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Customer Expectations Stories - Page 7

Global Stories

Customer Expectations stories

The true success metric for peak season is delivery efficiency
Customer Experience

The true success metric for peak season is delivery efficiency

Retailers now measure peak season success by delivery efficiency, blending speed and cost control to protect margins amid rising consumer expectations.

By Rob Hango-Zada • 5 min read • Tue, 25th Nov 2025
Retailers to unify shopping experiences & boost AI by 2026
Digital Transformation

Retailers to unify shopping experiences & boost AI by 2026

By 2026, retailers will unify online and in-store shopping with AI-driven personalisation, ensuring seamless, consistent customer experiences across channels.

By Shannon Williams • 4 min read • Wed, 19th Nov 2025
Salesforce says AI to run 50% of customer service cases by 2027
Digital Transformation

Salesforce says AI to run 50% of customer service cases by 2027

Companies forecast major cost reductions and higher satisfaction scores as AI automates routine cases and redefines service workflows.

By Jake MacAndrew • 3 min read • Tue, 18th Nov 2025
Blending efficiency with empathy - how to strategise for AI success
Unified Communications

Blending efficiency with empathy - how to strategise for AI success

Almost all contact centres now use AI, but success hinges on blending technology with human skills to tackle complex, emotional customer needs effectively.

By Richard Lundgren • 4 min read • Tue, 26th Aug 2025
Exclusive: Qualys' Sam Salehi explains why ANZ firms are turning to risk platforms
Cloud Security

Exclusive: Qualys' Sam Salehi explains why ANZ firms are turning to risk platforms

Qualys' ANZ MD Sam Salehi says firms in Australia and New Zealand are adopting risk platforms amid a cybersecurity skills crisis and evolving threats.

By Melania Watson • 5 min read • Wed, 2nd Jul 2025
AI & automation boost value of retail analysts amid old hurdles
Artificial Intelligence

AI & automation boost value of retail analysts amid old hurdles

AI and automation boost retail analysts' roles and job satisfaction, but outdated data methods still hinder full benefits, says new Alteryx report.

By Jed Nykolle Harme • 4 min read • Thu, 19th Jun 2025
The AI tipping point: How contact centres in ANZ are reinventing CX
Data Analytics

The AI tipping point: How contact centres in ANZ are reinventing CX

AI is transforming contact centres in Australia and New Zealand, with 98% adopting it, but human skills and trust remain crucial for success.

By Richard Lundgren • 5 min read • Tue, 27th May 2025

Stories from Other Regions

Customer Expectations stories

How GenAI and Agentic AI are redefining application modernisation
DevOps

How GenAI and Agentic AI are redefining application modernisation

Generative and Agentic AI are revolutionising application modernisation, cutting costs and time by up to 60%, transforming legacy systems faster than ever before.

By Giuliano Altamura • 4 min read • Mon, 24th Nov 2025
Traditional banks face 2026 shakeup as neobanks, fraud & T+1 loom
Crypto

Traditional banks face 2026 shakeup as neobanks, fraud & T+1 loom

In 2026, traditional banks will face fierce competition from neobanks, rising fraud risks, and new ISO 20022 rules, forcing urgent modernisation or loss of customers.

By Melania Watson • 4 min read • Fri, 21st Nov 2025
InDebted appoints Michael Chatfield to lead Australian growth
Fintech

InDebted appoints Michael Chatfield to lead Australian growth

InDebted appoints Michael Chatfield as Managing Director to spearhead Australian expansion amid evolving collections market and rising digital demand.

By Melvin Hipolito • 3 min read • Thu, 20th Nov 2025
Digital innovation set to cut Australian freight costs by 5%
Data Analytics

Digital innovation set to cut Australian freight costs by 5%

Eighty percent of Australian supply chain leaders expect digital innovation to cut freight costs by at least 5% by 2030, boosting efficiency and sustainability.

By Catherine Knowles • 3 min read • Thu, 20th Nov 2025
AI & contextual intelligence redefine UK customer expectations
Data Analytics

AI & contextual intelligence redefine UK customer expectations

Zendesk's report reveals UK consumers expect faster, personalised service combining AI, data and human insight to solve issues on first contact.

By Shannon Williams • 4 min read • Thu, 20th Nov 2025
Tech trends 2026: Where innovation meets resilience
Internet of Things

Tech trends 2026: Where innovation meets resilience

Tech Trends 2026 highlights resilience as essential amid supply chain issues, AI risks, and rising customer demands for trusted, stable partners.

By Will Morey • 4 min read • Tue, 18th Nov 2025
UK online retailers lose revenue as returns outpace exchanges
Data Analytics

UK online retailers lose revenue as returns outpace exchanges

UK online retailers face revenue losses as returns hit 17.5%, highest globally, while exchanges lag at 5.8%, signalling urgent need for improved post-purchase strategies.

By Shannon Williams • 4 min read • Fri, 26th Sep 2025
Why 'ship-from-store' is the 'path to profit' for Australian retailers
Digital Transformation

Why 'ship-from-store' is the 'path to profit' for Australian retailers

Australian retailers are adopting ship-from-store to cut costs, speed up delivery and boost profits amid rising costs and fierce competition from global giants.

By Jamie Cairns • 7 min read • Mon, 25th Aug 2025
Nexer Enterprise Applications names Chris Braisby Operations Director
Digital Transformation

Nexer Enterprise Applications names Chris Braisby Operations Director

Nexer Enterprise Applications appoints Chris Braisby as Operations Director to strengthen operational strategy amid continued UK market growth.

By Jed Nykolle Harme • 3 min read • Mon, 28th Jul 2025
Majority of Britons back fines for long customer call waits
Customer Experience

Majority of Britons back fines for long customer call waits

A survey reveals 62% of Britons support fining companies for long hold times, with older consumers especially backing penalties amid rising costs.

By Kaleah Salmon • 3 min read • Fri, 20th Jun 2025
UK banks take an average of 65 days to update base rates
Digital Transformation

UK banks take an average of 65 days to update base rates

A study reveals UK banks average 65 days to update base rates and over six months to launch new features, slowing innovation amid rising customer expectations.

By Shannon Williams • 4 min read • Thu, 29th May 2025