Customer Journey stories - Page 3

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.

JB Hi-Fi teams with Retail MediaWorks to launch Australia's first consumer electronics-focused retail media network across its 207-store empire.

Kentico launches AIRA Agentic Suite, bringing task-specific AI agents into its Xperience platform to automate and refine marketing workflows.

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.

Australian firms are turning observability from backroom monitor into strategic engine, fusing AI and data to drive growth and resilience.

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

IAG is rolling out Codafication's Crunchwork platform to unify property claims data, automate workflows and cut delays across suppliers.

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.

Australian retail media booms as brands race to turn fragmented customer data into 'gold' with unified, first-party identity and AI insight.

Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.

Australian firms are using connected graphs to uncover hidden churn risks, predicting departures earlier and sharpening loyalty strategies.

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.