Customer Expectations stories

UK contact centres keep KPIs steady, but MaxContact warns a growing perception gap as frustrated customers switch providers in droves.

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.

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.

Shoppers shun online baskets over high delivery fees and clunky checkouts as retailers plough cash into loyalty schemes and shiny AI tools.

New research finds 85% of firms trial AI but only 17% use it daily, with weak knowledge governance blamed for stalled adoption.

As AI reshapes marketing, leaders say careers will depend less on tactics and more on systems thinking, judgement and commercial clarity.

8x8 reports triple-digit growth in AI voice and messaging for CX, as contact centres scale automation beyond pilots across channels.

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 CTO to steer engineering, SaaS strategy and product modernisation amid shifting customer security needs.

Ecommpay warns shoppers now have zero tolerance for checkout friction, with failed payments driving cart abandonment and lost revenue.

Lenders clinging to legacy payment rails are losing borrowers to fintechs that can approve, fund and collect on loans in near real time.

CommBox launches Era AI Voice, promising to automate most routine call centre conversations while keeping tight enterprise controls.

Privacy is shifting from a legal checkbox to a strategic differentiator as watchdogs and customers demand proof of real-world data protection.

AI has become the top corporate reputation fear for global leaders, yet most admit they are underprepared for its fast-rising risks.

Extreme launches Partner First, a unified global programme promising simpler rebates, faster deal approvals and AI tools for resellers.

Extreme has launched a global AI-driven partner programme unifying rebates, deal registration and sales tools under a single model.

Wise forecasts five shifts to speed up cross-border payments by 2026, as new rules, tech links and customer demands reshape the market.