Customer Journey stories
AI-generated shopping answers are steering more supermarket discovery, with local chains still beating Amazon in Australian grocery searches.
Incorrect AI responses are already steering customers away, with Atlas finding factual errors in most brand profiles across major platforms.
Brands can now tailor automated service to their own rules as Klaviyo opens its Customer Agent AI tool to custom functions and integrations.
Retailers face a shift in trust as 64% of Gen Z shoppers buy on AI recommendations without checking other sources, a study finds.
Companies using AI for customer experience are cutting churn and lifting revenue, with Qualtrics saying richer feedback can triple insights.
AI agents are weakening familiar B2B sales tactics, forcing firms to rethink how they measure demand and win trust earlier.
Marketers could spend less time switching between tools as SAS embeds specialist agents into Customer Intelligence 360 for journeys and search.
Shoppers can now see cashback offers in real time inside ChatGPT chats, as Minty targets AI-led buying decisions and retail media budgets.
Thousands of players and retailers now rely on new real-time links after Lotto New Zealand completed an 18-month systems overhaul.
Small businesses can stretch tight budgets further as email, design and analytics platforms help them attract customers and cut manual work.
Contact centres are using AI to cut admin, explain demand spikes and help agents, with savings and faster resolutions already visible.
For multi-location service brands, the new tool links surveys, reviews and listings to help lift ratings, retain customers and cut costs.
Borrowers and brokers could see faster mortgage processing as Vernon Building Society adds a new digital layer without replacing core systems.
B2B tech firms are wasting budget on one-off assets as tighter content systems help extend reach, sharpen messaging and improve ROI.
Brands risk losing ground as influencer activity is now being tied to sales, traffic and customer growth across UK and Europe.
Poorly translated expertise is leaving many Southeast Asian B2B tech firms invisible to buyers and weakening shortlist chances.
More banks and credit unions are opting for bundled onboarding and engagement tools as Alkami ties account opening to digital banking and marketing.
Shoppers can now buy eligible beauty products in Google’s AI tools, as Ulta pushes discovery and checkout into conversational search.
Europe-hosted automation may ease data concerns for brands, as Braze adds AI workflows that aim to speed campaign creation and targeting.
Brands flooding customers with AI-generated messages risk wasted spend, as Braze says only those tying tools to live data are seeing clear returns.