Customer Journey stories
Mailchimp boosts eCommerce tools with wider EMEA SMS rollout
Today
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customer journey
Mailchimp expands eCommerce tools and AI-driven automation, rolling out SMS to 34 new EMEA markets to boost small business marketing ROI.
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Ultamation hires Pixel Kicks for new digital platform
Last week
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customer journey
Ultamation taps Manchester digital agency Pixel Kicks to build a unified WordPress and WooCommerce platform for its growing software services.
JB Hi-Fi launches consumer electronics retail media network
Last week
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customer journey
JB Hi-Fi teams with Retail MediaWorks to launch Australia’s first consumer electronics-focused retail media network across its 207-store empire.
Kentico unveils AIRA agents to transform marketing work
Last week
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customer journey
Kentico launches AIRA Agentic Suite, bringing task-specific AI agents into its Xperience platform to automate and refine marketing workflows.
8x8 sees AI customer interactions surge across voice, chat
Last week
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customer journey
8x8 reports triple-digit growth in AI voice and messaging for CX, as contact centres scale automation beyond pilots across channels.
Smart Communications debuts AI tools for compliance-led CX
Last week
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customer journey
Smart Communications launches AI-powered tools to help regulated firms modernise customer communications, data capture and archiving at scale.
Observability & AI spark Australia’s business edge
Last week
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customer journey
Australian firms are turning observability from backroom monitor into strategic engine, fusing AI and data to drive growth and resilience.
Toyota & Cuvva launch app-based short-term car cover
Last week
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customer journey
Toyota teams with digital insurer Cuvva to launch app-based, short-term comprehensive car cover for Toyota and Lexus drivers across the UK.
TheyDo unveils Analyst Agent for customer journey AI
Last month
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customer journey
TheyDo launches Analyst Agent, an AI tool in its journey platform that answers plain-language questions by analysing customer journey data.
IAG taps Codafication’s Crunchwork to streamline claims
Last month
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customer journey
IAG is rolling out Codafication’s Crunchwork platform to unify property claims data, automate workflows and cut delays across suppliers.
Hype & Dexter rebrands to Avidly APAC in ANZ shift
Last month
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customer journey
Hype & Dexter has rebranded as Avidly APAC, aligning with Avidly Group to scale HubSpot-focused services across Australia and New Zealand.
Dynatrace boosts RUM & DevX for AI‑driven observability
Last month
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customer journey
Dynatrace unifies real user monitoring, AI tracing and developer tools on one platform to streamline cloud-native, AI-assisted software delivery.
Constructor earns sole Customers’ Choice in Gartner report
Last month
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customer journey
Constructor named sole Customers’ Choice in 2025 Gartner Peer Insights report for search and product discovery, earning perfect user rating.
EE opens Lakeside store with AI safety appointments
Last month
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customer journey
EE has opened a new Lakeside Experience store, piloting ‘Stay Safe with AI’ sessions amid a GBP £3 million UK retail investment plan.
A CX Measurement Gap That Has Been Circling for Years
Last month
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customer journey
CX leaders are drowning in data yet missing early friction, as outdated metrics fail to reveal hidden effort across complex journeys.
PushON unveils Connect to unify eCommerce marketing
Last month
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customer journey
PushON launches Connect to unify fragmented eCommerce marketing, promising cross-channel insight and clearer links between spend and sales.
Expert details the data ‘gold’ fuelling retail media
Last month
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customer journey
Australian retail media booms as brands race to turn fragmented customer data into ‘gold’ with unified, first-party identity and AI insight.
Calabrio unveils unified view for human & AI agents
Last month
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customer journey
Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.
TELUS, RingCentral boost Business Connect with AI tools
Last month
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customer journey
TELUS and RingCentral will infuse Business Connect with AI assistants, receptionists and insights tools, rolling out to users in early 2026.
Exposing the risks of customer churn using a connected graph
Last month
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customer journey
Australian firms are using connected graphs to uncover hidden churn risks, predicting departures earlier and sharpening loyalty strategies.