Customer Journey stories

Manhattan unveils embedded AI agents and fulfilment simulation tools to help retailers speed service, sharpen checkout and compare order strategies.

MiQ research finds consumers jump between screens and buying moments in minutes, prompting calls for a more flexible marketing model.

SAP and Google Cloud widen AI partnership to give marketers agent-driven campaign tools linking customer data, activation and optimisation.

Adobe unveils CX Enterprise to knit together AI agents, cloud partners and governed marketing workflows across large enterprise tech stacks.

Forrester says most firms cannot show AI marketing spend is lifting revenue or profit, as buyers rely on generative search and AI agents.

Clarks broadens its online range with a curated third-party marketplace powered by Marketplacer, keeping tight control over sellers and customer experience.

Adobe names 2026 award winners as Costa Crociere, TSB Bank, the NFL and Lenovo are honoured for data-led customer engagement.

Adobe's Sneaks programme puts early-stage ideas on stage, with Principal Evangelist Eric Matisoff saying the live format can help concepts evolve into products.

Adobe widens AI alliances with Amazon, Google, Microsoft, OpenAI and agencies to embed agent workflows across customer experience tools.

Adobe launches CX Enterprise Coworker to connect fragmented marketing systems and let AI agents carry out customer experience tasks with human oversight.

Adobe unveils CX Enterprise to let brands run AI-powered customer journeys across partner platforms, with new agents, governance and orchestration tools.

payabl. adds Visa Click to Pay across Europe, aiming to cut checkout friction, lift authorisations and reduce fraud for merchants.

UK firms shift to multi-channel customer chats as RCS traffic jumps 174% and agentic AI gains ground amid fraud concerns.

UK marketers race ahead of global peers in generative engine optimisation, with most already investing to boost visibility in AI-generated answers.

Manchester tech conference to probe AI governance, cyber defence and deepfake hiring as business leaders weigh trust, risk and customer experience.

Infobip marks 20 years with AgentOS launch as it pushes into agentic AI, aiming to unify customer data and let AI agents act across channels.

atis to launch first customer app in May as London salad chain boosts digital ordering, loyalty rewards and direct customer data control.

Banks are slowing AI rollouts as they prioritise process visibility, with Celonis arguing execution depends on understanding how work flows today.

Frasers launches Ask Frasers AI shopping assistant as early results show up to 25% higher online conversion, in a push to sharpen digital sales.

Minor Hotels teams up with Google, Salesforce, OneTrust and Deloitte on an AI-led data platform to sharpen guest service across 640 properties.