Customer Journey stories - Page 4

Talkdesk unveils Commerce Orchestration and Consumer Goods Experience Cloud to coordinate AI-driven retail journeys end to end.

Brands must build “machine trust” by 2026 or risk vanishing from AI-led discovery as CEEK warns creativity alone will no longer secure visibility.

Google Cloud unveils Gemini CX AI platform to link retail and restaurant shopping, service and ordering into one joined-up experience.

Black Friday still delivered the peak online surge, but AI-driven search stretched shopping demand across a longer November window.

Brands are ditching fragmented martech stacks for centralised platforms as AI, richer messaging and costs expose the limits of siloed channels.

Customers profess loyalty but quietly walk away over price, experience or ethics, exposing how fragile many brand relationships have become.

Exactly.com predicts AI agents, social commerce and omnichannel retail will redefine trust, convenience and control in 2026 shopping.

Kentico's Xperience platform lands G2 Leader status and top reviews after a year of feature gains and over 100 new digital projects.

Freshworks names AI-focused marketer Kady Srinivasan as CMO to sharpen its global brand and go-to-market engine in crowded SaaS markets.

Conviva expands Digital Product Insights with AI-driven pattern analytics, unifying journeys across apps, websites and conversational agents.

Value for money drives online customer sentiment three times more than price, delivery speed or product quality, a study of reviews finds.

Lendi Group promotes Devesh Maheshwari to CTO to spearhead its AI-native transformation across Aussie and Lendi brands by mid-2026.

Social media fuelled a Black Friday boom in the UK, as Rithum data showed global social sales soaring 152% and online spend up 27%.

Martech guru shares a customer decisioning blueprint to tame AI, data and channels, ushering in autonomous, truly intelligent marketing.

Amperity debuts AI-powered tools for airlines and hotels, promising real-time personalised offers by unifying fragmented traveller data.

Odigo's takeover of Akio deepens its ALE Connect alliance with Alcatel-Lucent Enterprise, accelerating hybrid CCaaS and agentic AI innovation.

Ecommpay secures full Digital Accessibility Centre approval as its redesigned website and product pages meet WCAG 2.2 AA standards.

AI is set to reshape eCommerce by 2026, powering discovery, emotional journeys and flexible subscriptions built on cleaner product data.

Twilio predicts Asia Pacific customer service will face strict AI transparency rules and mandatory bot disclosures by 2026.

UiPath and Talkdesk are teaming up to fuse agentic AI, streamlining document-heavy healthcare contact centre workflows and cutting errors.