Customer Journey stories

Personalisation is revolutionising retail, driving customer loyalty and profitability, as businesses harness AI to enhance unique shopping experiences.

Mentor Group has appointed Lisa Ojomoh as its new Chief Revenue Officer, following 18 months in an interim role, to drive future sales and growth.

AI-driven lead qualification is transforming sales, enabling brands like Driva to boost conversion rates by 5% and streamline customer interactions.

LinkedIn has upgraded its Campaign Manager with new features like Media Planner and Ads Duplication, aimed at enhancing marketing efficiency and insights.

At Adobe Summit 2025, CEO Shantanu Narayen declared a 'golden age of design', where AI expands creativity's reach, empowering marketers and hobbyists alike.

Qualtrics has unveiled AI-driven updates to its XM for Customer Experience suite, promising businesses enhanced insights and tools to forge stronger customer connections.

The 2025 Unified Commerce Benchmark reveals that only 5% of evaluated retailers excel in omnichannel strategies, with leaders enjoying lower costs and higher customer satisfaction.

Adobe has announced a significant partnership with Amazon Web Services, aiming to enhance marketing and creative capabilities for businesses through advanced cloud integrations.

NICE has launched CXone Mpower Orchestrator, claiming it as the first solution for complete end-to-end automation in customer service via a single AI platform.

Extreme Networks has appointed Anisha Vaswani as its inaugural Chief Information and Customer Officer, aimed at aligning IT strategy with business growth.

GenAI is revolutionising businesses by dismantling data silos, enabling seamless integration and boosting efficiency across diverse operational systems.

Petbarn has launched 'PetAds', a dynamic retail media network aimed at Australia's 2.9 million pet owners, enhancing brand engagement through targeted campaigns.

Recent advancements in conversational AI are transforming customer experiences, as brands embrace AI to foster deeper relationships and enhance engagement.

BillingPlatform has been named a Leader in Forrester's Q1 2025 report for Recurring Billing Solutions, scoring 5 out of 5 in 16 criteria.

A study by Juniper Research predicts a global 18% rise in remote physical goods fraud by 2025, with losses reaching USD $10 billion, driven by advanced tactics.

CIBC Innovation Banking has extended a GBP £5 million corporate debt facility to Infinity, bolstering the call tracking firm’s growth and product development efforts.

A SAP Emarsys study reveals that 83% of UK consumers feel undervalued by their preferred brands, signalling a troubling disconnect in brand loyalty.

Sinch predicts a transformation in digital customer communications by 2025, emphasising AI's role alongside human agents in enhancing engagement.

Bureau has raised USD $30 million in a Series B funding round, aiming to tackle the global fraud crisis, which costs USD $486 billion each year.

Umbraco forecasts that AI, personalisation, and security will shape CMS platforms in 2025, emphasising reduced carbon footprints and enhanced user experiences.