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Customer Journey Stories - Page 7

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Customer Journey stories

Gamma champions quick CX wins to cut friction & risk
Unified Communications

Gamma champions quick CX wins to cut friction & risk

Gamma is urging organisations to prioritise quick CX wins, reducing customer friction and risk while building momentum for longer-term change.

By Sofiah Nichole Salivio • 9 min read • Thu, 19th Mar 2026
Why brand visibility is the most critical metric in today's AI-driven world
Customer Relationship Management

Why brand visibility is the most critical metric in today's AI-driven world

As AI transforms search, traditional marketing metrics lose clout, making always-on brand visibility the new make-or-break advantage.

By Gemma Manning • 7 min read • Wed, 18th Mar 2026
Qualtrics named Leader in 2026 Gartner VoC Quadrant
Unified Communications

Qualtrics named Leader in 2026 Gartner VoC Quadrant

Qualtrics again tops Gartner's 2026 Voice of the Customer rankings, leading on execution, vision and AI-driven experience agents.

By Sofiah Nichole Salivio • 3 min read • Fri, 13th Mar 2026
Komerz buys Glassbox in deal valuing firm at USD $330m
Customer Experience

Komerz buys Glassbox in deal valuing firm at USD $330m

Komerz snaps up Glassbox in move valuing the group at USD $330m, bolstering its Creative Commerce offer across global markets.

By Mark Tarre • 3 min read • Fri, 13th Mar 2026
8x8 launches Engage globally to extend customer CX
Unified Communications

8x8 launches Engage globally to extend customer CX

8x8 rolls out Engage globally, arming frontline and specialist teams with contact centre-grade tools to unify customer experience.

By Shannon Williams • 4 min read • Fri, 13th Mar 2026
BrightEdge unveils AI tools to track search visibility
Data Analytics

BrightEdge unveils AI tools to track search visibility

BrightEdge launches AI tools to show brands how they appear in generative search answers and how AI agents crawl and interpret their sites.

By Shannon Williams • 4 min read • Fri, 13th Mar 2026
Auxia hits 100bn AI decisions as enterprises scale up
Software-as-a-Service

Auxia hits 100bn AI decisions as enterprises scale up

Auxia passes 100bn AI 'revenue decisions' as enterprises shift from genAI trials to agent-based systems that drive measurable top-line gains.

By Mark Tarre • 4 min read • Thu, 12th Mar 2026
Algolia powers AI search overhaul for Club Med website
DevOps

Algolia powers AI search overhaul for Club Med website

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

By Catherine Knowles • 4 min read • Wed, 11th Mar 2026
Salesforce unveils Agentforce AI-powered contact centre
Customer Relationship Management

Salesforce unveils Agentforce AI-powered contact centre

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

By Mark Tarre • 5 min read • Wed, 11th Mar 2026
Quiq hires Jen Grant as CMO to drive scaled AI agents
Unified Communications

Quiq hires Jen Grant as CMO to drive scaled AI agents

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

By Joseph Gabriel Lagonsin • 4 min read • Wed, 11th Mar 2026

Stories from Other Regions

Customer Journey stories

Retailers warned: identity gaps blunt AI personalisation
Data Analytics

Retailers warned: identity gaps blunt AI personalisation

Amperity warns identity gaps and flat budgets mean AI-led retail personalisation remains generic, missing high-intent moments for shoppers.

By Mark Tarre • 4 min read • Tue, 17th Mar 2026
AI investment surges as firms lag on omnichannel CX
Unified Communications

AI investment surges as firms lag on omnichannel CX

AI tops CX investment plans, but few brands yet deploy proactive, predictive tools across channels, leaving omnichannel ambitions stalled.

By Mark Tarre • 4 min read • Mon, 16th Mar 2026
Empower FCU taps MANTL to speed omnichannel onboarding
Digital Transformation

Empower FCU taps MANTL to speed omnichannel onboarding

Empower FCU picks MANTL to streamline omnichannel account opening, targeting sub-10-minute sign-ups across digital and branch channels.

By Mark Tarre • 4 min read • Sat, 14th Mar 2026
MANTL & MeridianLink join forces on digital lending
Digital Transformation

MANTL & MeridianLink join forces on digital lending

MANTL and MeridianLink are partnering to integrate digital loan applications with back-end origination, targeting banks and credit unions.

By Karen Joy Bacudo • 3 min read • Thu, 12th Mar 2026
Stable call centre KPIs mask growing customer anger
Unified Communications

Stable call centre KPIs mask growing customer anger

UK contact centres keep KPIs steady, but MaxContact warns a growing perception gap as frustrated customers switch providers in droves.

By Shannon Williams • 4 min read • Wed, 11th Mar 2026
Epsilon links digital retail media to in‑store sales
Customer Experience

Epsilon links digital retail media to in‑store sales

Epsilon launches Australian tool linking digital retail media exposure to in-store sales, unifying eCommerce and physical performance data.

By Joseph Gabriel Lagonsin • 4 min read • Wed, 11th Mar 2026
Epsilon links digital retail media to UK in-store sales
Customer Experience

Epsilon links digital retail media to UK in-store sales

Epsilon launches UK tool linking digital retail media to in-store sales, promising a single view of online and offline campaign impact.

By Sofiah Nichole Salivio • 4 min read • Wed, 11th Mar 2026