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Customer Journey Stories - Page 2

Global Stories

Customer Journey stories

Adactin teams up with Cyara on IVR testing in Australia
Digital Transformation

Adactin teams up with Cyara on IVR testing in Australia

Government agencies and enterprises in Australia gain tighter checks on AI-led contact centres as Adactin adds Cyara's IVR testing platform.

By Mark Tarre • 4 min read • Last week
Agentic AI-facilitated spending to hit USD $3.35tn by 2030
Data Protection

Agentic AI-facilitated spending to hit USD $3.35tn by 2030

Household budgets are set to be reshaped as AI agents steer purchases worth USD $3.35tn by 2030, WARC and PHD say.

By Mark Tarre • 4 min read • Last week
2026 holiday predictions: The evolving customer journey
Digital Transformation

2026 holiday predictions: The evolving customer journey

Rising fraud, shipping costs and AI-driven shopping are set to squeeze retailers' margins this holiday season unless customer data improves.

By Edmund Ng • 4 min read • Last week
Overtime & Authvia join up on receivables payments
Software-as-a-Service

Overtime & Authvia join up on receivables payments

Receivables teams could cut friction as the joint platform lets consumers settle balances during the same voice, SMS or digital exchange.

By Mark Tarre • 4 min read • Last week
Wayvia launches professional services arm with new hires
Software-as-a-Service

Wayvia launches professional services arm with new hires

Brands facing AI-driven shopping shifts will get hands-on support as Wayvia adds advisory and execution services alongside its platform.

By Sofiah Nichole Salivio • 4 min read • Last month
Hospitality POS shifts to connected self-service platforms
Software-as-a-Service

Hospitality POS shifts to connected self-service platforms

Operators could lift spend and speed service as hospitality payments move from fixed terminals to connected platforms across venues.

By Sofiah Nichole Salivio • 4 min read • Last month
AI leaders call for stricter governance & oversight
Software-as-a-Service

AI leaders call for stricter governance & oversight

Pressure is mounting on companies to prove AI is governed in real time, as agentic systems take decisions and access sensitive data.

By Mark Tarre • 9 min read • Last month
Sprinklr adds AI tools to speed customer responses
Software-as-a-Service

Sprinklr adds AI tools to speed customer responses

Faster real-time responses may help brands cut manual analysis as the new release links customer signals with AI tools across service and marketing.

By Joseph Gabriel Lagonsin • 4 min read • Last month
AI reshapes customer data, loyalty and marketing decisions
Data Protection

AI reshapes customer data, loyalty and marketing decisions

Better customer data is becoming essential as AI agents start to shape product discovery, loyalty and campaign choices in real time.

By Mark Tarre • 5 min read • Last month
Asia-Pacific executives hail AI's rapid business rise
Customer Relationship Management

Asia-Pacific executives hail AI's rapid business rise

AI is now embedded in reporting and operations across the region, but executives warn that governance, data sovereignty and shadow use lag behind.

By Mark Tarre • 6 min read • Last month
Australia & New Zealand lead in agentic AI adoption
Digital Transformation

Australia & New Zealand lead in agentic AI adoption

Consumers in Australia and New Zealand are facing longer waits and repeated handovers as companies rush to deploy agentic AI, Genesys found.

By Mark Tarre • 4 min read • Last month
Why AI projects that don't start with a study of customer behaviour are destined to disappoint
Data Analytics

Why AI projects that don't start with a study of customer behaviour are destined to disappoint

Many AI roll-outs miss returns for years because businesses fail to spot customer pain points before automating broken processes.

By James Johnstone • 4 min read • Last month
Umbraco launches Automate with AI workflow controls
Software-as-a-Service

Umbraco launches Automate with AI workflow controls

Marketing teams can now automate customer journeys and routine site tasks without sending data to a separate platform, easing GDPR concerns.

By Mark Tarre • 4 min read • Last month

Stories from Other Regions

Customer Journey stories

Australian retailers back AI shopping as trust lags
Customer Relationship Management

Australian retailers back AI shopping as trust lags

Australians remain wary of AI at checkout, with 64% uneasy about letting systems buy on their behalf despite rapid retailer investment.

By Karen Joy Bacudo • 4 min read • Last week
Retailers lag on core system integration, survey finds
Customer Relationship Management

Retailers lag on core system integration, survey finds

Fragmented systems are squeezing margins and slowing decisions for most direct-to-consumer brands, according to a survey of retail leaders.

By Sean Mitchell • 4 min read • Last week
Businesses warned of traffic surge at England half-time
Fintech

Businesses warned of traffic surge at England half-time

England's semi-final could send shoppers online in a half-time rush, with slower sites risking lost sales and checkout failures.

By Sofiah Nichole Salivio • 3 min read • Last month
British Council taps Daon for global identity checks
Software-as-a-Service

British Council taps Daon for global identity checks

Millions of test takers will face tighter checks as the British Council rolls out Daon's facial authentication across its global exams.

By Sean Mitchell • 3 min read • Last month
Merchants urged to check BNPL compliance at checkout
Fintech

Merchants urged to check BNPL compliance at checkout

Shoppers could face clearer repayment terms and stricter affordability checks as UK oversight of buy now, pay later products tightens.

By Karen Joy Bacudo • 3 min read • Last month