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New research reveals service design’s biggest blind spot

New research reveals service design’s biggest blind spot

marketing 25 Feb 2026

Emotional states of users have emerged as the most overlooked, yet most critical, factor in service design, according to new global research from Wipro’s experience innovation company, Designit.
 
Over a third (35%) of global design and experience professionals surveyed said emotional states are the most ignored aspect of service design, followed by invisible failure points (33%). Cross-channel consistency ranked lower at 21%, while just 10% pointed to execution incentives.
 
Nearly a year on from Designit’s research into context-aware systems, and just months after its study into AI-driven customer support, which identified gaps in empathy and contextual understanding in automated experiences, the latest findings suggest those issues may originate earlier than expected. These gaps extend beyond technology and data strategy into the foundations of service design itself.
 
As organisations continue to optimise services for efficiency, many still rely on static personas and rational journey mapping, approaches that struggle to account for how behaviour shifts under pressure, uncertainty or urgency.
 
Customers do not experience services in a neutral way; their reactions are shaped by emotion. Time pressure, anxiety and urgency influence how information is processed and decisions are made, yet service design often relies on structured customer journeys that fail to reflect those realities.
 
Madeline Kossakowski, executive experience design director at Designit, commented: “The industry has become incredibly good at connecting systems and touchpoints, but connection doesn’t automatically create understanding. If we design primarily for efficiency, we risk scaling friction rather than reducing it.
 
“Our earlier research highlighted empathy gaps emerging in AI, and the importance of context-aware systems in customer support. What we’re now seeing is that those gaps originate much earlier, in the assumptions that shape how experiences are designed. Our Mindset Archetypes approach challenges organisations to move beyond basic demographic personas and design around the deeper drivers of behaviour: values, motivations and contextual pressures.
 
“When you understand that ‘why’, you can design services that are resilient, adaptive, and capable of building trust over time. If we don’t design for shifting emotions and mindsets at the service level, no amount of technology can compensate for that gap.”
 
Designit brings deep expertise across service design, customer experience, and digital transformation, having partnered with leading businesses including JFK Terminal 4SL18 Tram for all - Sporveien, and Pandora to create human-centred experiences that bridge the gap between technology, systems and behavioural insight.

MindBridge and Genpact Team Up to Bring AI-Powered Risk Intelligence to Global Enterprises

MindBridge and Genpact Team Up to Bring AI-Powered Risk Intelligence to Global Enterprises

artificial intelligence 25 Feb 2026

In a move that underscores the accelerating convergence of AI and enterprise risk management, MindBridge has announced a global partnership with Genpact (NYSE: G). The deal will see MindBridge’s AI-powered financial intelligence platform embedded across Genpact’s Enterprise Risk Consulting (ERC) engagements worldwide.


The headline here isn’t just another services partnership. It’s about operationalizing AI-driven financial risk detection at global scale—inside one of the world’s largest transformation and managed services firms.


For enterprise CFOs, CAEs, and risk leaders, that could materially change how audits, fraud detection, and controls monitoring are performed.


AI Risk Scoring Goes Mainstream

Under the agreement, Genpact will deploy the MindBridge platform across key client engagements to enhance its ability to:

  • Identify financial anomalies across full data populations

  • Deliver AI-powered risk scoring

  • Conduct data-driven exception testing

  • Detect fraud patterns earlier

  • Enable AI-led internal audits

  • Support continuous controls monitoring


In practical terms, this means moving beyond sample-based testing—a legacy audit constraint—and toward full-population analysis powered by machine learning models.


That shift matters. Traditional audits rely heavily on sampling due to time and computational constraints. AI-driven platforms like MindBridge flip that paradigm by analyzing entire ledgers and transactional datasets, flagging outliers and risk clusters that might never surface in manual review.


By embedding this capability into its ERC practice, Genpact is effectively productizing AI-based financial intelligence as part of its consulting and managed services stack.


Why This Partnership Is Strategically Important

Genpact isn’t a niche advisory boutique. It’s a global transformation heavyweight with deep roots in finance and operations. For MindBridge, aligning with a delivery partner of that scale significantly expands market reach.


Stephen DeWitt, CEO of MindBridge, framed the partnership as a force multiplier: combining AI technology with delivery scale to deepen risk insight and enhance financial assurance.


From a market standpoint, this is a validation moment. AI-native audit and risk platforms have been gaining traction, but large enterprises often hesitate until those tools are embedded within trusted consulting frameworks. Genpact provides that bridge.


For Genpact, the move aligns squarely with its positioning as an “agentic and advanced technology solutions” provider. In an era when services firms are racing to operationalize generative AI and advanced analytics, embedding a purpose-built financial AI platform is a logical next step.


The broader signal? AI in finance is moving from experimental to embedded.


New Tech Under the Hood: LLMs, GPUs, and Modern Data Stacks

The partnership announcement also spotlights MindBridge’s expanding technical capabilities.


