Customer Journey stories
Genesys unveils AI Studio to power safe, scalable virtual agents
3 days ago
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uc
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digital transformation
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cx
Genesys launches Cloud AI Studio with AI Guides, enabling firms to build scalable, ethical virtual agents for complex customer interactions without coding.
Agentic AI and Saas - The next chapter in CX
3 days ago
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saas
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digital transformation
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cx
Agentic AI is set to revolutionise SaaS customer service by autonomously resolving 80% of common issues, transforming user experience by 2029.
How can fintechs overcome the problem of scaling in an unstable market?
5 days ago
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fintech
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cx
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martech
Fintechs face tough scaling challenges amid market consolidation; data-driven strategies and strong trust are key to surviving and thriving.
Avoid these 3 common pitfalls when using AI to improve customer experience
5 days ago
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crm
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digital transformation
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cx
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 & AWS deepen AI partnership to power CX automation
Last week
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uc
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digital transformation
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hyperscale
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 unveils digital claims platform for UK auto lenders
Last week
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digital transformation
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cx
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martech
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 & Snowflake partner to boost secure AI-driven data sharing
Last week
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uc
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data analytics
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digital transformation
NiCE teams up with Snowflake to enable secure, AI-driven sharing and automation of customer data, enhancing efficiency and personalisation across enterprises.
Does anyone know what a CDP is anymore?
Last week
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crm
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cx
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martech
Customer Data Platforms are evolving beyond marketing, becoming essential for unified data, AI readiness, and privacy compliance across enterprises.
Amplitude unveils AI Agents to automate digital product growth
This month
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data analytics
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digital transformation
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cx
Amplitude launches AI Agents to automate product development tasks, boosting efficiency and improving digital product growth across organisations.
FICO named leader in Forrester AI decision platforms report
This month
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data analytics
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cx
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data science
FICO leads Forrester's AI decision platforms report, achieving top scores for its platform's innovation and decision-making capabilities among 15 vendors.
Rethinking CRM: How generative AI Is breaking down silos and redefining the future of customer service
This month
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crm
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digital transformation
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cx
Generative AI is transforming CRM, breaking down silos across teams to deliver seamless, personalised customer experiences and boost business agility.
ANZ consumers want first-contact solutions but satisfaction lags
This month
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uc
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cx
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martech
Research shows 53% of ANZ consumers value first-contact resolution in service, yet only 33% of CX leaders believe they deliver highly personalised experiences.
Qualtrics helps Asia Pacific firms boost customer experience
Last month
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digital transformation
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cx
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martech
Qualtrics is aiding Asia Pacific firms like CBA and MSB to enhance customer loyalty and engagement through advanced feedback and AI-driven insights.
Australian firms slow to lead despite AI offering AUD $2 trillion
Last month
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digital transformation
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cx
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martech
Despite AI offering AUD $2 trillion in value, only 7% of Australian executives aim to lead adoption, lagging far behind global peers.
Does anyone know what a CDP is anymore?
Last month
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crm
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encryption
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cx
CDPs, once confused with CRMs, now power data-driven customer experiences across enterprises, adapting to AI, privacy, and complex tech ecosystems.
More than half of UK consumers abandon brands over bad apps
Last month
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cx
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martech
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software
Research by Amplitude shows 58% of UK consumers abandon brands after app glitches, prioritising seamless functionality over sleek design to keep loyalty.
The new customer data imperative: Real-life challenges and recommendations
Last month
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cx
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martech
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personalisation
Organisations face data silos and quality issues in customer data investments, yet marketing-IT collaboration and clear use cases help unlock value, experts reveal.
Amplitude unveils new tools to unify marketing & product data
Last month
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data analytics
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cx
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martech
Amplitude launches new enterprise tools unifying marketing and product data, offering marketers a comprehensive view to better optimise campaigns and customer journeys.
How South Africa is unlocking better customer experience for UK businesses
Last month
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digital transformation
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cx
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martech
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 award
Last month
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data analytics
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digital transformation
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cx
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.