactics.

Sinch predicts a transformation in digital customer communications by 2025, emphasising AI's role alongside human agents in enhancing engagement.

Bureau has raised USD $30 million in a Series B funding round, aiming to tackle the global fraud crisis, which costs USD $486 billion each year.

Umbraco forecasts that AI, personalisation, and security will shape CMS platforms in 2025, emphasising reduced carbon footprints and enhanced user experiences.

8x8 has reported over 60% year-on-year growth in new product sales, attributed to the rising demand for its AI-powered customer experience solutions.

HiTRUST highlights the need for a balance between online security and user experience in digital payments, as businesses face increasing pressures in this sector.

United Cellars has been honoured at the Asia eCommerce Awards 2024 for leveraging technology to enhance customer experiences with SmartOSC's support.

Pegasystems has unveiled enhancements to its Pega GenAI Blueprint, aiming to expedite legacy systems' modernization and alleviate technical debt.

8x8 has launched new AI-driven enhancements to its cloud platform, aiming to boost customer engagement and support over 50 languages for live chats.

As the race for customer loyalty intensifies, Australian and New Zealand banks must modernise rapidly to meet soaring digital expectations.

Many Australian organisations can mark down 2024 as the year that IT resilience was elevated from a technology to a whole-of-business and whole-of-customer-journey conversation.

Elise Balsillie of Thryv advises small businesses on integrating AI, highlighting data quality and the importance of balancing automation with human interaction.