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Customer Journey Stories - Page 18

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Does anyone know what a CDP is anymore?
Customer Relationship Management

Does anyone know what a CDP is anymore?

Customer Data Platforms are evolving beyond marketing, becoming essential for unified data, AI readiness, and privacy compliance across enterprises.

By Steven Schuler • 5 min read • Tue, 17th Jun 2025
Amplitude unveils AI Agents to automate digital product growth
Data Analytics

Amplitude unveils AI Agents to automate digital product growth

Amplitude launches AI Agents to automate product development tasks, boosting efficiency and improving digital product growth across organisations.

By Kaleah Salmon • 4 min read • Thu, 12th Jun 2025
FICO named leader in Forrester AI decision platforms report
Data Analytics

FICO named leader in Forrester AI decision platforms report

FICO leads Forrester's AI decision platforms report, achieving top scores for its platform's innovation and decision-making capabilities among 15 vendors.

By Jed Nykolle Harme • 3 min read • Wed, 11th Jun 2025
Rethinking CRM: How generative AI Is breaking down silos and redefining the future of customer service
Customer Relationship Management

Rethinking CRM: How generative AI Is breaking down silos and redefining the future of customer service

Generative AI is transforming CRM, breaking down silos across teams to deliver seamless, personalised customer experiences and boost business agility.

By Rakesh Prabhakar • 5 min read • Wed, 11th Jun 2025
ANZ consumers want first-contact solutions but satisfaction lags
Unified Communications

ANZ consumers want first-contact solutions but satisfaction lags

Research shows 53% of ANZ consumers value first-contact resolution in service, yet only 33% of CX leaders believe they deliver highly personalised experiences.

By Shannon Williams • 5 min read • Wed, 4th Jun 2025
Agentic AI must enhance human connections, Qualtrics chief urges
Customer Relationship Management

Agentic AI must enhance human connections, Qualtrics chief urges

Qualtrics president Brad Anderson urges firms to harness agentic AI to enhance genuine human connections in customer and employee experiences or risk falling behind.

By Melania Watson • 5 min read • Thu, 29th May 2025
Does anyone know what a CDP is anymore?
Customer Relationship Management

Does anyone know what a CDP is anymore?

CDPs, once confused with CRMs, now power data-driven customer experiences across enterprises, adapting to AI, privacy, and complex tech ecosystems.

By Steven Schuler • 5 min read • Mon, 26th May 2025
The new customer data imperative: Real-life challenges and recommendations
Customer Experience

The new customer data imperative: Real-life challenges and recommendations

Organisations face data silos and quality issues in customer data investments, yet marketing-IT collaboration and clear use cases help unlock value, experts reveal.

By Billy Loizou • 8 min read • Thu, 22nd May 2025
Amplitude unveils new tools to unify marketing & product data
Data Analytics

Amplitude unveils new tools to unify marketing & product data

Amplitude launches new enterprise tools unifying marketing and product data, offering marketers a comprehensive view to better optimise campaigns and customer journeys.

By Kaleah Salmon • 4 min read • Wed, 21st May 2025
Consumer frustration, poor digital experiences on the rise
Customer Experience

Consumer frustration, poor digital experiences on the rise

91% of consumers faced frustrating digital issues last year, leading to revenue loss and loyalty decline, says Conviva's 2025 report.

By Jed Nykolle Harme • 4 min read • Tue, 20th May 2025
Twilio teams with Microsoft to drive enterprise conversational AI
Software-as-a-Service

Twilio teams with Microsoft to drive enterprise conversational AI

Twilio partners with Microsoft in a multi-year deal to boost enterprise conversational AI, enhancing customer engagement through advanced AI and Azure integration.

By Sean Mitchell • 5 min read • Thu, 15th May 2025
StackAdapt debuts unified platform for email & programmatic ads
Customer Experience

StackAdapt debuts unified platform for email & programmatic ads

StackAdapt launches new email and Data Hub tools, integrating owned and paid media via one platform to boost marketers' efficiency and insight.

By Catherine Knowles • 4 min read • Thu, 8th May 2025
NICE & ServiceNow partner on AI to unify customer service
Customer Relationship Management

NICE & ServiceNow partner on AI to unify customer service

NICE and ServiceNow partner to launch an AI-powered platform by Q4 2025, uniting customer service and enterprise operations for faster, seamless fulfilment.

By Shannon Williams • 4 min read • Thu, 8th May 2025

Stories from Other Regions

Customer Journey stories

Australian firms slow to lead despite AI offering AUD $2 trillion
Digital Transformation

Australian firms slow to lead despite AI offering AUD $2 trillion

Despite AI offering AUD $2 trillion in value, only 7% of Australian executives aim to lead adoption, lagging far behind global peers.

By Melania Watson • 4 min read • Wed, 28th May 2025
More than half of UK consumers abandon brands over bad apps
Customer Experience

More than half of UK consumers abandon brands over bad apps

Research by Amplitude shows 58% of UK consumers abandon brands after app glitches, prioritising seamless functionality over sleek design to keep loyalty.

By Shannon Williams • 3 min read • Thu, 22nd May 2025
How South Africa is unlocking better customer experience for UK businesses
Digital Transformation

How South Africa is unlocking better customer experience for UK businesses

South Africa's contact centres blend skilled agents and tech, helping UK firms enhance personalised, empathetic customer experiences amid rising digital demands.

By Hans Zachar • 4 min read • Wed, 21st May 2025
Nationwide wins Best Use of Customer Insight award
Data Analytics

Nationwide wins Best Use of Customer Insight award

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.

By Kaleah Salmon • 3 min read • Tue, 20th May 2025