Customer Expectations stories

AI shoppers put delivery terms ahead of recommendations, as Ingrid survey finds clear fulfilment info can sway or sink purchases.

Millennials, Gen Z and Baby Boomers want very different green data, forcing brands to tailor sustainability messaging by age group.

Qualtrics again tops Gartner's 2026 Voice of the Customer rankings, leading on execution, vision and AI-driven experience agents.

Qualtrics named Leader in Gartner Voice of the Customer report, topping rivals for execution and vision as AI reshapes CX platforms.

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.

Rockwell finds OEMs shifting focus from peak performance to resilience, recovery speed and built-in cybersecurity amid rising industrial volatility.

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.

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

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.

AI-powered eCommerce delivery will top the agenda at London's TDC 2026, featuring Mary Portas, Arka Dhar and closing keynote Richard Ayoade.

Zendesk warns APAC brands that rising CX expectations demand transparent, context-rich AI that resolves issues instantly or risks churn.

Customers profess loyalty but quietly walk away over price, experience or ethics, exposing how fragile many brand relationships have become.