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Customer Journey Stories - Page 2

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Customer Journey stories

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Customer Journey stories

The 70% problem: Why checkout is still where eCommerce goes to die
Digital Transformation

The 70% problem: Why checkout is still where eCommerce goes to die

Merchants could win back lost sales as tokenised checkout trims friction, reduces card-not-present fraud and keeps payment data in bank rails.

By Suzana Kordumova • 3 min read • This month
Adobe completes Semrush deal to boost AI search tools
Digital Transformation

Adobe completes Semrush deal to boost AI search tools

The acquisition gives marketers new tools to track brand visibility as AI-led discovery reshapes how shoppers find products online.

By Sean Mitchell • 5 min read • This month
Data quality powers KYB: Mitigating risk and fighting fraud in real-time
Fintech

Data quality powers KYB: Mitigating risk and fighting fraud in real-time

Real-time business checks can now flag fraud, sanctions risks and beneficial owners before financial institutions onboard risky clients.

By Bud Walker • 5 min read • This month
TD Insurance launches first AI chatbot for clients
Unified Communications

TD Insurance launches first AI chatbot for clients

The tool aims to cut routine enquiries and help Canadians compare cover without logging in, as TD expands AI across its businesses.

By Joseph Gabriel Lagonsin • 4 min read • This month
Klaviyo launches Custom Skills for Customer Agent AI tool
Software-as-a-Service

Klaviyo launches Custom Skills for Customer Agent AI tool

Brands can now tailor automated service to their own rules as Klaviyo opens its Customer Agent AI tool to custom functions and integrations.

By Sean Mitchell • 4 min read • This month
Gen Z shoppers trust AI recommendations, study finds
Customer Experience

Gen Z shoppers trust AI recommendations, study finds

Retailers face a shift in trust as 64% of Gen Z shoppers buy on AI recommendations without checking other sources, a study finds.

By Sofiah Nichole Salivio • 4 min read • Last month
'Self-learning' AI big boon for Qualtrics' CX
Unified Communications

'Self-learning' AI big boon for Qualtrics' CX

Companies using AI for customer experience are cutting churn and lifting revenue, with Qualtrics saying richer feedback can triple insights.

By David Shilovsky • 5 min read • Last month

Stories from Other Regions

Customer Journey stories

First-party data is the new oil: Why Australian businesses can't afford to wait
Customer Relationship Management

First-party data is the new oil: Why Australian businesses can't afford to wait

Privacy rules and browser changes are forcing Australian businesses to rebuild marketing around consented customer records before performance drops further.

By Lovan • 7 min read • This month
Millennials trust AI more than Gen Z, survey finds
Customer Experience

Millennials trust AI more than Gen Z, survey finds

Australians are using AI heavily, but most still want clear labelling and sourcing before they trust its search and shopping advice.

By Sofiah Nichole Salivio • 4 min read • This month
Edinburgh study calls for youth-friendly banking redesign
Gaming

Edinburgh study calls for youth-friendly banking redesign

Researchers found young Scots want simpler digital banking, stronger scam protection and advice that fits milestones such as jobs and rent.

By Karen Joy Bacudo • 5 min read • This month
Woolworths & Coles top AI grocery visibility in Australia
Digital Transformation

Woolworths & Coles top AI grocery visibility in Australia

AI-generated shopping answers are steering more supermarket discovery, with local chains still beating Amazon in Australian grocery searches.

By Mark Tarre • 4 min read • This month
Atlas warns of AI reputation breach for businesses
Software-as-a-Service

Atlas warns of AI reputation breach for businesses

Incorrect AI responses are already steering customers away, with Atlas finding factual errors in most brand profiles across major platforms.

By Catherine Knowles • 4 min read • This month
Lotto NZ swaps core gaming systems in EDGE rollout
Data Analytics

Lotto NZ swaps core gaming systems in EDGE rollout

Thousands of players and retailers now rely on new real-time links after Lotto New Zealand completed an 18-month systems overhaul.

By Sofiah Nichole Salivio • 3 min read • Last month
6 digital marketing tools founders use to scale smarter
Data Analytics

6 digital marketing tools founders use to scale smarter

Small businesses can stretch tight budgets further as email, design and analytics platforms help them attract customers and cut manual work.

By Darian Kovacs • 10 min read • Last month
Turning practical AI use cases into measurable impact
Unified Communications

Turning practical AI use cases into measurable impact

Contact centres are using AI to cut admin, explain demand spikes and help agents, with savings and faster resolutions already visible.

By Richard Hall • 4 min read • Last month
AskNicely launches Reputation Manager for service chains
Data Analytics

AskNicely launches Reputation Manager for service chains

For multi-location service brands, the new tool links surveys, reviews and listings to help lift ratings, retain customers and cut costs.

By Kaleah Salmon • 4 min read • Last month
Vernon Building Society taps FintechOS for mortgage overhaul
Digital Transformation

Vernon Building Society taps FintechOS for mortgage overhaul

Borrowers and brokers could see faster mortgage processing as Vernon Building Society adds a new digital layer without replacing core systems.

By Karen Joy Bacudo • 4 min read • Last month