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Customer Journey Stories

Indian Stories

Customer Journey stories

FICO names Tech Mahindra winner in eCommerce hackathon
Data Analytics

FICO names Tech Mahindra winner in eCommerce hackathon

The award could help Indian online retailers cut costly cash-on-delivery returns, with FICO estimating monthly losses avoided of INR 1 crore.

By Sofiah Nichole Salivio • 4 min read • Last week

Global Stories

Customer Journey stories

Scoot uses AI to speed up customer feedback analysis
Data Protection

Scoot uses AI to speed up customer feedback analysis

Passenger complaints can now be acted on in minutes, helping Scoot spot booking and login problems before they dent sales.

By Joseph Gabriel Lagonsin • 3 min read • Yesterday
WP Engine & Commerce launch BigCommerce for WordPress
Software-as-a-Service

WP Engine & Commerce launch BigCommerce for WordPress

Mid-market brands can now upgrade eCommerce without rebuilding WordPress sites, preserving URLs, traffic and search rankings during the switch.

By Sean Mitchell • 4 min read • 2 days ago
The Hidden Cost of Identity Friction in Retail
Digital Transformation

The Hidden Cost of Identity Friction in Retail

Cart abandonment and support costs climb when shoppers are blocked by clumsy sign-ins, resets and verification during checkout.

By Bobby Joseph • 6 min read • 3 days ago
Pattern adds ChatGPT ads to its marketing platform
Marketing Technologies

Pattern adds ChatGPT ads to its marketing platform

Brands will be able to buy placements in ChatGPT through Pattern, as shopping discovery moves from search engines towards AI tools.

By Joseph Gabriel Lagonsin • 4 min read • Last week
AI assistants reshape Black Friday shopping choices
Data Analytics

AI assistants reshape Black Friday shopping choices

Retailers risk missing Black Friday shoppers as AI tools increasingly narrow product choices before customers reach a website.

By Mark Tarre • 7 min read • Last week
AI recommendations reshape UK shopping but not spending
Data Protection

AI recommendations reshape UK shopping but not spending

AI tools are increasingly steering UK shoppers to products, but most still buy through retailer sites, stores and human advice.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Netcore.ai rebrand puts AI agents at marketing core
Software-as-a-Service

Netcore.ai rebrand puts AI agents at marketing core

Marketing teams could see tighter accountability as Netcore.ai pairs seven AI agents with human growth engineers to manage campaigns end to end.

By Sean Mitchell • 3 min read • Last week
Adobe adds AI discovery tools to Commerce catalogue
Marketing Technologies

Adobe adds AI discovery tools to Commerce catalogue

AI shopping tools are getting richer product data as Adobe Commerce exposes catalogues to chatbots, aiming to improve discovery and accuracy.

By Sean Mitchell • 4 min read • Last week

Stories from Other Regions

Customer Journey stories

B&M completes checkout system rollout across 790 stores
Digital Transformation

B&M completes checkout system rollout across 790 stores

The upgrade should cut faults and speed up checkouts for shoppers and staff across one of the UK's largest discount store networks.

By Sean Mitchell • 3 min read • 4 days ago
Left Field Labs launches tool to track AI brand views
Customer Experience

Left Field Labs launches tool to track AI brand views

Brands may be judged by AI assistants before customers ever reach them, as the new tool spotlights mismatches between messaging and model replies.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Glassbox launches AI tools for enterprise digital data
Digital Transformation

Glassbox launches AI tools for enterprise digital data

Banking and insurance teams could spot digital failures sooner as new tools feed governed customer-journey evidence into enterprise AI systems.

By Mark Tarre • 3 min read • Last week
Simba Sleep lifts approvals with Snap Finance deal
Fintech

Simba Sleep lifts approvals with Snap Finance deal

More shoppers are completing mattress purchases after a second lender approved 17% of Simba's first-line declines, lifting order values by 50%.

By Sofiah Nichole Salivio • 5 min read • Last week
THG Ingenuity puts AI Stylist on Google Cloud Marketplace
Software-as-a-Service

THG Ingenuity puts AI Stylist on Google Cloud Marketplace

Virtual try-on could help fashion retailers lift conversions and cut returns, after Myprotein users were nearly six times more likely to buy.

By Joseph Gabriel Lagonsin • 4 min read • Last week
AI & connected CRM lift adviser website form submissions
Customer Relationship Management

AI & connected CRM lift adviser website form submissions

Prospects are more often reaching advisers ready to engage, with website form submissions up 110% as connected CRM systems boosted marketing performance.

By Karen Joy Bacudo • 4 min read • Last week
Elemental Concept expands to Australia with CX model
Data Analytics

Elemental Concept expands to Australia with CX model

The consultancy is betting that Australian buyers will back a decision-led CX model as brands struggle to prove revenue gains from journey redesigns.

By Sofiah Nichole Salivio • 4 min read • Last week
Social media reshapes Australians' shopping habits
Digital Transformation

Social media reshapes Australians' shopping habits

Six in ten Australians now act on products they see on social platforms, underscoring a shift in how brands must win buyers online.

By Sean Mitchell • 4 min read • Last week