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Customer Expectations Stories - Page 6

Global Stories

Customer Expectations stories

Salesforce says AI to run 50% of customer service cases by 2027
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
Blending efficiency with empathy - how to strategise for AI success
Unified Communications

Blending efficiency with empathy - how to strategise for AI success

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

By Richard Lundgren • 4 min read • Tue, 26th Aug 2025
Exclusive: Qualys' Sam Salehi explains why ANZ firms are turning to risk platforms
Cloud Security

Exclusive: Qualys' Sam Salehi explains why ANZ firms are turning to risk platforms

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

By Melania Watson • 5 min read • Wed, 2nd Jul 2025
AI & automation boost value of retail analysts amid old hurdles
Artificial Intelligence

AI & automation boost value of retail analysts amid old hurdles

AI and automation boost retail analysts' roles and job satisfaction, but outdated data methods still hinder full benefits, says new Alteryx report.

By Jed Nykolle Harme • 4 min read • Thu, 19th Jun 2025
The AI tipping point: How contact centres in ANZ are reinventing CX
Data Analytics

The AI tipping point: How contact centres in ANZ are reinventing CX

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

By Richard Lundgren • 5 min read • Tue, 27th May 2025
AI-focused marketing risks eroding trust, says new research
Customer Experience

AI-focused marketing risks eroding trust, says new research

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

By Shannon Williams • 3 min read • Wed, 7th May 2025
Empowered contact centre agents crucial for driving CX success
Unified Communications

Empowered contact centre agents crucial for driving CX success

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.

By Melania Watson • 4 min read • Wed, 9th Apr 2025

Stories from Other Regions

Customer Expectations stories

AI & contextual intelligence redefine UK customer expectations
Data Analytics

AI & contextual intelligence redefine UK customer expectations

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

By Shannon Williams • 4 min read • Thu, 20th Nov 2025
Tech trends 2026: Where innovation meets resilience
Internet of Things

Tech trends 2026: Where innovation meets resilience

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

By Will Morey • 4 min read • Tue, 18th Nov 2025
UK online retailers lose revenue as returns outpace exchanges
Data Analytics

UK online retailers lose revenue as returns outpace exchanges

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.

By Shannon Williams • 4 min read • Fri, 26th Sep 2025
Why 'ship-from-store' is the 'path to profit' for Australian retailers
Digital Transformation

Why 'ship-from-store' is the 'path to profit' for Australian retailers

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.

By Jamie Cairns • 7 min read • Mon, 25th Aug 2025
Nexer Enterprise Applications names Chris Braisby Operations Director
Digital Transformation

Nexer Enterprise Applications names Chris Braisby Operations Director

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

By Jed Nykolle Harme • 3 min read • Mon, 28th Jul 2025
Majority of Britons back fines for long customer call waits
Customer Experience

Majority of Britons back fines for long customer call waits

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

By Kaleah Salmon • 3 min read • Fri, 20th Jun 2025
UK banks take an average of 65 days to update base rates
Digital Transformation

UK banks take an average of 65 days to update base rates

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.

By Shannon Williams • 4 min read • Thu, 29th May 2025
Chorus boosts NZ business fibre with new 1Gbps option, faster fixes
Unified Communications

Chorus boosts NZ business fibre with new 1Gbps option, faster fixes

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

By Kaleah Salmon • 3 min read • Wed, 21st May 2025
How South Africa is unlocking better customer experience for UK businesses
Digital Transformation

How South Africa is unlocking better customer experience for UK businesses

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

By Hans Zachar • 4 min read • Wed, 21st May 2025
Australian banks prioritise digital overhaul to meet demands
Digital Transformation

Australian banks prioritise digital overhaul to meet demands

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

By Sean Mitchell • 3 min read • Tue, 13th May 2025
Simon partners with Adentro to enhance retail experience
Customer Experience

Simon partners with Adentro to enhance retail experience

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

By Catherine Knowles • 2 min read • Fri, 4th Apr 2025