Customer Expectations stories

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AI and automation boost retail analysts' roles and job satisfaction, but outdated data methods still hinder full benefits, says new Alteryx report.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

As customer expectations rise, NICE's Rod Lester emphasises the critical role of agent empowerment in contact centres, driven by AI tools for enhanced service.

Simon teams up with Adentro to integrate WBA OpenRoaming technology across US properties, aiming to enhance digital shopping experiences and drive retail innovation.

Lifecycle Software has partnered with Collab to enhance its NEXUS platform with AI-driven customer care solutions, boosting efficiency for mobile operators.

ServiceNow has appointed Melissa Ries as Group Vice President for Asia & Korea and Yen Yen Tan to its Global Advisory Council to boost operations in the region.

Trek has teamed up with Gr4vy to enhance its Buy-Online-Pickup-In-Store service, improving payment processing and real-time inventory for customers.

Singaporeans have spent a staggering 40 million hours on hold for customer service, as revealed by a ServiceNow report highlighting ongoing service challenges.

A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.