Based on insights from more than 300 Australian CX, CRM, and AI decision-makers, this report provides a comprehensive look at how organisations are adopting and scaling AI across the customer experience landscape.
Key Insights:
- The current state of AI use and planning across Australian organisations
- Where organisations are confident — and where AI maturity is still lagging
- How employees feel about AI, and why workforce readiness is the biggest barrier
- The role of data integration, CRM and analytics in unlocking AI value
- Early adoption trends for Agentic AI in CX
85%
have or are developing AI goals for CX
49%
remain in early stages of AI maturity
16%
have a unified view of the customer
69%
expect CX technology budgets to increase