Customer Journey stories

Global Day of Unplugging puts pressure on brands to dial down digital noise and build more trusted, human and community-led connections.

B2B marketers say AI answer engines are reshaping buyer journeys, yet 81% admit brand visibility and positioning in AI remain a blind spot.

Vancouver-based Hiswai has launched Zuno, an AI chat layer that turns corporate websites into conversational, data-rich customer hubs.

Vudoo partners with PubMatic to bring shoppable, commerce-enabled ads to its programmatic marketplace via a single deal ID integration.

AI search tools cast brands in starkly different lights, with Google skewing early negative and ChatGPT souring sentiment near purchase.

International Women's Day in tech must go beyond hiring targets, giving women real power over what gets designed, funded and shipped.

Criteo joins OpenAI's ChatGPT ad pilot as first adtech partner, testing conversational commerce ads across ChatGPT Free and Go in the US.

Infovista launches VistaOne platform to fuse network and customer experience data, using agentic AI to speed decisions and cut operating costs.

Smart Communications helps organisations in regulated industries face down communication challenges every day.

Infobip launches AgentOS, an AI orchestration layer unifying customer data and channels so autonomous agents can manage and personalise service.

Google and Klaviyo are deepening ties to power AI “agentic commerce”, linking ads, search and RCS messaging to real-time customer data.

Unit4 makes its Success4U subscription the default model for ERPx and ERP delivery, promising faster, more predictable SaaS rollouts.

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.

Treasure Data launches Treasure Code, an AI-native command line that lets teams manage complex CDP operations and workflows in plain English.

Retailers risk USD $796bn in losses from returns and shrink in 2025, with omnichannel gaps fuelling preventable fraud and abuse.

Half of fraud chiefs say fast-changing, AI-powered scams are outpacing their defences, forcing a shift to real-time, adaptive protection.

DealerAssist launches rapid SaaS website platform for car dealers, promising live sites in a day with synced inventory and lead management.

Unilever taps Google Cloud's AI and data platforms in a five-year deal to build an enterprise-wide digital backbone for its global brands.

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.