Customer Expectations stories

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

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

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

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

Retailers now measure peak season success by delivery efficiency, blending speed and cost control to protect margins amid rising consumer expectations.

A survey reveals 92% of Australian B2B supply chain leaders face inefficiencies from outdated fulfilment tech, impacting costs and customer service.

Generative and Agentic AI are revolutionising application modernisation, cutting costs and time by up to 60%, transforming legacy systems faster than ever before.

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.

InDebted appoints Michael Chatfield as Managing Director to spearhead Australian expansion amid evolving collections market and rising digital demand.

Eighty percent of Australian supply chain leaders expect digital innovation to cut freight costs by at least 5% by 2030, boosting efficiency and sustainability.

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

By 2026, retailers will unify online and in-store shopping with AI-driven personalisation, ensuring seamless, consistent customer experiences across channels.

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

Companies forecast major cost reductions and higher satisfaction scores as AI automates routine cases and redefines service workflows.

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.