Customer Expectations stories - Page 3

AI now underpins most UK Christmas campaigns, as 78% of marketers use it to deliver more personalised festive ads amid rising consumer demands.

AI is transforming Christmas CX from chaotic surge to controlled service, helping teams stay resilient, protect wellbeing and meet soaring demand.

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.

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.

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.

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

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

AI and automation boost retail analysts' roles and job satisfaction, but outdated data methods still hinder full benefits, says new Alteryx report.

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.

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

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

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