Customer Journey stories

payabl. adds Visa Click to Pay across Europe, aiming to cut checkout friction, lift authorisations and reduce fraud for merchants.

UK firms shift to multi-channel customer chats as RCS traffic jumps 174% and agentic AI gains ground amid fraud concerns.

UK marketers race ahead of global peers in generative engine optimisation, with most already investing to boost visibility in AI-generated answers.

Manchester tech conference to probe AI governance, cyber defence and deepfake hiring as business leaders weigh trust, risk and customer experience.

Infobip marks 20 years with AgentOS launch as it pushes into agentic AI, aiming to unify customer data and let AI agents act across channels.

atis to launch first customer app in May as London salad chain boosts digital ordering, loyalty rewards and direct customer data control.

Banks are slowing AI rollouts as they prioritise process visibility, with Celonis arguing execution depends on understanding how work flows today.

Frasers launches Ask Frasers AI shopping assistant as early results show up to 25% higher online conversion, in a push to sharpen digital sales.

Minor Hotels teams up with Google, Salesforce, OneTrust and Deloitte on an AI-led data platform to sharpen guest service across 640 properties.

Gainsight adds MCP support to let customer success teams build AI agents that use live account data to automate retention and renewal work.

Paysecure and Yaspa team up to add open banking, fraud controls and account-to-account payments to merchants' checkout flows.

AI is moving travel from inspiration to transaction, but live inventory, accuracy and booking infrastructure still stand between chat and checkout.

Personetics and Atomic team up to let banks prompt deposit and bill switching inside apps, aiming to cut friction and boost primary relationships.

Thales report finds weak login and sign-up flows are pushing users away, as trust in AI, data handling and digital services remains low.

Luxury eCommerce growth slows to 1.8% as AI-driven shopping, price transparency and marketplace sales reshape brands' online control.

AskNicely unveils Ask NiceAI to help managers at multi-site service businesses turn scattered customer feedback into faster, data-backed action.

IDnow and Trustfull team up to add continuous fraud checks beyond onboarding, using behavioural and device signals to spot risk throughout customer journeys.

Rugs Direct and stampfree.ai unveil WhatsApp returns in UK retail pilot, as research shows shoppers want messaging apps for post-purchase tasks.

UK shoppers willing to pay more for seamless cross-channel retail, with younger consumers leading demand for friction-free journeys and consistent payments.

Cover Genius expands leadership team with Jennifer Aubert Parker as Chief Revenue Officer and Nidhi Daga as Global Senior Vice President, Marketing.