Customer Journey stories

Ultamation taps Manchester digital agency Pixel Kicks to build a unified WordPress and WooCommerce platform for its growing software services.

JB Hi-Fi teams with Retail MediaWorks to launch Australia’s first consumer electronics-focused retail media network across its 207-store empire.

Kentico launches AIRA Agentic Suite, bringing task-specific AI agents into its Xperience platform to automate and refine marketing workflows.

8x8 reports triple-digit growth in AI voice and messaging for CX, as contact centres scale automation beyond pilots across channels.

Smart Communications launches AI-powered tools to help regulated firms modernise customer communications, data capture and archiving at scale.

Australian firms are turning observability from backroom monitor into strategic engine, fusing AI and data to drive growth and resilience.

Toyota teams with digital insurer Cuvva to launch app-based, short-term comprehensive car cover for Toyota and Lexus drivers across the UK.

TheyDo launches Analyst Agent, an AI tool in its journey platform that answers plain-language questions by analysing customer journey data.

IAG is rolling out Codafication’s Crunchwork platform to unify property claims data, automate workflows and cut delays across suppliers.

Hype & Dexter has rebranded as Avidly APAC, aligning with Avidly Group to scale HubSpot-focused services across Australia and New Zealand.

Dynatrace unifies real user monitoring, AI tracing and developer tools on one platform to streamline cloud-native, AI-assisted software delivery.

Constructor named sole Customers’ Choice in 2025 Gartner Peer Insights report for search and product discovery, earning perfect user rating.

EE has opened a new Lakeside Experience store, piloting ‘Stay Safe with AI’ sessions amid a GBP £3 million UK retail investment plan.

CX leaders are drowning in data yet missing early friction, as outdated metrics fail to reveal hidden effort across complex journeys.

PushON launches Connect to unify fragmented eCommerce marketing, promising cross-channel insight and clearer links between spend and sales.

Australian retail media booms as brands race to turn fragmented customer data into ‘gold’ with unified, first-party identity and AI insight.

Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.

TELUS and RingCentral will infuse Business Connect with AI assistants, receptionists and insights tools, rolling out to users in early 2026.

Australian firms are using connected graphs to uncover hidden churn risks, predicting departures earlier and sharpening loyalty strategies.

Veeam reshapes its top team with three senior hires to sharpen its global data resilience, security and AI-driven growth strategy.