Customer Journey Stories

UK Stories

Customer Journey stories

Confused.com launches Connect offsite commerce media

Advertisers can now target in-market consumers beyond insurance as new audience signals from comparison-shopping activity extend across multiple channels.

By Sofiah Nichole Salivio • 3 min read • This month

Data Protection

Gen Z shoppers embrace AI but switch brands over trust

Retailers risk losing Gen Z buyers quickly, as 43% have switched brands over AI use despite widespread adoption of recommendations.

By Joseph Gabriel Lagonsin • 4 min read • This month

Fintech

Experian launches Fast Track to cut credit rejections

Borrowers could face fewer last-minute declines as more affordability and identity checks are moved into pre-approval, starting with Lendable.

By Karen Joy Bacudo • 4 min read • This month

Global Stories

Customer Journey stories

Digital Transformation

Abbyy names Paula Sanders Chief Customer Experience Officer

The restructure aims to cut handoffs between sales, support and implementation as software buyers demand clearer ownership after purchase.

By Joseph Gabriel Lagonsin • 3 min read • Today

Digital Transformation

Amazon rivals beauty chains as Australian sales shift online

Marketplaces are now taking as much Australian online beauty revenue as specialist chains, with consumers increasingly shopping through Amazon and social media.

By Raphael Veloso • 4 min read • Today

Firewalls

AI assistants now read online stores more than twice as often as Google. Most retailers can't see it

Many retailers are missing live customer queries because AI assistants now fetch product pages far more often than Google does.

By Pratham Jani • 6 min read • 2 days ago

Marketing Technologies

Restaurant Brands deepens search partnership with Optimisers

Accurate location data is now central to how diners find KFC, Pizza Hut and Taco Bell in New Zealand across search, maps and AI tools.

By Mara Sugue • 4 min read • Yesterday

DevOps

Datadog launches tools to monitor & test user journeys

The new tools aim to help teams spot when customers fail to complete checkout, sign-in or onboarding, despite healthy system metrics.

By Mara Sugue • 4 min read • Last week

Customer Experience

How multi-shopper AI is transforming retail store operations

Retailers could cut stockouts and queues as multi-shopper AI turns live store data into faster replenishment and staffing decisions.

By Andal Alwan • 4 min read • Last week

Digital Transformation

Al-Futtaim picks Juspay for 50-brand payments rollout

Customers across 50 brands in 12 markets will get a single checkout layer, as Al-Futtaim seeks fewer failed payments and easier reporting.

By Karen Joy Bacudo • 4 min read • Last week

Data Analytics

AI transforming B2B discovery - but human trust endures

AI is changing how B2B buyers make decisions - but an expert warns that it is not a substitute for effective human comms strategies.

By David Shilovsky • 5 min read • This month

Data Protection

Why trusted 'Customer Context' is critical in the agentic AI era

Without trusted customer data, autonomous agents can misfire at machine speed, putting consent, offers and records at risk across Asia Pacific.

By Belinda Lloyd • 5 min read • This month

Data Protection

Qualtrics unveils XM Data and AI Platform for 2027

The new system aims to help businesses cut churn and protect sales as poor customer experiences put nearly USD $3 trillion at risk.

By Sofiah Nichole Salivio • 4 min read • This month

Software-as-a-Service

Merlin rolls out NiCE CXone across 140 attractions

Guest service at Merlin's attractions has improved sharply, with issue resolution rising to 95% after an AI platform was rolled out.

By Sean Mitchell • 4 min read • This month

Stories from Other Regions

Customer Journey stories

Digital Transformation

Provident Bank unifies account opening across 135 branches

More than 800 staff will spend less time juggling systems as the bank shifts consumer and business account opening onto one platform.

By Karen Joy Bacudo • 3 min read • Last week

Software-as-a-Service

Braze named Gartner Leader for fourth straight year

Marketers weighing customer-engagement platforms may see Braze's latest Gartner ranking as a signal of stronger execution and vision in a crowded market.

By Joseph Gabriel Lagonsin • 3 min read • Last week