Customer Journey stories

Algolia's AI now powers Club Med's global site search, promising faster trip discovery, smarter filters and higher direct online bookings.

Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.

Quiq names Jen Grant chief marketing officer to steer strategy as enterprises move AI agents from pilots to large-scale customer use.

Elastic argues that in an AI-obsessed market, robust search across messy data is the real foundation of trustworthy, profitable experiences.

Taboola forecasts 2026 travel marketing will hinge on personalisation, mobile-first booking, creator content, social search and first-party data.

Global Day of Unplugging puts pressure on brands to dial down digital noise and build more trusted, human and community-led connections.

B2B marketers say AI answer engines are reshaping buyer journeys, yet 81% admit brand visibility and positioning in AI remain a blind spot.

Vudoo partners with PubMatic to bring shoppable, commerce-enabled ads to its programmatic marketplace via a single deal ID integration.

AI search tools cast brands in starkly different lights, with Google skewing early negative and ChatGPT souring sentiment near purchase.

International Women's Day in tech must go beyond hiring targets, giving women real power over what gets designed, funded and shipped.

Criteo joins OpenAI's ChatGPT ad pilot as first adtech partner, testing conversational commerce ads across ChatGPT Free and Go in the US.

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.

Infovista launches VistaOne platform to fuse network and customer experience data, using agentic AI to speed decisions and cut operating costs.

Smart Communications helps organisations in regulated industries face down communication challenges every day.

Infobip launches AgentOS, an AI orchestration layer unifying customer data and channels so autonomous agents can manage and personalise service.

Google and Klaviyo are deepening ties to power AI “agentic commerce”, linking ads, search and RCS messaging to real-time customer data.

Unit4 makes its Success4U subscription the default model for ERPx and ERP delivery, promising faster, more predictable SaaS rollouts.

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.

Global mobile app installs jumped 10% in 2025 as sessions rose 7%, fuelled by surging finance and eCommerce usage in APAC and beyond.

Treasure Data launches Treasure Code, an AI-native command line that lets teams manage complex CDP operations and workflows in plain English.