Customer Journey stories

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.

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

ServiceNow research says Irish customers lose 284 million hours a year to poor support, as fragmented systems and weak empathy blunt AI gains.

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.

Cover Genius expands leadership team with Jennifer Aubert Parker as Chief Revenue Officer and Nidhi Daga as Global Senior Vice President, Marketing.

Klaviyo has launched Composer, an AI tool that drafts data-driven marketing campaigns from plain-language prompts, now in private beta.

Infobip data shows single-channel alerts collapsing as brands pivot to omnichannel, AI-led conversations across SMS, RCS, WhatsApp and voice.

OXIL unveils a safeguarding-based blueprint to fight online scams, shifting responsibility from individuals to coordinated organisational action.

Brickflow powers 20 specialist bridging deals for Loans Warehouse, delivering total lending above GBP £4.5m amid rising short-term finance demand.

Qualtrics launches AI-powered customer experience tools to unify feedback, automate analysis and fix service issues before they escalate.

SeenThis and Vudoo join forces to deliver shoppable video ads on the open web, linking viewer attention directly to on-screen purchases.

Pacvue to plug Reddit Ads into its commerce system, uniting community insights with retail media planning in one performance workflow.

Gamma is urging organisations to prioritise quick CX wins, reducing customer friction and risk while building momentum for longer-term change.

As AI transforms search, traditional marketing metrics lose clout, making always-on brand visibility the new make-or-break advantage.