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Customer Expectations stories

Australian retailers face delivery gap as costs rise
Data Analytics

Australian retailers face delivery gap as costs rise

Rising fees and longer free-shipping thresholds are widening the gap between what Australian shoppers want and what retailers promise at checkout.

By Joseph Gabriel Lagonsin • 5 min read • Last week
Totalmobile expands into Canada with Toronto headquarters
Digital Transformation

Totalmobile expands into Canada with Toronto headquarters

Frontline service providers in Canada are under growing pressure to modernise as labour shortages and ageing systems strain delivery.

By Sofiah Nichole Salivio • 3 min read • This month
SRM leaders see better AI returns from centralised knowledge
Digital Transformation

SRM leaders see better AI returns from centralised knowledge

European firms with centralised response libraries are seeing higher AI returns, with mature SRM teams also reporting faster sales cycles and revenue growth.

By Karen Joy Bacudo • 4 min read • This month
Nexer & Deque forge global accessibility partnership
Digital Transformation

Nexer & Deque forge global accessibility partnership

Organisations face rising pressure to make websites and apps accessible as the European Accessibility Act and customer expectations tighten scrutiny.

By Mark Tarre • 3 min read • This month
Zendesk launches AI-driven autonomous service workforce
Digital Transformation

Zendesk launches AI-driven autonomous service workforce

Businesses may see faster resolutions as Zendesk ties charges to verified outcomes and expands AI agents across service channels.

By Joseph Gabriel Lagonsin • 5 min read • Last month
Qualtrics completes USD $6.75 billion Press Ganey deal
Customer Experience

Qualtrics completes USD $6.75 billion Press Ganey deal

The expanded business will give hospitals faster patient feedback tools as pressure grows to improve care, communication and outcomes.

By Sean Mitchell • 4 min read • Last month
8x8 promotes Chris Angus to Vice President Sales EMEA
Unified Communications

8x8 promotes Chris Angus to Vice President Sales EMEA

The promotion comes as 8x8 tries to grow EMEA sales for its contact centre and customer experience software amid fierce sector competition.

By Sean Mitchell • 3 min read • Last month

Stories from Other Regions

Customer Expectations stories

UK shoppers expect faster product drops, survey finds
Supply Chain

UK shoppers expect faster product drops, survey finds

Social media is pushing retailers to restock faster, as 65% of UK shoppers now expect technology to keep viral items available.

By Regine Laguilles • 4 min read • Last week
Loyalty leaders discuss: The biggest gap between what APAC consumers expect and what brands are delivering
Customer Relationship Management

Loyalty leaders discuss: The biggest gap between what APAC consumers expect and what brands are delivering

APAC retailers are losing margin as clunky loyalty systems fail to meet demand for real-time, personalised offers and easier redemption.

By Aaron Crowe • 5 min read • Last week
Drivetime named podcast partner for MOVE 2026 event
Data Analytics

Drivetime named podcast partner for MOVE 2026 event

Live interviews at MOVE 2026 will give executives a new forum to discuss mobility technology, with more than 250 speakers expected.

By Regine Laguilles • 3 min read • Last week
Quietly transforming CX without replacing humans
Digital Transformation

Quietly transforming CX without replacing humans

AI is trimming contact-centre admin and lifting productivity as CX teams seek gains without sacrificing the human touch.

By Richard Hall • 4 min read • Last week
Retailers make AI top priority amid cost pressures
Digital Transformation

Retailers make AI top priority amid cost pressures

Seven in 10 retailers expect growth next year even as labour costs and supply chain disruption push technology investment up the agenda.

By Sofiah Nichole Salivio • 4 min read • This month
Garuda Indonesia modernises core systems with RISE with SAP
Private Cloud

Garuda Indonesia modernises core systems with RISE with SAP

The move is designed to cut costs and improve transparency as the carrier links finance, procurement and maintenance systems on SAP Cloud ERP Private.

By Sean Mitchell • 3 min read • Last month
Tesco Mobile completes 65 upgrades across Greater Manchester
Unified Communications

Tesco Mobile completes 65 upgrades across Greater Manchester

Customers in busy parts of Greater Manchester should see fewer dropped calls and faster data after 65 upgrades covering more than 14,000 postcodes.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Osprey London boosts checkout with Ingrid delivery platform
Customer Relationship Management

Osprey London boosts checkout with Ingrid delivery platform

The retailer shifted 90% of UK deliveries to cheaper services after adding carrier choice and more flexible checkout options for shoppers.

By Joseph Gabriel Lagonsin • 3 min read • Last month
FVSBank partners with MANTL to speed account opening
Digital Transformation

FVSBank partners with MANTL to speed account opening

Customers at FVSBank will be able to open more deposit accounts online in minutes, as the bank unifies branch and digital onboarding.

By Karen Joy Bacudo • 4 min read • Last month
UK shoppers wary of AI product images, survey finds
Digital Transformation

UK shoppers wary of AI product images, survey finds

Trust in online retail is at risk, with 72% of UK shoppers worried AI-generated product recommendations could mislead them.

By Sofiah Nichole Salivio • 4 min read • Last month
Sparq appoints Barry Newton as Chief Sales Officer
Digital Transformation

Sparq appoints Barry Newton as Chief Sales Officer

The appointment underscores rising demand for AI sales leaders who can turn pilots into measurable enterprise gains as Sparq scales its executive team.

By Joseph Gabriel Lagonsin • 4 min read • Last month