The company has rolled out:

  • Large language model (LLM)-driven data ingestion

  • GPU-accelerated performance for faster analysis

  • Integrations with Databricks

  • Integrations with Microsoft Fabric

  • Integrations with Snowflake


These upgrades are more than incremental feature updates. They address three critical enterprise bottlenecks:


1. Data Onboarding Friction

LLM-driven ingestion suggests a move toward more automated mapping and structuring of financial datasets. Anyone who has wrestled with ERP exports knows data preparation is often the slowest step in analytics deployment. Automating that process lowers time-to-value.


2. Performance at Scale

GPU acceleration indicates MindBridge is leaning into high-performance computing for financial analysis. As transaction volumes balloon and organizations centralize global operations data, speed becomes competitive advantage.


3. Cloud-Native Compatibility

Deep integrations with Databricks, Microsoft Fabric, and Snowflake position MindBridge squarely within modern enterprise data ecosystems. Instead of forcing clients into standalone environments, the platform plugs into existing cloud data architectures.


That alignment is critical. Enterprises don’t want another silo—they want intelligence layered on top of their current data strategy.


The Bigger Trend: AI-Driven Assurance Is Reshaping Audit

This partnership lands amid mounting pressure on audit quality, fraud detection, and internal controls transparency.


Regulators are demanding greater rigor. Boards are demanding more real-time visibility. And finance leaders are under pressure to reduce manual workloads while improving risk coverage.


Historically, audit digitization meant workflow software and dashboards. Today, it increasingly means probabilistic models, anomaly detection algorithms, and AI-led insights.


MindBridge has positioned itself as a pioneer in large-scale financial analysis. But scale alone doesn’t guarantee adoption. Embedding into advisory and managed services ecosystems—like Genpact’s—creates distribution leverage.


In other words: AI audit tools are becoming less of a standalone product sale and more of an integrated service capability.


Competitive Landscape: Where This Fits

The AI-for-audit space has become crowded. Large ERP vendors are enhancing native analytics. Big Four firms are building proprietary AI audit tools. Data platform providers are embedding machine learning directly into analytics layers.


What differentiates MindBridge, at least in this partnership, is specialization. It’s not a general-purpose AI engine—it’s purpose-built for financial transaction analysis and risk scoring.


Genpact’s involvement suggests enterprises still value domain-specific AI layered with consulting expertise, rather than generic AI platforms applied post hoc.


The combination of:

  • Full population risk scoring

  • AI-driven anomaly detection

  • Continuous monitoring

  • LLM-powered ingestion


creates a more end-to-end risk intelligence pipeline than many legacy audit tech stacks currently offer.


Implications for Enterprise Finance Leaders

For CFOs and risk executives, the practical implications are significant:


Faster insights:
 GPU acceleration and cloud integrations promise shorter analysis cycles.
Broader coverage: Full data population analysis reduces blind spots.
Continuous oversight: Controls monitoring shifts from periodic to near-real-time.
Operational efficiency: AI-led internal audits reduce manual testing overhead.


There’s also a reputational dimension. As fraud schemes become more sophisticated—and often digitally orchestrated—boards expect proactive detection, not reactive investigation.


AI-native financial intelligence platforms are increasingly positioned as defensive infrastructure, not just efficiency tools.


Ecosystem Expansion Signals Long-Term Ambition

Beyond Genpact, MindBridge is deepening alliances with global advisory and managed services firms embedding its technology into digital audit offerings.


That ecosystem approach suggests a deliberate strategy: become the AI risk intelligence layer across multiple service providers rather than competing directly as a services firm.


It’s a classic platform play.


If successful, MindBridge’s technology could become the invisible analytical backbone behind many enterprise risk engagements—powering insights even when its brand isn’t front and center.


The Bottom Line

This partnership isn’t just about two companies teaming up. It reflects a broader structural shift in enterprise finance:


AI is no longer an add-on to audit and risk management—it’s becoming foundational.


By combining MindBridge’s AI-driven financial intelligence with Genpact’s global consulting scale, the companies are betting that full-population risk scoring, anomaly detection, and AI-led audit workflows will soon be table stakes rather than innovation projects.


For enterprises still relying on sampling and spreadsheet-heavy workflows, that future may arrive faster than expected.

Conductor Embeds AI-Powered AEO Directly Into Acquia CMS in New OEM Deal

Conductor Embeds AI-Powered AEO Directly Into Acquia CMS in New OEM Deal

artificial intelligence 25 Feb 2026

Enterprise content teams are under pressure from two sides: publish more content, and make it AI-ready from day one.

Now, Conductor is betting that optimization shouldn’t happen after content goes live—but while it’s being written.

The company announced a formal OEM partnership with Acquia, integrating Conductor’s AI-driven content creation and optimization capabilities directly into Acquia’s digital experience platform. As part of the announcement, Acquia also named Conductor its 2025 Partner of the Year for Advanced Technology, citing measurable customer impact and ecosystem growth.

