Customer Expectations stories - Page 2

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.

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

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

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

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

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

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

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.

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

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.

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

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

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

AI and automation boost retail analysts' roles and job satisfaction, but outdated data methods still hinder full benefits, says new Alteryx report.

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.

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

Chorus unveils a 1Gbps symmetrical fibre plan for NZ businesses, enhancing speeds and restoration times to boost digital productivity.

South Africa's contact centres blend skilled agents and tech, helping UK firms enhance personalised, empathetic customer experiences amid rising digital demands.

Australian banks are prioritising customer experience improvements amid digital transformation struggles caused by data issues, legacy systems and shifting consumer demands.

New study finds consumers trust companies more when they promote human expertise over AI, especially in personalised services like healthcare and luxury goods.