Customer Expectations Stories - Page 8

Global Stories

Customer Expectations stories

Contact centres face challenges with AI in customer care

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.

By Sean Mitchell • 3 min read • Wed, 26th Mar 2025

Partner Programmes

What if security solutions could help your business reach its sustainability goals?

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

By Kirsten Chapman • 4 min read • Mon, 10th Feb 2025

Digital Transformation

Jaywing & InvoCare partner to boost digital services

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

By Catherine Knowles • 3 min read • Wed, 22nd Jan 2025

Fintech

Forrester report identifies key mobile banking features by 2027

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

By Shannon Williams • 3 min read • Thu, 19th Dec 2024

Supply Chain

Rapid growth in Australian eCommerce & its challenges

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

By Philip Makowski • 5 min read • Tue, 17th Dec 2024

Digital Transformation

Lemongrass unveils update to cut SAP cloud downtime

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

By Catherine Knowles • 3 min read • Fri, 6th Dec 2024

Unified Communications

NICE CXone platform sees 80% increase in interactions

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.

By Imee Dequito • 2 min read • Thu, 5th Dec 2024

Customer Experience

The role of a competitive offering in enhancing customer retention for MSPs

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

By Anthony Daniel • 4 min read • Mon, 2nd Dec 2024

Customer Experience

UK firms risk GBP £4.5bn losses due to poor service

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.

By Sean Mitchell • 3 min read • Wed, 20th Nov 2024

Supply Chain

FedEx prepares for APAC festive surge with tech solutions

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.

By Imee Dequito • 3 min read • Tue, 19th Nov 2024

Data Analytics

Banks struggle to harness full potential of cloud tech

A new report reveals traditional banks struggle to leverage cloud investments effectively, contrasting with fintechs that prioritise sales growth.

By Shannon Williams • 3 min read • Sat, 16th Nov 2024

Data Analytics

Zendesk unveils AI-powered tools to enhance customer service

Zendesk has unveiled a range of AI-powered tools to enhance customer service, including a voice solution in partnership with Poly.ai for improved interactions.

By Shannon Williams • 3 min read • Thu, 10th Oct 2024

Customer Experience

Zoho study reveals rising customer service expectations in Australia

A Zoho study reveals that Australian consumers now see exceptional customer service as a basic expectation, with 31% deeming it a standard rather than a bonus.

By Sean Mitchell • 4 min read • Tue, 1st Oct 2024

Customer Experience

Zendesk introduces outcome-based pricing for AI solutions

Zendesk pioneers Outcome-Based Pricing for AI agents, letting businesses pay only for fully resolved issues, aligning costs directly with value delivered.

By Catherine Knowles • 3 min read • Thu, 26th Sep 2024

Stories from Other Regions

Customer Expectations stories

Unified Communications

Singaporeans spend 40m hours on hold, report reveals

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

By Shannon Williams • 3 min read • Fri, 28th Mar 2025

Customer Experience

Generative AI boosts customer service, says Capgemini study

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.

By Catherine Knowles • 3 min read • Fri, 14th Mar 2025

Data Analytics

Indosat partners with Xanh SM for green transport in Indonesia

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

By Catherine Knowles • 3 min read • Mon, 27th Jan 2025

Digital Transformation

AI & IT systems crucial for retail success on Black Friday

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.

By Catherine Knowles • 3 min read • Thu, 28th Nov 2024