The headline: Conductor’s “Creator” functionality is now embedded natively inside Acquia’s CMS workflows. No toggling between tools. No exporting drafts for SEO review. Optimization now lives where the writing happens.

Optimization Moves Upstream

For years, enterprise content workflows have followed a predictable pattern: write in the CMS, then export to an SEO platform for keyword research, structure refinement, and performance tuning. It’s functional—but fragmented.

This OEM agreement aims to collapse that gap.

With Conductor embedded inside Acquia’s CMS (including Acquia Source), marketers can research, write, and refine content using AI-guided insights in real time. The system surfaces recommendations on structure, relevance, and visibility before the content ever hits publish.

That shift reflects a broader reality: AI has changed discovery.

As answer engines, AI summaries, and generative experiences increasingly shape how users find information, content must be structured for both traditional search engines and emerging AI-driven interfaces. Optimization is no longer a post-production step—it’s a design principle.

Pat Kent, VP of Partnerships at Conductor, put it bluntly: optimization must now be built into the creation process itself.

From CMS Repository to AI-Aware Publishing Engine

The integration also underscores a growing truth about content management systems: they can’t just store and publish pages anymore.

As AI reshapes digital discovery, content systems must help teams:

  • Align strategy with real-time search and answer engine signals

  • Increase both content volume and quality

  • Maintain governance across large, distributed teams

  • Ensure consistency in structure and metadata

By embedding AI-powered AEO (Answer Engine Optimization) capabilities directly into Acquia’s CMS, Conductor aims to turn publishing workflows into insight-driven processes.

Rather than guessing what might rank—or resonate—teams can create content aligned with search and AI visibility expectations from the outset.

For enterprises managing sprawling digital ecosystems, reducing friction between writing and optimization isn’t just a productivity gain. It’s a governance win.

AEO Goes Enterprise

Conductor has positioned itself as an end-to-end enterprise AEO platform, extending beyond traditional SEO into AI-era discovery optimization.

The OEM deal with Acquia signals that AEO is moving from specialist tooling into core digital infrastructure.

This mirrors a larger market trend. As generative AI platforms influence product research, brand discovery, and information retrieval, enterprises are rethinking how they structure content to appear in both search results and AI-generated responses.

Embedding AEO directly into the CMS suggests a future where optimization isn’t handled by a separate SEO team downstream—but by content creators upstream, guided by AI.

Recognition and Ecosystem Implications

Acquia’s decision to name Conductor its 2025 Partner of the Year for Advanced Technology isn’t just ceremonial.

According to Acquia, the designation reflects technical collaboration, customer adoption, and revenue impact within its partner ecosystem. In practical terms, that signals real traction among joint enterprise customers.

For Acquia, the partnership strengthens its positioning as a digital experience platform that goes beyond content management to deliver measurable outcomes.

For Conductor, it places its AI-powered optimization capabilities at the center of enterprise publishing workflows—where strategic influence is strongest.

Paul Raisanen, SVP of Partnerships at Acquia, emphasized that insights are most valuable when accessible inside the tools teams already use. In other words: don’t bolt optimization on—bake it in.

Why This Deal Matters

This partnership highlights a structural shift in martech architecture.

As AI-driven search and generative discovery models mature, enterprises can’t rely on siloed workflows. Content must be:

  • AI-readable

  • Structurally sound

  • Strategically aligned

  • Created at scale

The Conductor–Acquia OEM agreement reflects a shared understanding that content creation and optimization are no longer separate disciplines.

Instead, they’re converging.

For Acquia customers, the integration offers a streamlined path to building AI-ready content without disrupting established CMS workflows. For the broader market, it’s another sign that answer engine optimization is moving from experimental tactic to foundational capability.

In the AI era, visibility isn’t just about ranking. It’s about being structured, discoverable, and machine-understandable at the moment of creation.

This deal makes that moment happen earlier—and inside the CMS itself.

Get in touch with our MarTech Experts.

Comcast Advertising Taps Snap Veteran James Borow to Scale Universal Ads in Year Two

Comcast Advertising Taps Snap Veteran James Borow to Scale Universal Ads in Year Two

advertising 25 Feb 2026

A year after launching its self-service TV ad platform, Comcast Advertising is reshuffling leadership to accelerate its next phase of growth.

The company has named James Borow as General Manager of Universal Ads, the platform designed to make buying premium video as straightforward as purchasing social media ads. Borow previously served as Vice President of Product Management and Engineering for Universal Ads, where he helped build the platform from the ground up.

Now, he’ll oversee strategy, operations, and execution as Comcast pushes deeper into performance-driven, self-serve television advertising.

From Product Architect to Platform Lead

Borow isn’t an outside hire stepping into unfamiliar territory. He was instrumental in bringing Universal Ads to market, shaping everything from product development to launch execution.

That continuity matters.

