Customers are becoming increasingly dissatisfied with their cell phone service as the major wireless operators in the United States merge together, said a J.D. Power and Associates report. Overall satisfaction with a subscriber�s wireless provider dropped 10 percent in 2004, the largest year-over-year change since the U.S. Wireless Regional Customer Satisfaction Index Study was launched a decade ago. The findings provide a harsh contrast to the claims of the merging companies and their officials, who hope to smooth over the possible negative effects of industry consolidation on the consumer. �Given the number of major changes consumers have experienced over the past couple of years, the gap between customer expectations and actual service experience tends to widen as uncertainty from mergers greatly influences consumer perceptions,� said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. The report, which surveyed 24,096 wireless users, found that forces like mergers, regulatory programs, and competitive expansion have made it difficult for carriers to meet customer expectations. The companies that underwent major mergers had greater drops in customer satisfaction.
Retailers are forging ahead in adopting artificial intelligence (AI) tools to master the increasingly complex world of supply chain management. According to the latest ABI Research market study, more than 90 percent of global retailers are deploying AI to bolster decision-making and optimize operations. This movement underscores a pivotal transformation: retail supply chains evolve from static cost centers into intelligent systems capable of real-time adaptation. Driven by pressures from fulfillment complexity, labor challenges, and rising customer expectations, AI now sits at the heart of next-generation retail strategy. Retail Supply Chain Market Development Traditionally, retailers have struggled to balance speed, cost efficiency, and customer satisfaction. Now, the combined forces of e-commerce growth and ongoing geopolitical disruptions have amplified this challenge. Warehouse congestion, longer lead times, and volatile demand forecasts have underscored the need for predictive and...