Customer Journey stories

WPP expands Google partnership with Earth AI to sharpen local ad planning using weather, traffic and neighbourhood data across its marketing platform.

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.

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.

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

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

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

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

Thryv has rolled out Thryv AI Lead Flow in Australia and New Zealand, aiming to help small businesses capture enquiries, score prospects and automate follow-up.

Infobip marks 20 years with AgentOS launch as it pushes into agentic AI, aiming to unify customer data and let AI agents act across channels.

Banks are slowing AI rollouts as they prioritise process visibility, with Celonis arguing execution depends on understanding how work flows today.

Minor Hotels teams up with Google, Salesforce, OneTrust and Deloitte on an AI-led data platform to sharpen guest service across 640 properties.