Customer Expectations stories
Qualtrics named Leader in Gartner Voice of the Customer report, topping rivals for execution and vision as AI reshapes CX platforms.
IAG New Zealand has moved its core Guidewire ClaimCentre system to Guidewire Cloud, aiming to boost claims resilience, scale and updates.
Distributors stockpile more inventory as a Phocas report warns planning gaps and data limits are raising costs and operational complexity.
Autonomous AI 'agentic customers' will upend banking, FICO warns, reshaping pricing, risk and customer ties as USD $3tn value beckons.
Linnworks report finds mid-market retail growth closely tied to operational maturity, automation, AI use and stronger multichannel logistics.
ANZ marketers embrace AI to meet soaring demands for real-time, two-way customer conversations, but patchy data and generic campaigns hold them back.
Rockwell finds OEMs shifting focus from peak performance to resilience, recovery speed and built-in cybersecurity amid rising industrial volatility.
ACI clinches its first UK bank for the Connetic cloud platform, unifying SWIFT, CHAPS and Faster Payments on Microsoft Azure.
ECI opens registration for its 2026 Connect conference in Las Vegas, promising hands-on, practical AI guidance for everyday business use.
New research finds 85% of firms trial AI but only 17% use it daily, with weak knowledge governance blamed for stalled adoption.
UK contact centres keep KPIs steady, but MaxContact warns a growing perception gap as frustrated customers switch providers in droves.
Australian shoppers are deserting online retailers over clunky site search, with many paying more elsewhere for AI‑style, natural language results.
Gallagher Security appoints Nikki Cardenas as US National Channel Partner Manager to bolster integration-focused partner ecosystem.
Marketers pour money into AI, yet most still blast generic spam as fragmented data blocks the real conversations customers now expect.
AI-powered contextual service is now make-or-break in Australia, with CX leaders warning one unresolved issue can lose a customer forever.
AI and unified commerce will become core to Australian retail by 2026, as rising expectations force investment in real-time systems.
Gallagher Security appoints Josh Arnold as Chief Product Officer to steer global device, platform and service strategy amid rapid AI-led change.
8x8 rolls out AI-powered customer view, workforce tools and richer WhatsApp flows to cut contact centre handling times and boost planning.
Austin Group's new Melbourne distribution centre brings logistics in-house, doubling capacity and hitting a 99.8% DIFOT delivery rate.
Shoppers shun online baskets over high delivery fees and clunky checkouts as retailers plough cash into loyalty schemes and shiny AI tools.