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Customer Journey stories

Kantar finds marketers back AI assistants, consumers wary
Marketing Technologies

Kantar finds marketers back AI assistants, consumers wary

The gap between brand spending and shopper trust is widening, with just 23% of consumers trusting AI assistant recommendations despite heavy marketer backing.

By Karen Joy Bacudo • 4 min read • Last week
Backbase appoints Roland Booijen as Chief Product Officer
Software-as-a-Service

Backbase appoints Roland Booijen as Chief Product Officer

The move puts AI agents at the heart of the bank software group's strategy as it targets faster service and more automated customer operations.

By Karen Joy Bacudo • 3 min read • Last week
Half of Australians using AI to research purchases
Marketing Technologies

Half of Australians using AI to research purchases

Yet most shoppers still cross-check AI suggestions on Google or review sites before buying, according to new research.

By Mara Sugue • 3 min read • Last week
Granicus adds AI analytics to Government Experience Cloud
Software-as-a-Service

Granicus adds AI analytics to Government Experience Cloud

Agencies using Government Experience Cloud can now spot where residents abandon online services and prioritise fixes using AI-led benchmarks.

By Mara Sugue • 4 min read • Last week
The next eCommerce interface may not be a screen
Wearables

The next eCommerce interface may not be a screen

AI agents could soon handle shopping, payments and support in the background, forcing businesses to strengthen trust as screens fade from view.

By Bobby Joseph • 6 min read • Last week
Banking's channel problem is really an accountability problem
Digital Transformation

Banking's channel problem is really an accountability problem

Customers are forced to repeat themselves as banks split branch, app and call centre teams, leaving hand-offs poorly owned and journeys broken.

By Peter Kalen • 3 min read • Last week
Commerce launches AI tools to boost product discovery
Marketing Technologies

Commerce launches AI tools to boost product discovery

Merchants could gain more visibility in AI search and recommendation results as Commerce's new enrichment tools restructure catalogue data for machines.

By Joseph Gabriel Lagonsin • 4 min read • Last week
SEON expands fraud signals to spot AI-made identities
Fintech

SEON expands fraud signals to spot AI-made identities

Risk teams now have 200 more checks to catch synthetic identities and AI-generated fraud by linking behaviour, devices and address data.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Abbyy names Paula Sanders Chief Customer Experience Officer
Digital Transformation

Abbyy names Paula Sanders Chief Customer Experience Officer

The restructure aims to cut handoffs between sales, support and implementation as software buyers demand clearer ownership after purchase.

By Joseph Gabriel Lagonsin • 3 min read • Last week
Amazon rivals beauty chains as Australian sales shift online
Digital Transformation

Amazon rivals beauty chains as Australian sales shift online

Marketplaces are now taking as much Australian online beauty revenue as specialist chains, with consumers increasingly shopping through Amazon and social media.

By Raphael Veloso • 4 min read • Last week
AI assistants now read online stores more than twice as often as Google. Most retailers can't see it
Firewalls

AI assistants now read online stores more than twice as often as Google. Most retailers can't see it

Many retailers are missing live customer queries because AI assistants now fetch product pages far more often than Google does.

By Pratham Jani • 6 min read • Last week
Restaurant Brands deepens search partnership with Optimisers
Marketing Technologies

Restaurant Brands deepens search partnership with Optimisers

Accurate location data is now central to how diners find KFC, Pizza Hut and Taco Bell in New Zealand across search, maps and AI tools.

By Mara Sugue • 4 min read • Last week

Stories from Other Regions

Customer Journey stories

How to maximise AI performance during the golden quarter
Customer Relationship Management

How to maximise AI performance during the golden quarter

Retailers risk weaker personalisation and wasted spend this peak season unless customer data is cleaned up before AI systems are switched on.

By Barley Laing • 5 min read • Last week
Creators Have Become the Path to Purchase in Southeast Asia. Most Brands Are Still Treating Them Like Media
Generative AI

Creators Have Become the Path to Purchase in Southeast Asia. Most Brands Are Still Treating Them Like Media

Creator-led purchases are now driving Southeast Asia's eCommerce, with 71% of affiliate buyers choosing influencers and creators over other channels.

By Ayaan Mohamud • 5 min read • Last week
Gate City Bank boosts digital use with Alkami tools
Data Analytics

Gate City Bank boosts digital use with Alkami tools

The North Dakota lender cut fraud losses and lifted logins after linking marketing, onboarding and banking tools into one platform.

By Karen Joy Bacudo • 4 min read • Last week
Provident Bank unifies account opening across 135 branches
Digital Transformation

Provident Bank unifies account opening across 135 branches

More than 800 staff will spend less time juggling systems as the bank shifts consumer and business account opening onto one platform.

By Karen Joy Bacudo • 3 min read • Last month
Braze named Gartner Leader for fourth straight year
Software-as-a-Service

Braze named Gartner Leader for fourth straight year

Marketers weighing customer-engagement platforms may see Braze's latest Gartner ranking as a signal of stronger execution and vision in a crowded market.

By Joseph Gabriel Lagonsin • 3 min read • Last month
E-commerce marketers shift budgets to AI & cashback
Digital Transformation

E-commerce marketers shift budgets to AI & cashback

AI shopping tools and cashback apps are set to capture most new eCommerce marketing spend as brands move before search and click.

By Karen Joy Bacudo • 4 min read • Last month