Customer Journey stories

B2B marketers say AI answer engines are reshaping buyer journeys, yet 81% admit brand visibility and positioning in AI remain a blind spot.

Vudoo partners with PubMatic to bring shoppable, commerce-enabled ads to its programmatic marketplace via a single deal ID integration.

Australia's ACAM rolls out a first-of-its-kind AI marketing readiness framework, with fashion e-tailer The Iconic as its debut adopter.

AI search tools cast brands in starkly different lights, with Google skewing early negative and ChatGPT souring sentiment near purchase.

Criteo joins OpenAI's ChatGPT ad pilot as first adtech partner, testing conversational commerce ads across ChatGPT Free and Go in the US.

In ANZ's booming travel insurance market, slick payments now make or break policy sales, customer loyalty and rapid claim payouts.

Women leaders in loyalty say real change comes when they're heard, trusted to judge for themselves and freed from systemic barriers.

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.

Australians warm to museums and galleries, but cost fears and shaky confidence in value still stop many visits before tickets are booked.

Australian shoppers are deserting online retailers over clunky site search, with many paying more elsewhere for AI‑style, natural language results.

Infovista launches VistaOne platform to fuse network and customer experience data, using agentic AI to speed decisions and cut operating costs.

Smart Communications helps organisations in regulated industries face down communication challenges every day.

AI-powered 'Cat Decoder' fuels 73% DINE sales jump on Amazon, drawing new shoppers and boosting offline cat food sales across Australia.

MaxContact Australia rebrands as Kaizn, expanding into independent CX and contact centre advisory across Australia and New Zealand.

Infobip launches AgentOS, an AI orchestration layer unifying customer data and channels so autonomous agents can manage and personalise service.

Carsales has added AI Voice Search to its iOS app, letting Australians find cars by speaking natural phrases, with Android to follow soon.

Google and Klaviyo are deepening ties to power AI “agentic commerce”, linking ads, search and RCS messaging to real-time customer data.

Unit4 makes its Success4U subscription the default model for ERPx and ERP delivery, promising faster, more predictable SaaS rollouts.

AI and unified commerce will become core to Australian retail by 2026, as rising expectations force investment in real-time systems.

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.