Universal Ads is Comcast’s answer to a long-standing friction point in the industry: TV advertising has traditionally been complex, relationship-driven, and largely inaccessible to smaller, performance-focused brands. In contrast, social and ecommerce platforms have conditioned marketers to expect instant campaign setup, clear performance metrics, and transparent return on ad spend.

Comcast wants to close that gap.

According to James Rooke, President of Comcast Advertising, Universal Ads’ first year laid a solid foundation, especially among ecommerce and social-first advertisers reaching TV audiences for the first time. Those brands reportedly saw strong return on ad spend driven by premium video placements.

With Borow now at the helm, Comcast is signaling that product velocity and performance measurement—not just reach—will define year two.

Big Tech DNA Meets Premium Video

Borow brings more than 15 years of experience building performance-oriented advertising businesses.

Before joining Comcast, he served as Global Director of Product Strategy, Go-to-Market, and Partnerships at Snap Inc., where he helped scale its ad business from zero to over $1 billion in revenue. That kind of hypergrowth experience is precisely what Comcast is betting on.

He’s also a two-time exited founder—Market AI and SHIFT—and has advised platforms such as Discord, Grab, and Reddit. In short, Borow’s résumé is steeped in performance media, partnerships, and scaling digital ecosystems.

That background aligns neatly with Universal Ads’ broader mission: simplify TV buying so it feels more like launching a campaign on a social platform than negotiating an upfront media deal.

Making TV “Simple to Buy, Just Like Social”

Universal Ads was built to enable brands of any size to create, buy, and measure ads across premium video inventory. In practice, that means self-serve tools, streamlined workflows, and integrated measurement across NBCUniversal and other participating publishers.

As General Manager, Borow joins Rooke’s executive leadership team, reinforcing the platform’s strategic importance within Comcast’s growth plan. The appointment also deepens integration across Comcast’s broader ecosystem, including FreeWheel and NBCUniversal.

That integration isn’t theoretical. Universal Ads recently served as the first-ever exclusive ads manager for NBCUniversal’s coverage of the Milan Cortina Olympic and Paralympic Winter Games—a high-profile proving ground for self-serve access to premium moments.

Borow has hinted that unlocking events of that caliber—without the traditional complexity—will remain a priority.

The Performance TV Land Grab

Comcast’s move reflects a broader industry shift. As connected TV (CTV) grows and traditional linear declines, advertisers increasingly demand the same accountability from television that they get from digital channels.

Self-serve TV platforms are emerging as a competitive battleground. Tech-native advertisers, particularly ecommerce brands and social-first companies, expect granular targeting, rapid deployment, and clear measurement.

Universal Ads is positioned squarely at that intersection: premium video inventory backed by digital-style buying and analytics.

Over its first 12 months, the platform expanded its publisher ecosystem, enhanced creation and buying capabilities, and onboarded new partners. But the real test lies ahead—proving that TV can consistently deliver performance metrics strong enough to compete with social platforms on efficiency, not just prestige.

Why This Leadership Move Matters

Leadership transitions often signal strategic recalibration. In this case, the promotion of a product-focused executive suggests Comcast is doubling down on execution speed and product-market fit.

Borow understands both sides of the equation: the rigor of performance advertising and the complexity of premium media distribution. That combination could prove critical as Universal Ads attempts to lower barriers to entry while maintaining the brand safety and scale advantages of traditional television.

If Comcast succeeds, TV advertising could increasingly resemble digital: faster to launch, easier to measure, and accessible to brands that once saw it as out of reach.

Year one was about proving the concept. Year two, under Borow, is about scaling it.

Get in touch with our MarTech Experts.

The Trade Desk Expands Ventura to Power a More Open, Profitable CTV Ecosystem

The Trade Desk Expands Ventura to Power a More Open, Profitable CTV Ecosystem

advertising 25 Feb 2026

Connected TV has been growing fast. But the pipes that power it? Not always as transparent or equitable as advertisers—or publishers—would like.

Now, The Trade Desk is pushing its next move in the battle for a fairer streaming economy. The company has officially launched the Ventura Ecosystem, an industry collaboration designed to bring TV operating systems and streaming platforms together around a shared goal: more transparent, revenue-optimized programmatic advertising in connected TV (CTV).

The first partners to sign on: V (formerly VIDAA TV OS), which powers more than 50 million connected devices globally, and Nexxen, a unified ad tech platform with deep roots in advanced TV and data-driven advertising.

If that sounds like infrastructure plumbing, it is. But in today’s streaming wars, infrastructure is strategy.

Why Ventura Ecosystem Matters Now

Streaming may dominate headlines with subscriber growth and content consolidation, but behind the scenes, TV operating systems increasingly control monetization, data, and ad access. Many of those OS environments are vertically integrated—owned by companies with competing content or media interests.

The Trade Desk’s Ventura platform positions itself as an alternative: an independent OS and monetization framework that aims to level the playing field between buyers and sellers.

“Streaming’s future depends on a healthy ecosystem with fair platforms and advertising that works,” said Matthew Henick, SVP of Consumer Products at The Trade Desk, in announcing the initiative.

