Customer Journey stories - Page 3

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.

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.

Global mobile app installs jumped 10% in 2025 as sessions rose 7%, fuelled by surging finance and eCommerce usage in APAC and beyond.

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.

Generative AI is reshaping how Southeast Asian consumers discover, trust and buy, pushing brands to fight for visibility on the AI shelf.

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.

AI-referred traffic has surged 632% despite overall web visits slipping and rising acquisition costs squeezing digital marketing returns.

Clarity launches Surfacd, a tool tracking how B2B brands are portrayed across AI search and assistants such as ChatGPT and Perplexity.

Creative agency 30Acres will rebuild Zulu & Zephyr's global eCommerce platform on Shopify 2.0, with a new site launching in Q2 2026.

Visa survey finds most Asia Pacific shoppers use AI to browse, but many still distrust it with payment details at online checkout.