Customer Journey stories - Page 5

Australian eyewear retailers Specsavers and OPSM top customer service rankings, while Bendigo Bank leads non-retail brands in KPMG's CX excellence study.

SAS has been named a leader in real-time interaction software for its Customer Intelligence 360, excelling in AI and data-driven customer engagement.

Businesses must blend human interaction with digital innovation to deliver personalised, customer-first experiences that build trust and simplify processes.

Australian shoppers are set to spend a record AUD $6.8 billion during Black Friday to Cyber Monday, with social media buzz driving soaring online engagement.

Zendesk's report reveals UK consumers expect faster, personalised service combining AI, data and human insight to solve issues on first contact.

A global survey finds 42% of shoppers trust AI-generated product summaries over websites, signalling a shift in how brands are discovered online before Black Friday.

IGT Solutions expands its partnership with NiCE to deploy AI-driven CXone Mpower platform, enhancing global customer experience in aviation and travel sectors.

Artificial intelligence is transforming UK real estate by automating tasks, improving valuations, and personalising buyer experiences with smarter technology.

AI chatbots are failing to improve customer service as incomplete data and trust issues cause frustration, prompting firms to reintegrate human agents.

AI Advocacy redefines customer service by eliminating frustrating escalations, pairing AI with humans to ensure seamless, continuous support and greater customer trust.

Sinch predicts AI-driven digital messaging will grow fivefold by 2026, reshaping customer engagement with smarter, faster, and more secure communications.

AI, social media, and flexible payments like BNPL will shape festive shopping as 69% of consumers trust AI to assist their Black Friday and holiday purchases.

SALESmanago appoints Phil Draper as CEO to lead global expansion and enhance AI-driven customer engagement on its platform used by 3,600 firms worldwide.

Priceline Pharmacy partners with Zitcha to expand its retail media network, tapping into 9.5 million loyalty members with enhanced advertising solutions.

Combining human empathy with AI’s smart automation transforms contact centres, boosting efficiency and delivering personalised customer experiences.

Amperity launches Real-Time Profiles, combining live activity with historical data to enable instant, personalised customer experiences across marketing and service.

Loyalty experts in APAC predict 2026 will see AI-driven hyperpersonalisation, real-time offers, gamification, and seamless omnichannel experiences revolutionising customer loyalty.

Customer Science launches CommScore.AI, an AI tool that optimises customer communications to boost brand alignment, efficiency and satisfaction.

Insurance Australia Group teams up with Adobe to use AI for personalised, seamless customer experiences across its retail insurance brands.

Customer experience excellence hinges on robust data management, as Australian firms invest in AI and analytics to meet soaring consumer expectations.