Customer Expectations Stories - Page 6

Global Stories

Customer Expectations stories

Study finds value for money trumps price in eCommerce

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

By Catherine Knowles • 4 min read • Thu, 18th Dec 2025

Network Infrastructure

HCLTech assembles tech leaders to reshape ANZ digital

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

By Melvin Hipolito • 4 min read • Thu, 11th Dec 2025

Data Science

AI drives productivity & resilience in global warehouse sector

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

By Catherine Knowles • 3 min read • Fri, 28th Nov 2025

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

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

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

Stories from Other Regions

Customer Expectations stories

DevOps

UK marketers embrace AI for more personalised Christmas ads

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

By Sean Mitchell • 3 min read • Wed, 17th Dec 2025

Unified Communications

From metrics to meaning: Rethinking KPIs in contact centres

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

By Richard Lundgren • 5 min read • Wed, 17th Dec 2025

Unified Communications

Q&A: How AI helps CX teams stay resilient through the holiday rush

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

By Simon Hayward • 4 min read • Tue, 16th Dec 2025

Software-as-a-Service

Driving the future of Australia's fleet management in 2026 and beyond

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

By Luke Olsen • 5 min read • Fri, 12th Dec 2025

Digital Transformation

Gen Z 'Returniture' trend piles pressure on UK retailers

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

By Sean Mitchell • 4 min read • Wed, 10th Dec 2025

Digital Transformation

What Black Friday revealed about retail's customer service challenges

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

By Simon Hayward • 5 min read • Thu, 4th Dec 2025

Customer Experience

UK shoppers demand price parity across online & physical stores

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

By Shannon Williams • 2 min read • Fri, 28th Nov 2025

Marketing Technologies

Australian B2B supply chains hampered by outdated fulfilment tech

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

By Melania Watson • 3 min read • Tue, 25th Nov 2025

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

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

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

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