Customer Expectations stories

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

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.

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

Lifecycle Software has partnered with Collab to enhance its NEXUS platform with AI-driven customer care solutions, boosting efficiency for mobile operators.

ServiceNow has appointed Melissa Ries as Group Vice President for Asia & Korea and Yen Yen Tan to its Global Advisory Council to boost operations in the region.

Trek has teamed up with Gr4vy to enhance its Buy-Online-Pickup-In-Store service, improving payment processing and real-time inventory for customers.

Singaporeans have spent a staggering 40 million hours on hold for customer service, as revealed by a ServiceNow report highlighting ongoing service challenges.

A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.

A new Capgemini study reveals customer satisfaction in the UK is low, with just 45% satisfied, despite the potential of generative AI to improve service quality.

As we approach 2025, businesses must embrace sustainability or risk obsolescence, with innovative security solutions now serving as essential tools for achieving these goals.

Indosat Ooredoo Hutchison has joined forces with Vietnam's Xanh SM to promote eco-friendly mobility solutions in Indonesia, enhancing tech-driven transportation.

Jaywing has been appointed by InvoCare to enhance digital customer experiences across 60 brands in Australia, New Zealand, and Singapore.

Forrester's new report highlights essential mobile banking features by 2027, emphasising fraud management and security as top priorities for customer trust.

Australian eCommerce is projected to reach AUD $90 billion by 2029, as retailers shift to smaller, frequent orders to meet rising customer expectations.

Lemongrass enhances its LCP Migrate solution, promising near-zero downtime for businesses migrating to RISE with SAP, improving cloud transition efficiency.

NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.

As small and midsize businesses face growing cybersecurity demands, managed service providers must diversify offerings to enhance customer retention and competitiveness.

As Black Friday looms, retailers face the dual challenge of IT resilience and consumer trust in AI, with only 10% of UK shoppers keen to use AI tools.

UK businesses could face losses of up to GBP £4.5 billion during the holiday season due to inadequate customer service, new research by Qualtrics reveals.

FedEx readies for a festive surge in Asia Pacific, utilising tech solutions and a workforce of 28,000 to ensure seamless deliveries during peak shopping.