Customer Journey stories - Page 7

AI is set to reshape eCommerce by 2026, powering discovery, emotional journeys and flexible subscriptions built on cleaner product data.

Twilio predicts Asia Pacific customer service will face strict AI transparency rules and mandatory bot disclosures by 2026.

UiPath and Talkdesk are teaming up to fuse agentic AI, streamlining document-heavy healthcare contact centre workflows and cutting errors.

Yorkshire's Apollo3D launches Infinity Virtual Tours, turning Matterport scans into guided, data-rich journeys for retail, venues and estates teams.

Experts reveal 2026 CX trends: seamless AI-human service, hyper-individualised experiences, and AI as an intimate advisor shaping marketing strategies.

By 2026, AI agents will fully manage shopping, choosing and buying products based on your style and needs, transforming retail into seamless, intelligent commerce.

Australian eyewear retailers Specsavers and OPSM top customer service rankings, while Bendigo Bank leads non-retail brands in KPMG's CX excellence study.

SAS has been named a leader in real-time interaction software for its Customer Intelligence 360, excelling in AI and data-driven customer engagement.

Businesses must blend human interaction with digital innovation to deliver personalised, customer-first experiences that build trust and simplify processes.

Australian shoppers are set to spend a record AUD $6.8 billion during Black Friday to Cyber Monday, with social media buzz driving soaring online engagement.

IGT Solutions expands its partnership with NiCE to deploy AI-driven CXone Mpower platform, enhancing global customer experience in aviation and travel sectors.

Sinch predicts AI-driven digital messaging will grow fivefold by 2026, reshaping customer engagement with smarter, faster, and more secure communications.

AI, social media, and flexible payments like BNPL will shape festive shopping as 69% of consumers trust AI to assist their Black Friday and holiday purchases.

Priceline Pharmacy partners with Zitcha to expand its retail media network, tapping into 9.5 million loyalty members with enhanced advertising solutions.

Combining human empathy with AI's smart automation transforms contact centres, boosting efficiency and delivering personalised customer experiences.

Amperity launches Real-Time Profiles, combining live activity with historical data to enable instant, personalised customer experiences across marketing and service.

Loyalty experts in APAC predict 2026 will see AI-driven hyperpersonalisation, real-time offers, gamification, and seamless omnichannel experiences revolutionising customer loyalty.

Customer Science launches CommScore.AI, an AI tool that optimises customer communications to boost brand alignment, efficiency and satisfaction.

Insurance Australia Group teams up with Adobe to use AI for personalised, seamless customer experiences across its retail insurance brands.

Customer experience excellence hinges on robust data management, as Australian firms invest in AI and analytics to meet soaring consumer expectations.