Customer Expectations stories

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.

Australian shoppers are deserting online retailers over clunky site search, with many paying more elsewhere for AI‑style, natural language results.

ANZ marketers embrace AI to meet soaring demands for real-time, two-way customer conversations, but patchy data and generic campaigns hold them back.

AI-powered contextual service is now make-or-break in Australia, with CX leaders warning one unresolved issue can lose a customer forever.

AI and unified commerce will become core to Australian retail by 2026, as rising expectations force investment in real-time systems.

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

Austin Group's new Melbourne distribution centre brings logistics in-house, doubling capacity and hitting a 99.8% DIFOT delivery rate.

New research finds 85% of firms trial AI but only 17% use it daily, with weak knowledge governance blamed for stalled adoption.

AI agents are rapidly transforming sales teams in Australia and New Zealand, slashing grunt work and reshaping how sellers prospect and close deals.

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.

Amazon, Temu and Shein are forcing Australian retailers to speed up delivery, fix fulfilment bottlenecks and rethink toughened returns.

Event planners in Australia and New Zealand face tighter budgets, faster turnarounds and lingering doubts over AI's place in their work.

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.

Australian SMEs risk a hidden productivity tax as fragmented IT oversight and tool sprawl quietly erode day-to-day business performance.

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.