The Ventura Ecosystem expands that vision beyond a single platform. Instead of operating as a closed environment, it invites TV OS providers and streaming platforms to plug into Ventura’s monetization toolset while maintaining control of their brand and user experience.

The pitch is straightforward: more demand, better economics, and greater transparency—without ceding control.

V and Nexxen Join as Founding Collaborators

The first two collaborators bring meaningful scale and infrastructure to the table.

V, previously known as VIDAA, is an independent TV operating system used by OEMs including Hisense and Toshiba. With more than 50 million connected devices globally, it already sits at the center of significant CTV inventory.

Nexxen, meanwhile, has been expanding its role in the CTV OEM marketplace. Last year, it introduced programmatic activation capabilities tied to V’s OS across multiple OEM partnerships. Now, that inventory will also connect to Ventura’s ecosystem, with plans for deeper monetization alignment.

The move builds on Nexxen’s push to standardize and modernize a CTV landscape often criticized for fragmentation, inconsistent measurement, and opaque supply paths.

In practical terms, this means advertisers buying through Nexxen will gain programmatic access to premium smart TV inventory powered by V, with Ventura’s infrastructure helping optimize monetization and demand flow.

What Ventura Ecosystem Actually Delivers

Beyond the rhetoric around “fairness,” Ventura’s value proposition centers on monetization tools and direct programmatic connectivity.

Integration is designed to be lightweight. Participating operating systems can activate Ventura’s monetization engine with minimal engineering lift, allowing them to unlock revenue quickly while retaining control over:

  • Brand identity

  • System-level UI and experience

  • User data governance

From there, contributors gain access to The Trade Desk’s broader ad tech stack, including:

  • OpenPath – A direct connection between ad buyers and sellers, aimed at reducing supply chain complexity.

  • Unified ID 2.0 / EUID – Identity frameworks designed to support targeting and measurement in a privacy-conscious way.

  • OpenAds – Focused on improving supply chain transparency and trust.

  • OpenPass – A single sign-on solution that personalizes user and advertising experiences.

For OS providers, the upside is increased programmatic demand, potentially stronger CPMs, and improved fill rates. For buyers, it’s cleaner supply paths and more standardized access to premium CTV inventory.

In an ecosystem where hidden fees, opaque reselling, and inventory duplication have been recurring industry pain points, that positioning is deliberate.

The Bigger CTV Power Shift

This launch lands at a moment when CTV is becoming the most contested layer of the advertising stack.

Major platforms—including smart TV manufacturers, streaming services, and walled gardens—have increasingly tightened control over inventory access and data. That consolidation has raised concerns among independent publishers and advertisers about neutrality and fair access.

Ventura’s expansion suggests The Trade Desk is betting that independence will resonate with OEMs and OS providers seeking monetization without surrendering ecosystem control to larger vertically integrated players.

It also reflects a broader industry trend: CTV is no longer just about content distribution. It’s about operating systems, identity frameworks, and direct programmatic pipes.

In that context, Ventura Ecosystem is less a product launch and more an attempt to redraw the CTV supply chain map.

What Comes Next

The Trade Desk says more partners are expected to join the Ventura Ecosystem soon. If additional global OS providers and streaming platforms sign on, Ventura could evolve into a meaningful alternative layer of infrastructure across the CTV market.

Success will depend on adoption scale. In CTV, fragmentation is the norm, and alignment across stakeholders—OEMs, ad tech vendors, publishers, and buyers—is notoriously hard to achieve.

But if Ventura can attract enough contributors, it may shift leverage toward a more standardized and transparent programmatic marketplace.

For now, with V and Nexxen onboard, The Trade Desk has signaled that its ambitions extend beyond demand-side dominance. It wants a say in how connected TV itself is monetized—and who benefits from that value flow.

In an industry obsessed with streaming subscriber counts, Ventura is a reminder that the real power may sit in the operating system layer.

Get in touch with our MarTech Experts.

Bloomreach Tops $260M ARR as Loomi AI Agents Drive Record Growth and Free Cash Flow

Bloomreach Tops $260M ARR as Loomi AI Agents Drive Record Growth and Free Cash Flow

marketing 25 Feb 2026

AI-powered personalization isn’t just a roadmap slide for Bloomreach anymore—it’s driving real revenue.

The digital experience platform Bloomreach announced it surpassed $260 million in annual recurring revenue (ARR) in 2025, closing the year with its strongest quarter in company history. The company also reported positive free cash flow and record net new ARR, signaling operational maturity alongside growth.

At the center of that momentum is Loomi AI, Bloomreach’s agentic AI platform, which is quickly becoming embedded across its customer base.

“We were built for this moment,” said Raj De Datta, co-founder and CEO of Bloomreach. “Using AI to personalize the customer experience has been our mission from day one, and as AI advances, the value we can provide just continues to compound.”

