Customer Expectations stories
8x8 sees AI customer interactions surge across voice, chat
4 days ago
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customer expectations
8x8 reports triple-digit growth in AI voice and messaging for CX, as contact centres scale automation beyond pilots across channels.
Amazon threat pushes Australian retailers to speed up
4 days ago
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customer expectations
Amazon, Temu and Shein are forcing Australian retailers to speed up delivery, fix fulfilment bottlenecks and rethink toughened returns.
UK online shipments climb as pet care leads growth
5 days ago
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customer expectations
UK online parcels jumped 17% in late 2025 as pet care and beauty surged, even as fashion and homewares shipments slid, Scurri data shows.
One Identity names Gihan Munasinghe chief technology officer
6 days ago
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customer expectations
One Identity names Gihan Munasinghe CTO to steer engineering, SaaS strategy and product modernisation amid shifting customer security needs.
Event planners juggle lean budgets, AI hesitation
6 days ago
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customer expectations
Event planners in Australia and New Zealand face tighter budgets, faster turnarounds and lingering doubts over AI’s place in their work.
Ecommpay report warns checkout friction ‘hits zero’
Last week
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customer expectations
Ecommpay warns shoppers now have zero tolerance for checkout friction, with failed payments driving cart abandonment and lost revenue.
Why lenders need fintech-level payments
Last week
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customer expectations
Lenders clinging to legacy payment rails are losing borrowers to fintechs that can approve, fund and collect on loans in near real time.
CommBox unveils Era AI Voice to transform call centres
Last week
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customer expectations
CommBox launches Era AI Voice, promising to automate most routine call centre conversations while keeping tight enterprise controls.
SMEs warned of hidden ‘productivity tax’ from IT sprawl
Last month
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customer expectations
Australian SMEs risk a hidden productivity tax as fragmented IT oversight and tool sprawl quietly erode day-to-day business performance.
Privacy shifts from compliance checkbox to market edge
Last month
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customer expectations
Privacy is shifting from a legal checkbox to a strategic differentiator as watchdogs and customers demand proof of real-world data protection.
AI tops global C-suite worries on corporate reputation
Last month
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customer expectations
AI has become the top corporate reputation fear for global leaders, yet most admit they are underprepared for its fast-rising risks.
Extreme unveils unified global AI-powered partner plan
Last month
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customer expectations
Extreme launches Partner First, a unified global programme promising simpler rebates, faster deal approvals and AI tools for resellers.
Extreme unveils global AI-driven partner programme
Last month
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customer expectations
Extreme has launched a global AI-driven partner programme unifying rebates, deal registration and sales tools under a single model.
Wise tips five trends reshaping cross-border payments
Last month
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customer expectations
Wise forecasts five shifts to speed up cross-border payments by 2026, as new rules, tech links and customer demands reshape the market.
SMEs warned over hidden IT fragility as risks rise
Last month
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customer expectations
Australian SMEs face rising IT fragility as cloud-era misconfigurations, weak oversight and reactive support quietly erode resilience.
AI in eCommerce delivery to headline London TDC 2026
Last month
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customer expectations
AI-powered eCommerce delivery will top the agenda at London’s TDC 2026, featuring Mary Portas, Arka Dhar and closing keynote Richard Ayoade.
Zendesk flags APAC demand for transparent, smarter AI CX
Last month
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customer expectations
Zendesk warns APAC brands that rising CX expectations demand transparent, context-rich AI that resolves issues instantly or risks churn.
Datec pushes paper retention packs for greener eCommerce
Last month
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customer expectations
Datec pushes all-paper eComPack to cut plastic, speed warehouse packing and appeal to eco-conscious UK eCommerce customers.
Quiet quitting exposes the fragility of customer loyalty
Last month
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customer expectations
Customers profess loyalty but quietly walk away over price, experience or ethics, exposing how fragile many brand relationships have become.
Shoppers now prize reliable, transparent deliveries
Last month
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customer expectations
Shoppers in the UK and US now value reliable, transparent deliveries and returns over speed alone, new research from Locus suggests.