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Customer Journey Stories

UK Stories

Customer Journey stories

Businesses warned of traffic surge at England half-time
Fintech

Businesses warned of traffic surge at England half-time

England's semi-final could send shoppers online in a half-time rush, with slower sites risking lost sales and checkout failures.

By Sofiah Nichole Salivio • 3 min read • Last week
British Council taps Daon for global identity checks
Software-as-a-Service

British Council taps Daon for global identity checks

Millions of test takers will face tighter checks as the British Council rolls out Daon's facial authentication across its global exams.

By Sean Mitchell • 3 min read • Last week
Merchants urged to check BNPL compliance at checkout
Fintech

Merchants urged to check BNPL compliance at checkout

Shoppers could face clearer repayment terms and stricter affordability checks as UK oversight of buy now, pay later products tightens.

By Karen Joy Bacudo • 3 min read • Last week
UK shoppers wary of AI making purchases, survey finds
Digital Transformation

UK shoppers wary of AI making purchases, survey finds

Trust remains the main hurdle as nearly two-thirds of UK adults say they are uneasy about AI making purchases for them.

By Joseph Gabriel Lagonsin • 4 min read • This month
Monzo launches automated debt consolidation with ClearScore
Fintech

Monzo launches automated debt consolidation with ClearScore

Automating repayments could ease strain for borrowers juggling multiple debts, as the bank aims to cut admin and improve approval odds.

By Karen Joy Bacudo • 5 min read • This month
Techreach launches UK consultancy for MSP founders
Customer Relationship Management

Techreach launches UK consultancy for MSP founders

MSP owners could gain more targeted marketing support as a new UK consultancy promises advice shaped by first-hand operating experience.

By Sofiah Nichole Salivio • 4 min read • This month

Global Stories

Customer Journey stories

Hospitality POS shifts to connected self-service platforms
Software-as-a-Service

Hospitality POS shifts to connected self-service platforms

Operators could lift spend and speed service as hospitality payments move from fixed terminals to connected platforms across venues.

By Sofiah Nichole Salivio • 4 min read • Last week
AI leaders call for stricter governance & oversight
Software-as-a-Service

AI leaders call for stricter governance & oversight

Pressure is mounting on companies to prove AI is governed in real time, as agentic systems take decisions and access sensitive data.

By Mark Tarre • 9 min read • Last week
Sprinklr adds AI tools to speed customer responses
Software-as-a-Service

Sprinklr adds AI tools to speed customer responses

Faster real-time responses may help brands cut manual analysis as the new release links customer signals with AI tools across service and marketing.

By Joseph Gabriel Lagonsin • 4 min read • Last week
AI reshapes customer data, loyalty and marketing decisions
Data Protection

AI reshapes customer data, loyalty and marketing decisions

Better customer data is becoming essential as AI agents start to shape product discovery, loyalty and campaign choices in real time.

By Mark Tarre • 5 min read • Last week
Asia-Pacific executives hail AI's rapid business rise
Customer Relationship Management

Asia-Pacific executives hail AI's rapid business rise

AI is now embedded in reporting and operations across the region, but executives warn that governance, data sovereignty and shadow use lag behind.

By Mark Tarre • 6 min read • Last week
Australia & New Zealand lead in agentic AI adoption
Digital Transformation

Australia & New Zealand lead in agentic AI adoption

Consumers in Australia and New Zealand are facing longer waits and repeated handovers as companies rush to deploy agentic AI, Genesys found.

By Mark Tarre • 4 min read • Last week
Why AI projects that don't start with a study of customer behaviour are destined to disappoint
Data Analytics

Why AI projects that don't start with a study of customer behaviour are destined to disappoint

Many AI roll-outs miss returns for years because businesses fail to spot customer pain points before automating broken processes.

By James Johnstone • 4 min read • Last week
Umbraco launches Automate with AI workflow controls
Software-as-a-Service

Umbraco launches Automate with AI workflow controls

Marketing teams can now automate customer journeys and routine site tasks without sending data to a separate platform, easing GDPR concerns.

By Mark Tarre • 4 min read • This month
Amazon Ads names L'Oréal Paris sponsor of Prime Video's Elle
eCommerce

Amazon Ads names L'Oréal Paris sponsor of Prime Video's Elle

Streaming ads are being tied more closely to sales as Amazon links Prime Video's Elle to shoppable campaigns for L'Oréal Paris and Swisse.

By Sean Mitchell • 4 min read • This month

Stories from Other Regions

Customer Journey stories

Australian firms warned over AI brand visibility race
Software-as-a-Service

Australian firms warned over AI brand visibility race

Half of Australians now use generative AI, giving brands less than two years to shape how systems describe them to customers.

By Sean Mitchell • 5 min read • This month
Creators spread affiliate traffic across multiple shops
eCommerce

Creators spread affiliate traffic across multiple shops

Most creators now send affiliate traffic to several shops, weakening brands' control over where sales leads are sent and tracked.

By Sofiah Nichole Salivio • 4 min read • This month