Customer Journey stories

Twilio signs multi-year deal with AEG to power data-led fan engagement across AXS, Crypto.com Arena and the LA Kings from 2025-26.

Kitestring has launched a neutral retail innovation lab in Arkansas, letting enterprise chains trial rival POS and omnichannel systems side by side.

Gr4vy partners with Ecommpay to give merchants single-API access to cards, wallets and 100+ local payment methods across global markets.

Infobip urges UK retailers to use RCS and WhatsApp to cut returns disruption as annual costs are forecast to top GBP £27 billion.

EU rules are turning the checkout into a compliance hub, pushing retailers to rethink POS tech, processes and in-store customer journeys.

SALESmanago upgrades its eCommerce platform with richer WhatsApp journeys and AI-led recommendations, targeting smarter real-time engagement.

UK shoppers spent a record GBP £26.9bn online over Christmas 2025, as mobile purchases surged and AI-driven referrals leapt from 2024.

OpenAI rolls out USD $8-a-month ChatGPT Go across the US and prepares to trial clearly labelled ads for free and Go users.

StarHub has launched a compact fast-service store at Suntec City, targeting office workers and city shoppers seeking quicker, human-led support.

Babeltext debuts MC-ML-AI, a standard to turn multilingual, multichannel customer chats into completed bookings, transactions and cases.

Mortgage CRM specialist Binder hires design agency Tall to soften its image, promising a more human, less process-heavy broker experience.

Select ID becomes UK’s only dedicated identity orchestration network with DIATF status and ISO 27001, boosting reusable digital IDs for finance.

SaleCycle snaps up French personalisation specialist BEYABLE to create a unified European eCommerce marketing and conversion platform.

Amperity has debuted an AI Customer Data Agent that turns natural-language prompts into live segments and customer journeys for marketers.

Klaviyo forecasts 2026 surge in AI voice shopping, automated returns and connected-device purchases reshaping how consumers buy.

Zendesk warns APAC brands that rising CX expectations demand transparent, context-rich AI that resolves issues instantly or risks churn.

Adobe says generative AI referrals to retailers jumped nearly 700% over the 2025 holidays, driving longer visits and stronger conversions.

Salesforce launches Agentforce 360 retail tools to unify AI across marketing, eCommerce and service, promising smoother shopper journeys.

Genie Goals’ latest Life Goals book showcases 75 eCommerce campaigns, spotlighting AI-driven innovation from global and challenger brands.

Talkdesk unveils Commerce Orchestration and Consumer Goods Experience Cloud to coordinate AI-driven retail journeys end to end.