Customer Expectations stories - Page 2

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

Shoppers in the UK and US now value reliable, transparent deliveries and returns over speed alone, new research from Locus suggests.

UK SMEs remain upbeat on growth but risk falling behind as economic jitters, rising customer demands and poor grasp of AI strain marketing.

Most UK business leaders say responsible AI will be a key competitive edge within three years, but many still struggle to put it into practice.

Value for money, not low prices or rapid delivery, is the strongest driver of eCommerce satisfaction, Judge.me's study of reviews finds.

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.