Customer Journey stories

Celonis and ProcessLab debut banking tools for mortgage approvals and service teams as lenders seek faster decisions, lower costs and better customer journeys.

Adobe is remaking its marketing and design suite around AI agents, tying content, data and commerce into a single workflow system.

EIP and Nexacore team up to offer insurers and retailers a single device protection route across Southeast Asia and Australia.

SAP and Google Cloud extend partnership with multi-agent AI to let marketers run campaigns across connected platforms using shared customer data.

Amplitude adds an AI assistant inside apps to guide users through tasks, cut support tickets and tie help requests to product behaviour.

Manhattan unveils embedded AI agents and fulfilment simulation tools to help retailers speed service, sharpen checkout and compare order strategies.

MiQ research finds consumers jump between screens and buying moments in minutes, prompting calls for a more flexible marketing model.

SAP and Google Cloud widen AI partnership to give marketers agent-driven campaign tools linking customer data, activation and optimisation.

Adobe unveils CX Enterprise to knit together AI agents, cloud partners and governed marketing workflows across large enterprise tech stacks.

Forrester says most firms cannot show AI marketing spend is lifting revenue or profit, as buyers rely on generative search and AI agents.

MSPs that boost search visibility and editorial presence can land on CIO shortlists sooner, as Australian buyers research vendors before contact.

Clarks broadens its online range with a curated third-party marketplace powered by Marketplacer, keeping tight control over sellers and customer experience.

Adobe names 2026 award winners as Costa Crociere, TSB Bank, the NFL and Lenovo are honoured for data-led customer engagement.

Adobe's Sneaks programme puts early-stage ideas on stage, with Principal Evangelist Eric Matisoff saying the live format can help concepts evolve into products.

Adobe unveils CX Enterprise to let brands run AI-powered customer journeys across partner platforms, with new agents, governance and orchestration tools.

Adobe launches CX Enterprise Coworker to connect fragmented marketing systems and let AI agents carry out customer experience tasks with human oversight.

Adobe widens AI alliances with Amazon, Google, Microsoft, OpenAI and agencies to embed agent workflows across customer experience tools.

Megantic and Shopify APAC say Australian eCommerce brands must adapt for AI-driven discovery or risk fading from shopper recommendations.

Businesses that integrate systems, act on data and move quickly are pulling ahead, while those relying on manual processes risk falling further behind.

Zurich appoints former Carsome executive Shukla to steer Asia Pacific digital and embedded insurance growth as Zurich Edge tops 100 partners.