Customer Journey stories - Page 6

Gr4vy partners with Ecommpay to give merchants single-API access to cards, wallets and 100+ local payment methods across global markets.

Infobip urges UK retailers to use RCS and WhatsApp to cut returns disruption as annual costs are forecast to top GBP £27 billion.

EU rules are turning the checkout into a compliance hub, pushing retailers to rethink POS tech, processes and in-store customer journeys.

SALESmanago upgrades its eCommerce platform with richer WhatsApp journeys and AI-led recommendations, targeting smarter real-time engagement.

UK shoppers spent a record GBP £26.9bn online over Christmas 2025, as mobile purchases surged and AI-driven referrals leapt from 2024.

OpenAI rolls out USD $8-a-month ChatGPT Go across the US and prepares to trial clearly labelled ads for free and Go users.

Mortgage CRM specialist Binder hires design agency Tall to soften its image, promising a more human, less process-heavy broker experience.

Select ID becomes UK's only dedicated identity orchestration network with DIATF status and ISO 27001, boosting reusable digital IDs for finance.

SaleCycle snaps up French personalisation specialist BEYABLE to create a unified European eCommerce marketing and conversion platform.

Amperity has debuted an AI Customer Data Agent that turns natural-language prompts into live segments and customer journeys for marketers.

Klaviyo forecasts 2026 surge in AI voice shopping, automated returns and connected-device purchases reshaping how consumers buy.

Adobe says generative AI referrals to retailers jumped nearly 700% over the 2025 holidays, driving longer visits and stronger conversions.

Salesforce launches Agentforce 360 retail tools to unify AI across marketing, eCommerce and service, promising smoother shopper journeys.

Genie Goals' latest Life Goals book showcases 75 eCommerce campaigns, spotlighting AI-driven innovation from global and challenger brands.

Talkdesk unveils Commerce Orchestration and Consumer Goods Experience Cloud to coordinate AI-driven retail journeys end to end.

Brands must build “machine trust” by 2026 or risk vanishing from AI-led discovery as CEEK warns creativity alone will no longer secure visibility.

Loop Returns warns UK brands that neglected international returns risk eroding margins and loyalty as global eCommerce hits USD $6.3 trillion.

Black Friday still delivered the peak online surge, but AI-driven search stretched shopping demand across a longer November window.

Brands are ditching fragmented martech stacks for centralised platforms as AI, richer messaging and costs expose the limits of siloed channels.

Customers profess loyalty but quietly walk away over price, experience or ethics, exposing how fragile many brand relationships have become.