Customer Journey stories - Page 9

Adobe launches AI agents within its enterprise apps to automate and optimise customer experience tasks, boosting marketing and analytics efficiency for businesses.

Black Friday 2024 saw a 3.1% growth in eCommerce sales as bounce rates rose 3.8%, with specialist retailers outperforming multi-category stores overall.

Fergus has appointed Hugh Walker as Head of Customer Experience to lead customer teams and enhance its job management software platform globally.

NiCE expands its AI partnership with Salesforce to unify customer service via deeper integration between CXone Mpower and Service Cloud platforms.

PriceSpider launches Wayvia, an AI-driven retail platform that enhances brand insights and revenue across channels with 20 years of shopper data.

Westfield Rise launches AI-driven DOOH platform, enabling brands to target 600 shopper profiles with precise digital-style campaigns in physical retail spaces.

Adobe partners with the Premier League to introduce AI-powered creative tools and personalised content for 1.8 billion fans ahead of the 2025 Fantasy season.

Over half of UK marketers now use agile Tiger Teams and AI integration to tackle rising demands and resource constraints, finds Optimizely research.

Genesys launches Cloud AI Studio with AI Guides, enabling firms to build scalable, ethical virtual agents for complex customer interactions without coding.

Fintechs face tough scaling challenges amid market consolidation; data-driven strategies and strong trust are key to surviving and thriving.

Avoid three common pitfalls when using AI for customer experience: integrate with your systems, avoid costly overhauls, and balance speed with strategy for best results.

NiCE expands its AI partnership with AWS to enhance CXone Mpower, bringing advanced AI-powered automation to customer experience workflows at enterprise scale.

NTT DATA launches a digital claims platform to help UK banks and auto lenders manage redress claims amid growing scrutiny over motor finance deals.

NiCE teams up with Snowflake to enable secure, AI-driven sharing and automation of customer data, enhancing efficiency and personalisation across enterprises.

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

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

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

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

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.

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