Customer Journey Stories - Page 17

Asian Stories

Customer Journey stories

Singapore Airlines taps Qualtrics & AI to enhance customer insights

Singapore Airlines partners with Qualtrics in a three-year deal to harness AI and data analytics for deeper insight into customer feedback and improved service.

By Melvin Hipolito • 3 min read • Tue, 22nd Jul 2025

Global Stories

Customer Journey stories

Customer Experience

Fergus appoints Hugh Walker as Head of Customer Experience

Fergus has appointed Hugh Walker as Head of Customer Experience to lead customer teams and enhance its job management software platform globally.

By Melvin Hipolito • 4 min read • Tue, 26th Aug 2025

Customer Relationship Management

NiCE, Salesforce deepen AI partnership for unified service

NiCE expands its AI partnership with Salesforce to unify customer service via deeper integration between CXone Mpower and Service Cloud platforms.

By Jed Nykolle Harme • 3 min read • Wed, 13th Aug 2025

Customer Experience

PriceSpider unveils Wayvia to advance AI-driven retail insights

PriceSpider launches Wayvia, an AI-driven retail platform that enhances brand insights and revenue across channels with 20 years of shopper data.

By Catherine Knowles • 4 min read • Fri, 25th Jul 2025

Digital Transformation

Arquelle Shaw named President Americas to drive Equinix growth

Equinix has appointed Arquelle Shaw as President, Americas, to lead growth and strategy across the US, Canada, and Latin America, starting immediately.

By Jed Nykolle Harme • 3 min read • Fri, 18th Jul 2025

Customer Relationship Management

AI Appreciation Day: What it means for the future of customer engagement

AI innovations are transforming customer engagement by unifying fragmented data and enabling real-time personalisation for enhanced experiences.

By Staff Writer • 7 min read • Mon, 14th Jul 2025

Data Analytics

AI Appreciation Day: Experts discuss business operations and transformation

Experts highlight how asset-centric firms must adopt AI carefully using a Walk, Jog, Run approach to integrate transformation and governance effectively.

By Staff Writer • 5 min read • Mon, 14th Jul 2025

Digital Transformation

Adobe brings AI-powered creative tools to Premier League fans

Adobe partners with the Premier League to introduce AI-powered creative tools and personalised content for 1.8 billion fans ahead of the 2025 Fantasy season.

By Sean Mitchell • 4 min read • Thu, 10th Jul 2025

Unified Communications

Genesys unveils AI Studio to power safe, scalable virtual agents

Genesys launches Cloud AI Studio with AI Guides, enabling firms to build scalable, ethical virtual agents for complex customer interactions without coding.

By Kaleah Salmon • 4 min read • Fri, 27th Jun 2025

Software-as-a-Service

Agentic AI and Saas - The next chapter in CX

Agentic AI is set to revolutionise SaaS customer service by autonomously resolving 80% of common issues, transforming user experience by 2029.

By Taylor Giddens • 5 min read • Thu, 26th Jun 2025

Customer Relationship Management

Avoid these 3 common pitfalls when using AI to improve customer experience

Avoid three common pitfalls when using AI for customer experience: integrate with your systems, avoid costly overhauls, and balance speed with strategy for best results.

By Rob Tarkoff • 3 min read • Tue, 24th Jun 2025

Unified Communications

NiCE & AWS deepen AI partnership to power CX automation

NiCE expands its AI partnership with AWS to enhance CXone Mpower, bringing advanced AI-powered automation to customer experience workflows at enterprise scale.

By Melvin Hipolito • 4 min read • Thu, 19th Jun 2025

Stories from Other Regions

Customer Journey stories

Customer Experience

Black Friday 2024 sees 3.1% growth as bounce rates increase

Black Friday 2024 saw a 3.1% growth in eCommerce sales as bounce rates rose 3.8%, with specialist retailers outperforming multi-category stores overall.

By Sean Mitchell • 4 min read • Thu, 4th Sep 2025

Digital Transformation

Why AI is key to match shifting customer expectations in Retail sector

Australian retailers must harness AI and emotional intelligence to meet fast-changing Gen Z and millennial expectations for seamless, personalised shopping.

By Maurice Zicman • 5 min read • Wed, 13th Aug 2025

Digital Transformation

Customer Science buys Friendly Persuasion to boost CX solutions

Customer Science has acquired Sydney's Friendly Persuasion, launching a new CX Communications division to enhance written customer experience solutions.

By Melvin Hipolito • 3 min read • Wed, 30th Jul 2025

Customer Experience

Westfield Rise launches AI-powered DOOH targeting for 600 profiles

Westfield Rise launches AI-driven DOOH platform, enabling brands to target 600 shopper profiles with precise digital-style campaigns in physical retail spaces.

By Jed Nykolle Harme • 3 min read • Tue, 15th Jul 2025

Software-as-a-Service

2degrees accelerates MVNO growth with Totogi SaaS platform switch

New Zealand's 2degrees speeds up its wholesale MVNO growth after switching to Totogi's cloud-native SaaS charging platform, enhancing agility and revenue.

By Catherine Knowles • 3 min read • Thu, 3rd Jul 2025