Customer Journey stories
NiCE & AWS deepen AI partnership to power CX automation
Last week
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uc
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digital transformation
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hyperscale
NiCE expands its AI partnership with AWS to enhance CXone Mpower, bringing advanced AI-powered automation to customer experience workflows at enterprise scale.
NTT DATA unveils digital claims platform for UK auto lenders
Last week
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digital transformation
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cx
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martech
NTT DATA launches a digital claims platform to help UK banks and auto lenders manage redress claims amid growing scrutiny over motor finance deals.
NiCE & Snowflake partner to boost secure AI-driven data sharing
Last week
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uc
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data analytics
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digital transformation
NiCE teams up with Snowflake to enable secure, AI-driven sharing and automation of customer data, enhancing efficiency and personalisation across enterprises.
Does anyone know what a CDP is anymore?
Last week
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crm
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cx
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martech
Customer Data Platforms are evolving beyond marketing, becoming essential for unified data, AI readiness, and privacy compliance across enterprises.
Amplitude unveils AI Agents to automate digital product growth
This month
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data analytics
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digital transformation
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cx
Amplitude launches AI Agents to automate product development tasks, boosting efficiency and improving digital product growth across organisations.
FICO named leader in Forrester AI decision platforms report
This month
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data analytics
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cx
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data science
FICO leads Forrester's AI decision platforms report, achieving top scores for its platform's innovation and decision-making capabilities among 15 vendors.
Rethinking CRM: How generative AI Is breaking down silos and redefining the future of customer service
This month
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crm
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digital transformation
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cx
Generative AI is transforming CRM, breaking down silos across teams to deliver seamless, personalised customer experiences and boost business agility.
ANZ consumers want first-contact solutions but satisfaction lags
This month
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uc
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cx
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martech
Research shows 53% of ANZ consumers value first-contact resolution in service, yet only 33% of CX leaders believe they deliver highly personalised experiences.
Qualtrics helps Asia Pacific firms boost customer experience
Last month
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digital transformation
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cx
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martech
Qualtrics is aiding Asia Pacific firms like CBA and MSB to enhance customer loyalty and engagement through advanced feedback and AI-driven insights.
Australian firms slow to lead despite AI offering AUD $2 trillion
Last month
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digital transformation
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cx
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martech
Despite AI offering AUD $2 trillion in value, only 7% of Australian executives aim to lead adoption, lagging far behind global peers.
Does anyone know what a CDP is anymore?
Last month
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crm
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encryption
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cx
CDPs, once confused with CRMs, now power data-driven customer experiences across enterprises, adapting to AI, privacy, and complex tech ecosystems.
More than half of UK consumers abandon brands over bad apps
Last month
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cx
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martech
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software
Research by Amplitude shows 58% of UK consumers abandon brands after app glitches, prioritising seamless functionality over sleek design to keep loyalty.
The new customer data imperative: Real-life challenges and recommendations
Last month
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cx
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martech
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personalisation
Organisations face data silos and quality issues in customer data investments, yet marketing-IT collaboration and clear use cases help unlock value, experts reveal.
Amplitude unveils new tools to unify marketing & product data
Last month
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data analytics
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cx
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martech
Amplitude launches new enterprise tools unifying marketing and product data, offering marketers a comprehensive view to better optimise campaigns and customer journeys.
How South Africa is unlocking better customer experience for UK businesses
Last month
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digital transformation
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cx
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martech
South Africa's contact centres blend skilled agents and tech, helping UK firms enhance personalised, empathetic customer experiences amid rising digital demands.
Nationwide wins Best Use of Customer Insight award
Last month
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data analytics
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digital transformation
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cx
Nationwide wins Best Use of Customer Insight at the Institute of Customer Service Awards 2025 for its work with Medallia and Kantar improving member experience.
Consumer frustration, poor digital experiences on the rise
Last month
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cx
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martech
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digital engagement
91% of consumers faced frustrating digital issues last year, leading to revenue loss and loyalty decline, says Conviva's 2025 report.
Twilio teams with Microsoft to drive enterprise conversational AI
Last month
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saas
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digital transformation
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cx
Twilio partners with Microsoft in a multi-year deal to boost enterprise conversational AI, enhancing customer engagement through advanced AI and Azure integration.
AI adoption grows in Singapore retail as trust concerns persist
Last month
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digital transformation
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cx
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martech
Salesforce's report reveals 85% of Singaporean retailers plan to boost AI investments, with 69% viewing AI agents as vital for competitive edge in 2025.
StackAdapt debuts unified platform for email & programmatic ads
Last month
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cx
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martech
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commerce systems
StackAdapt launches new email and Data Hub tools, integrating owned and paid media via one platform to boost marketers' efficiency and insight.