Customer Expectations stories

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

Rhinebeck Bank turns to MANTL to speed business and retail account opening as the community lender pushes wider digital transformation.

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.

Gallagher Security appoints Nikki Cardenas as US National Channel Partner Manager to bolster integration-focused partner ecosystem.

Linnworks report finds mid-market retail growth closely tied to operational maturity, automation, AI use and stronger multichannel logistics.

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

8x8 rolls out AI-powered customer view, workforce tools and richer WhatsApp flows to cut contact centre handling times and boost planning.

ECI opens registration for its 2026 Connect conference in Las Vegas, promising hands-on, practical AI guidance for everyday business use.

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.

Lenders clinging to legacy payment rails are losing borrowers to fintechs that can approve, fund and collect on loans in near real time.

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.