Agentic AI Moves From Hype to Adoption

Nearly half of Bloomreach’s customers now use at least one agent or next-generation AI tool within the platform—a figure that has more than doubled over the past year. Even more telling: the number of customers running four or more AI agents has quadrupled in the same timeframe.

That’s not experimental usage. That’s operational integration.

Bloomreach’s Loomi AI agents span marketing automation, customer journey decisioning, product discovery, and conversational commerce. Instead of layering AI onto isolated tasks, the company is pushing an “agentic platform” model—autonomous systems that interpret intent, generate content, optimize journeys, and act in real time.

The approach reflects a broader shift in martech. AI is no longer confined to predictive analytics dashboards; it’s embedded into workflows that execute.

Holiday Season Proves the Model

Performance during the 2025 holiday shopping season offered a real-world stress test.

Bloomreach reported a 113% increase in shopper engagement through its conversational shopping agent. Meanwhile, its marketing agents delivered a reported 2x increase in value per email for customers like Sideshow.

For retailers facing increasingly crowded digital channels, engagement gains at scale matter. Email performance improvements alone can significantly shift revenue outcomes during peak commerce windows.

The data suggests that conversational agents and AI-driven personalization are no longer experimental features—they’re measurable growth levers.

Product Innovation Expands Loomi’s Reach

Bloomreach spent 2025 deepening Loomi AI’s capabilities.

New innovations include:

  • AI decisioning across customer journeys

  • Personalized “media in grid” for product discovery

  • Continued rollout of marketing agents

  • Loomi Connect, which integrates product discovery through Model Context Protocol (MCP)

The MCP integration is particularly notable. It allows Bloomreach’s search and discovery intelligence to be accessed through platforms like ChatGPT, effectively bringing ecommerce intelligence into conversational AI ecosystems.

That move aligns with a broader industry reality: search and discovery are shifting toward AI-driven interfaces. Brands that fail to integrate into these environments risk losing visibility at the point of intent.

Customer Expansion and Global Footprint

Bloomreach expanded its customer roster in 2025, adding brands such as ThirdLove, ALDO, Halfords, and SPANX. It also deepened relationships with existing enterprise clients like Next and Desigual.

Geographically, the company launched a new data center serving Australia and New Zealand and expanded operations in Spain and Italy. Those moves signal growing demand for localized AI infrastructure—especially as data residency and compliance requirements intensify globally.

Strategic Partnerships Strengthen Ecosystem

Bloomreach’s ecosystem strategy also matured in 2025.

The company achieved Retail Competency designation from Amazon Web Services and launched its products on AWS Marketplace, broadening enterprise accessibility. Partnerships with Databricks and Captain Up further embed Bloomreach into modern data and engagement stacks.

As composable commerce architectures gain traction, interoperability is critical. AI personalization engines must plug seamlessly into data platforms, cloud providers, and customer engagement tools. Bloomreach appears focused on ensuring Loomi AI operates within that ecosystem rather than alongside it.

Industry Recognition and Competitive Context

In 2025, Bloomreach was named a Visionary in the Gartner Magic Quadrant for Multichannel Marketing Hubs and a Leader in the Gartner Magic Quadrant for Personalization Engines. It also landed on the Inc. 5000 list of America’s fastest-growing private companies.

The recognition reinforces Bloomreach’s positioning in a crowded personalization market that includes legacy marketing clouds and emerging AI-native platforms.

What differentiates Bloomreach now is its emphasis on “agentic” execution. Many competitors offer predictive segmentation or recommendation engines. Fewer are deploying autonomous AI agents that actively manage campaigns and journeys in real time.

With $260 million in ARR and positive free cash flow, Bloomreach has moved beyond startup phase experimentation. It’s operating at scale.

The Bigger Picture: Personalization in the Agent Era

Personalization has long been a marketing ambition. AI has finally made it operationally viable.

But the battleground is shifting again. As conversational AI platforms increasingly mediate search, browsing, and purchasing, personalization engines must operate across both traditional channels and AI-native surfaces.

Bloomreach’s integration of product discovery into conversational ecosystems hints at where the market is headed. The next frontier isn’t just personalized emails or product grids—it’s influencing AI-driven interactions before a shopper ever lands on a website.

If 2025 was about scaling agent adoption, 2026 may be about embedding those agents everywhere customers interact.

The Bottom Line

Bloomreach’s $260 million ARR milestone is more than a financial headline. It’s validation that agentic AI is moving from experimental to essential in ecommerce personalization.

With nearly half its customer base running AI agents, expanding global infrastructure, and deepening ecosystem partnerships, Bloomreach is positioning Loomi AI as the operating layer for intelligent commerce.

As AI reshapes how consumers discover and shop, personalization platforms will either evolve—or fade. Bloomreach is clearly betting on evolution.

Get in touch with our MarTech Experts.

Yottaa Upgrades Web Performance Cloud With Hybrid RUM to Power AI-Driven Commerce Optimization

Yottaa Upgrades Web Performance Cloud With Hybrid RUM to Power AI-Driven Commerce Optimization

marketing 25 Feb 2026

As AI reshapes front-end development, website performance is becoming less about code quality—and more about real-world validation.

