Customer Journey stories

Megantic and Shopify APAC say Australian eCommerce brands must adapt for AI-driven discovery or risk fading from shopper recommendations.

Businesses that integrate systems, act on data and move quickly are pulling ahead, while those relying on manual processes risk falling further behind.

Zurich appoints former Carsome executive Shukla to steer Asia Pacific digital and embedded insurance growth as Zurich Edge tops 100 partners.

Brands that dominate search and social share a deliberate strategy, while quieter rivals often lack the consistency, authority and distribution to be seen.

SiteMinder widens hotel distribution to AI booking tools as Demand Plus and Channels Plus link live rates to ChatGPT, Claude and partners.

Thryv has rolled out Thryv AI Lead Flow in Australia and New Zealand, aiming to help small businesses capture enquiries, score prospects and automate follow-up.

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.

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

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

Thryv says Australian and New Zealand small businesses need tidy websites, consistent listings and fresh reviews to win AI-driven recommendations.

Megantic and Shopify APAC warn Australian retailers to overhaul product data and site structure as AI shopping tools reshape discovery.

Gainsight adds MCP support to let customer success teams build AI agents that use live account data to automate retention and renewal work.

AI discovery is levelling eCommerce, with mid-sized Shopify brands gaining an edge over bigger rivals by making products clearer to generative engines.

Paysecure and Yaspa team up to add open banking, fraud controls and account-to-account payments to merchants' checkout flows.

AI is moving travel from inspiration to transaction, but live inventory, accuracy and booking infrastructure still stand between chat and checkout.

Personetics and Atomic team up to let banks prompt deposit and bill switching inside apps, aiming to cut friction and boost primary relationships.

Thales report finds weak login and sign-up flows are pushing users away, as trust in AI, data handling and digital services remains low.

AskNicely unveils Ask NiceAI to help managers at multi-site service businesses turn scattered customer feedback into faster, data-backed action.

Australian marketers split over who should own AI visibility, as 84% of leaders report fragmented responsibility and rising reputational risk.

BizCover brings SME insurance quoting into ChatGPT as Australia's small-business cover market tests a new AI-driven distribution channel.