Customer Journey Stories

Global Stories

Customer Journey stories

The next eCommerce interface may not be a screen

AI agents could soon handle shopping, payments and support in the background, forcing businesses to strengthen trust as screens fade from view.

By Bobby Joseph • 6 min read • Today

Digital Transformation

Banking's channel problem is really an accountability problem

Customers are forced to repeat themselves as banks split branch, app and call centre teams, leaving hand-offs poorly owned and journeys broken.

By Peter Kalen • 3 min read • Yesterday

Marketing Technologies

Commerce launches AI tools to boost product discovery

Merchants could gain more visibility in AI search and recommendation results as Commerce's new enrichment tools restructure catalogue data for machines.

By Joseph Gabriel Lagonsin • 4 min read • Today

Fintech

SEON expands fraud signals to spot AI-made identities

Risk teams now have 200 more checks to catch synthetic identities and AI-generated fraud by linking behaviour, devices and address data.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday

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 • 3 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 • 2 days ago

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 • Last 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 • Last 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 • Last month

Stories from Other Regions

Customer Journey stories

Data Analytics

Gate City Bank boosts digital use with Alkami tools

The North Dakota lender cut fraud losses and lifted logins after linking marketing, onboarding and banking tools into one platform.

By Karen Joy Bacudo • 4 min read • Today

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