Consumer expectations stories

Survey finds many Britons would sacrifice heating, hot water and even the fridge before going without internet access for a week.

Visa rolls out enhanced Subscription Manager for issuers, letting banks offer in-app controls for recurring payments as subscription spending surges.

SAP warns UK brands drastically overrate their customer experience as consumers report disjointed, impersonal service despite AI investment.

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

UK shoppers value accurate parcel tracking and honest delivery updates far more than rapid shipping promises, a new Locus survey suggests.

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

EU rules are turning the checkout into a compliance hub, pushing retailers to rethink POS tech, processes and in-store customer journeys.

AI, geopolitics and safety rules will force manufacturers to rethink factories, robotaxis and in-car screens by 2026, says Forrester.

Retailers face rising digital and cyber threats this Black Friday, with only 22% of sites optimised for mobile user experience amid surging online traffic.

UK professionals aged 36-50 face the highest digital overload, with over 2,200 unread emails and growing pressure to stay constantly online, research finds.

A study of 400 European brands reveals that emotional connections, not just discounts, are crucial for loyalty in an era of membership fatigue.

SOTI upgrades its ONE Platform to enhance device security, speed, and operational visibility, helping retailers boost efficiency and meet rising consumer expectations.

Holiday shoppers demand quick, eco-friendly delivery but resist paying extra, with UK consumers showing low confidence in on-time arrivals, survey reveals.

L'Oréal-backed AI beauty platform Noli partners with Akeneo to enhance personalised product recommendations via enriched product data management.

Over half of UK shoppers find retail communications too generic, with 60% calling them irrelevant, highlighting a need for personalised experiences across channels.

As AI reshapes customer experience, brands must build trust with seamless, personal digital interactions or risk losing consumers amid rising expectations.

Retail Insight has enhanced its WasteInsight platform with AI tools to help UK grocers cut food waste, optimise markdowns, manage donations, and improve food safety compliance.

Despite rising AI investments by UK retailers, 57% of consumers distrust brands' use of AI and 76% doubt data privacy protections, reveals new research.

Over half of UK consumers feel brands lack personal touch, risking loyalty as marketers struggle to leverage real-time data for tailored experiences, says SAP Emarsys.

Global happiness fell nearly 10 points to 58% in 2025, but AI-driven customer service satisfaction rose 5 points to 41%, says NiCE's report.