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Customer Journey stories

Infobip jumps to 16th on Fortune Europe's innovation list
Software-as-a-Service

Infobip jumps to 16th on Fortune Europe's innovation list

The Croatian group's climb into Fortune's top 25 highlights its growing AI push and puts it ahead of 51 rivals from last year's ranking.

By Sean Mitchell • 3 min read • Last month
Search after SEO: Anna Harrison on staying visible in the AI era
Generative AI

Search after SEO: Anna Harrison on staying visible in the AI era

Businesses risk fading from AI answers unless they build structured pages, schema and discovery files that crawlers can easily read.

By Dr Anna Harrison • 7 min read • Last month
Maestra passes 100 clients with embedded marketer model
Software-as-a-Service

Maestra passes 100 clients with embedded marketer model

Brands under pressure to simplify marketing operations are turning to Maestra's embedded marketer model, as annual recurring revenue nears USD $5 million.

By Regine Laguilles • 4 min read • Last month
Chargebacks911 warns fintech boom is fuelling dispute chaos
Software-as-a-Service

Chargebacks911 warns fintech boom is fuelling dispute chaos

Merchants face harder-to-trace disputes as AI and agentic commerce complicate payment trails, Chargebacks911 said after new fintech data.

By Sean Mitchell • 4 min read • Last month
Zendesk contact centre voice passes 100 contact centers customers
Software-as-a-Service

Zendesk contact centre voice passes 100 contact centers customers

High call volumes and stalled omnichannel upgrades are driving firms to Zendesk's AI voice tools, which secured 100 sales opportunities in a year.

By Sean Mitchell • 4 min read • Last month
UK firms struggle to reach customers online, study says
Digital Transformation

UK firms struggle to reach customers online, study says

Rising ad costs and changing algorithms are leaving many UK firms with little visibility over which digital channels win customers.

By Mark Tarre • 4 min read • Last month
Adobe launches tool to track brand visibility in AI
Software-as-a-Service

Adobe launches tool to track brand visibility in AI

Brands risk being overlooked in AI-led search as Adobe adds a tool that shows where they are mentioned and how rivals fare.

By Sean Mitchell • 4 min read • Last month
TikTok rolls out AI ad tools to woo Southeast Asia
Gaming

TikTok rolls out AI ad tools to woo Southeast Asia

Southeast Asian app makers could see faster user growth as TikTok adds AI tools to keep advertising, content and purchases inside its platform.

By Mark Tarre • 4 min read • Last month
8x8 adds real-time translation and model choice to AI Studio
Software-as-a-Service

8x8 adds real-time translation and model choice to AI Studio

Agents can now keep multilingual support calls on the line without an interpreter, as 8x8 rolls out real-time voice translation across 13 languages.

By Sean Mitchell • 3 min read • Last month

Stories from Other Regions

Customer Journey stories

Zapier survey says 92% of the sales leads are dropped
Software-as-a-Service

Zapier survey says 92% of the sales leads are dropped

Missed revenue is mounting as 92% of sales managers say qualified leads are dropped each month, despite widespread AI adoption.

By Sofiah Nichole Salivio • 4 min read • Last month
Ellis Brigham cuts order enquiries by 14% with Ingrid
Digital Transformation

Ellis Brigham cuts order enquiries by 14% with Ingrid

The retailer also lifted order volumes by 24% last peak trading period, while fewer customer service queries eased pressure on its teams.

By Karen Joy Bacudo • 3 min read • Last month
Wise buys Expatica to widen global relocation reach
Fintech

Wise buys Expatica to widen global relocation reach

The deal broadens Wise's customer reach beyond payments, tying its cross-border banking tools to advice for millions of people moving abroad.

By Karen Joy Bacudo • 3 min read • Last month
Stewart Golf cuts customer response times to one minute
Digital Transformation

Stewart Golf cuts customer response times to one minute

Weekend and overseas customers are getting answers far faster, as the golf trolley maker's AI assistant now handles most routine queries around the clock.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Salesforce & Hero FinCorp cut loan processing time
Software-as-a-Service

Salesforce & Hero FinCorp cut loan processing time

Turnaround times for two-wheeler loans have fallen 72%, easing delays for dealers and first-time buyers across Hero FinCorp's network.

By Karen Joy Bacudo • 4 min read • Last month
Prophet study says ads drove 40% of BYD test drives
Marketing Technologies

Prophet study says ads drove 40% of BYD test drives

A cross-channel analysis suggests advertisers may be undercounting the role of media, with brand and economic factors accounting for much EV demand.

By Sofiah Nichole Salivio • 4 min read • Last month
carsales fronts AI voice search in national campaign
Customer Experience

carsales fronts AI voice search in national campaign

Budget-conscious car buyers are being targeted by a six-week push as Carsales leans on AI Voice Search during sport and EOFY ads.

By Sean Mitchell • 4 min read • Last month
UK shoppers favour faster delivery in retail choices
Customer Experience

UK shoppers favour faster delivery in retail choices

Fast delivery is shaping where many UK shoppers buy, with 19% willing to switch retailers for significantly quicker fulfilment.

By Joseph Gabriel Lagonsin • 3 min read • Last month
Beyond attendance: How today's tech brands are rethinking event ROI
Customer Relationship Management

Beyond attendance: How today's tech brands are rethinking event ROI

Tech marketers are under pressure to prove events drive pipeline, as leaders now expect a clearer link to revenue than simple attendance counts.

By Loren Maisels • 3 min read • Last month