Customer Expectations stories

AI-powered eCommerce delivery will top the agenda at London’s TDC 2026, featuring Mary Portas, Arka Dhar and closing keynote Richard Ayoade.

Zendesk warns APAC brands that rising CX expectations demand transparent, context-rich AI that resolves issues instantly or risks churn.

Datec pushes all-paper eComPack to cut plastic, speed warehouse packing and appeal to eco-conscious UK eCommerce customers.

Customers profess loyalty but quietly walk away over price, experience or ethics, exposing how fragile many brand relationships have become.

Shoppers in the UK and US now value reliable, transparent deliveries and returns over speed alone, new research from Locus suggests.

UK SMEs remain upbeat on growth but risk falling behind as economic jitters, rising customer demands and poor grasp of AI strain marketing.

Most UK business leaders say responsible AI will be a key competitive edge within three years, but many still struggle to put it into practice.

Value for money, not low prices or rapid delivery, is the strongest driver of eCommerce satisfaction, Judge.me’s study of reviews finds.

AI now underpins most UK Christmas campaigns, as 78% of marketers use it to deliver more personalised festive ads amid rising consumer demands.

Australian contact centres risk drowning in metrics; experts urge a sharper focus on a few vital KPIs to lift service, loyalty and morale.

AI is transforming Christmas CX from chaotic surge to controlled service, helping teams stay resilient, protect wellbeing and meet soaring demand.

AI, safety tech and sustainability are set to reshape Australia’s fleets by 2026, as managers race to integrate data and retain drivers.

HCLTech unites tech giants in Sydney to plot outcome-driven digital strategies and tighter ecosystem alignment across Australia and New Zealand.

Gen Z’s ‘Returniture’ habit of sending back bulky furniture bought online is soaring, leaving UK retailers to shoulder rising costs and complexity.

Black Friday exposed how rising demand strains UK retailers' customer service, revealing challenges caused by complex systems and ageing processes.

Nearly 80% of UK shoppers demand identical prices and promotions both online and in-store, linking price parity to brand loyalty and trust.

AI is now integral to 60% of warehouses globally, boosting productivity and resilience while reshaping workforces, reveals research by Mecalux and MIT.

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

A survey reveals 92% of Australian B2B supply chain leaders face inefficiencies from outdated fulfilment tech, impacting costs and customer service.

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