That’s the bet behind the latest upgrade from Yottaa, which has rolled out a major enhancement to its Web Performance Cloud platform powered by Hybrid Real User Monitoring (RUM). The update promises unified visibility across browser, edge, and origin layers—along with analytics designed to feed both human teams and AI systems with real-time performance intelligence.

In a commerce environment where milliseconds impact revenue, Yottaa is positioning performance telemetry as the backbone of AI-accelerated development.

The Performance Blind Spot Problem

Digital commerce stacks have grown notoriously complex. Front-end frameworks, CDNs, edge logic, third-party apps, personalization engines, and backend infrastructure all interact in real time. Yet most monitoring tools only capture a slice of that activity—often client-side browser data.

The result? Fragmented visibility.

Engineering teams may see deployment metrics. Marketing teams may monitor Core Web Vitals. DevOps may track server performance. But stitching those signals together to diagnose a real shopper’s experience can take hours—sometimes days.

Yottaa’s new Hybrid RUM architecture is designed to eliminate those blind spots.

Instead of relying solely on browser-side scripts, the platform captures performance telemetry across:

  • Browser (client-side activity)

  • Edge (CDN and distributed logic layers)

  • Origin (server and backend systems)

That unified view surfaces performance issues wherever they originate—and shows how they cascade into user impact.

AI Changes the Development Bottleneck

The timing of the release is notable.

As AI becomes embedded in front-end development workflows, code can be generated, refactored, and deployed at unprecedented speed. But faster iteration creates a new constraint: validation.

“As AI becomes part of front-end development, the bottleneck shifts from writing code to validating outcomes,” said Darin Archer, Chief Product Officer at Yottaa. “In this new model, production becomes the ultimate test harness.”

In other words, AI can write code quickly—but only real user telemetry can confirm whether that code performs well under live traffic conditions.

Yottaa’s Hybrid RUM feeds real-world performance data back into the development loop, giving teams—and potentially AI systems—instant feedback on shopper impact. Instead of waiting for dashboard reviews hours later, teams gain real-time insight into performance shifts.

For eCommerce brands running continuous deployment cycles, that acceleration could reduce risk while preserving velocity.

Beyond Traditional Page Loads

One key enhancement is improved visibility into soft navigations—an increasingly common pattern in modern single-page applications (SPAs). Traditional monitoring often tracks only full page loads, missing performance degradation during in-app transitions.

By capturing both soft navigations and classic page loads, Yottaa strengthens its diagnostic capabilities for frameworks like React and other dynamic front-end architectures.

The update also deepens integration between:

  • Core Web Vitals tracking

  • Third-party application diagnostics

  • Unified performance analytics dashboards

Third-party scripts—ads, personalization tools, chat widgets—are notorious performance disruptors. Consolidating diagnostics within a single analytics experience allows engineering and marketing teams to pinpoint bottlenecks faster.

Real-Time Feedback for Real Revenue Impact

Performance isn’t just a technical KPI. It’s a revenue lever.

Studies consistently show that page load delays reduce conversion rates, increase bounce rates, and impact SEO rankings. In a competitive retail landscape where digital storefronts are primary revenue channels, visibility into real user performance becomes a business imperative.

Yottaa’s platform update aims to make performance telemetry actionable rather than merely observable. By centralizing data across layers and presenting it in a streamlined interface, teams can move from detection to remediation faster.

The broader industry shift supports this approach. As privacy regulations reshape tracking and AI transforms content generation, performance has emerged as one of the few controllable competitive advantages in digital commerce.

The Bigger Picture: Observability Meets AI

The expansion of Hybrid RUM reflects a convergence between observability and AI-driven workflows.

Historically, observability tools were reactive—monitoring incidents after they occurred. In an AI-assisted development environment, telemetry becomes proactive infrastructure, informing automated optimization and deployment decisions.

If AI systems are increasingly responsible for code generation and feature iteration, they need structured, high-fidelity feedback loops. Hybrid RUM provides that foundation.

For Yottaa, this positions Web Performance Cloud not merely as a monitoring tool, but as a validation layer for AI-era commerce development.

The Bottom Line

Yottaa’s latest Web Performance Cloud upgrade tackles one of digital commerce’s most persistent challenges: fragmented visibility across the performance stack.

By unifying browser, edge, and origin telemetry through Hybrid RUM—and integrating enhanced Core Web Vitals and third-party diagnostics—the company is aligning performance monitoring with the realities of AI-accelerated development.

As code cycles shrink and deployment speeds increase, real-time validation may become the new competitive differentiator. Yottaa is betting that unified performance intelligence will be the infrastructure that makes it possible.

Get in touch with our MarTech Experts.

