Customer Journey stories

In 2026, UK retailers will reshape strategies using AI and agentic commerce to blend digital and physical experiences, enhancing personalised customer journeys.

Experts reveal 2026 CX trends: seamless AI-human service, hyper-individualised experiences, and AI as an intimate advisor shaping marketing strategies.

Onton secures USD $7.5 million seed funding to grow its AI-powered shopping platform, aiming to simplify online product search and expand globally.

Nearly half of daily emails are spam; choosing the right CRM email tool boosts engagement by tracking deliverability and customer behaviours.

Retail's future lies in blending AI with human creativity to craft unique experiences, not just chasing tech buzzwords in the digital age.

Nearly all European eCommerce marketers view personalisation as vital, yet 27% find it hard to tailor Black Friday offers amid heavy workloads.

Nearly all marketers see personalisation as vital for Black Friday, yet 27% struggle to tailor offers, risking customer loyalty and sales opportunities.

By 2026, AI agents will fully manage shopping, choosing and buying products based on your style and needs, transforming retail into seamless, intelligent commerce.

Australian eyewear retailers Specsavers and OPSM top customer service rankings, while Bendigo Bank leads non-retail brands in KPMG's CX excellence study.

SAS has been named a leader in real-time interaction software for its Customer Intelligence 360, excelling in AI and data-driven customer engagement.

Businesses must blend human interaction with digital innovation to deliver personalised, customer-first experiences that build trust and simplify processes.

Australian shoppers are set to spend a record AUD $6.8 billion during Black Friday to Cyber Monday, with social media buzz driving soaring online engagement.

Zendesk's report reveals UK consumers expect faster, personalised service combining AI, data and human insight to solve issues on first contact.

A global survey finds 42% of shoppers trust AI-generated product summaries over websites, signalling a shift in how brands are discovered online before Black Friday.

IGT Solutions expands its partnership with NiCE to deploy AI-driven CXone Mpower platform, enhancing global customer experience in aviation and travel sectors.

Artificial intelligence is transforming UK real estate by automating tasks, improving valuations, and personalising buyer experiences with smarter technology.

AI chatbots are failing to improve customer service as incomplete data and trust issues cause frustration, prompting firms to reintegrate human agents.

AI Advocacy redefines customer service by eliminating frustrating escalations, pairing AI with humans to ensure seamless, continuous support and greater customer trust.

Sinch predicts AI-driven digital messaging will grow fivefold by 2026, reshaping customer engagement with smarter, faster, and more secure communications.

AI, social media, and flexible payments like BNPL will shape festive shopping as 69% of consumers trust AI to assist their Black Friday and holiday purchases.