Ziff Davis Posts Mixed Q4 as Full-Year Revenue Climbs 3.5%, Buybacks Hit $174M

Ziff Davis Posts Mixed Q4 as Full-Year Revenue Climbs 3.5%, Buybacks Hit $174M

marketing 25 Feb 2026

Digital media and marketing tech conglomerate Ziff Davis closed out 2025 with a tale of two narratives: softer fourth-quarter earnings clouded by one-time charges, but steady full-year revenue growth and robust cash flow generation.

The company reported unaudited Q4 and full-year 2025 results, highlighting $1.45 billion in annual revenue, improved operating income, and nearly $290 million in free cash flow—while aggressively buying back shares.

CEO Vivek Shah underscored that capital allocation strategy, noting the company deployed $174 million in share repurchases during 2025, signaling management’s belief that the stock remains undervalued.

Q4 2025: Revenue Dips, Cash Flow Jumps

Fourth-quarter revenue came in at $406.7 million, down 1.5% from $412.8 million in Q4 2024. Adjusted EBITDA slipped 5% year over year to $163.2 million, while adjusted diluted EPS edged down slightly to $2.56 from $2.58.

But the more dramatic headline was net income, which plunged to $0.4 million from $64.1 million a year ago. The decline was driven largely by one-time impacts, including:

  • A pre-tax $58.0 million loss on the sale of a business

  • A $19.7 million loss on an equity method investment

Strip those out, and the underlying picture looks more stable.

Operating income actually rose 9.6% to $86.0 million, and operating margin improved to 21.2% from 19.0% a year earlier. Meanwhile, net cash from operating activities jumped 20.8% to $191.1 million, and free cash flow climbed 20.4% to $157.8 million.

In other words, profitability optics took a hit—but cash generation strengthened.

Full-Year 2025: Growth, but Margin Pressure Lingers

For the full year, revenue increased 3.5% to $1.45 billion from $1.40 billion in 2024. Income from operations surged 61.1% to $183.1 million, helped in part by lower goodwill impairment charges compared to the prior year.

Adjusted EBITDA ticked up modestly to $495.1 million, while adjusted diluted EPS improved slightly to $6.63 from $6.62.

Net income, however, declined 24.8% to $47.4 million, again reflecting non-recurring losses, including the business sale.

Free cash flow rose 1.5% year over year to $287.9 million—reinforcing Ziff Davis’ position as a strong cash generator despite revenue headwinds in some segments.

Segment Performance: Health Leads, Tech Lags

Performance varied across the company’s diversified portfolio:

  • Health & Wellness grew 11% for the year to $402.4 million

  • Connectivity rose 8% to $230.7 million

  • Gaming & Entertainment increased 1.8% to $183.6 million

  • Technology & Shopping declined 1.5% annually

  • Cybersecurity & Martech slipped 1.9% year over year

Health & Wellness and Connectivity were clear bright spots, reflecting durable consumer demand in those categories. Meanwhile, Technology & Shopping—a historically strong segment—faced pressure, likely reflecting softer discretionary spending and competitive digital ad markets.

Cybersecurity & Martech’s modest annual decline may draw attention, given the sector’s broader growth narrative. However, flat-to-slight declines in digital media-driven segments have become common amid evolving ad budgets and AI-driven shifts in search traffic.

Capital Allocation: Buybacks Over Guidance

Ziff Davis spent $68.7 million on acquisitions in 2025 and allocated $173.8 million to share repurchases—$60.6 million of that in Q4 alone.

That buyback pace suggests management is prioritizing shareholder returns over aggressive M&A expansion, at least for now.

Notably, the company is deferring fiscal 2026 guidance. In its Q3 release, Ziff Davis disclosed it engaged outside advisors to evaluate “value-creating opportunities,” including the potential sale of entire divisions.

That strategic review adds an element of uncertainty—but also optionality. Portfolio realignment could unlock value, especially if high-performing verticals are separated from slower-growth units.

Strategic Context: Media and Martech at a Crossroads

Ziff Davis operates across digital media, cybersecurity, connectivity, and marketing technology—industries undergoing rapid transformation.

AI-powered search and answer engines are reshaping referral traffic patterns. Digital advertising remains cyclical. Subscription and recurring revenue models continue to gain importance. Meanwhile, cybersecurity demand remains structurally strong, but competitive.

Against that backdrop, Ziff Davis’ ability to consistently generate cash—over $407 million from operations in 2025—gives it flexibility.

The company’s improved operating margin in Q4 also signals cost discipline, even as revenue growth moderates.

The Bottom Line

Ziff Davis’ Q4 headline numbers were weighed down by one-time losses, but the underlying business showed resilience: higher operating income, stronger margins, and rising cash flow.

For the full year, modest revenue growth and steady adjusted earnings underscore a business that’s stabilizing rather than accelerating.

With a strategic review underway and substantial share repurchases signaling confidence from management, 2026 could hinge less on incremental revenue growth and more on portfolio reshaping.

Investors may be watching closely—not just for earnings trends, but for structural change.

Get in touch with our MarTech Experts.

   

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