Check out the latest State of the CX Report
Top 5 Takeaways for the ANZ Market: The Global State of CX 2025

1. AI Becomes Business-Critical AI and automation have moved beyond pilots — ANZ organisations are now deploying them at scale to enhance self-service, efficiency, and personalisation.
2. Data Drives Trust Customer experience success in 2025 relies on clean, connected, and compliant data. Strong data governance is key to earning customer trust in Australia’s privacy-focused market.
3. CX Budgets Focus on Automation ROI - Investment priorities centre on AI, machine learning, and workflow automation to boost productivity and deliver measurable CX returns.
4. Customers Expect Speed with Substance Australian consumers demand fast, frictionless, and ethical experiences — valuing transparency and sustainability as much as convenience.
5. CX Strategy Equals Business Growth Top CX leaders directly link customer initiatives to retention, loyalty, and revenue growth — proving the commercial impact of experience design.
   

This playbook introduces agentic service as the next evolution- where AI, people, processes, and knowledge work together to drive real resolutions, not just interactions. It shows how growing organizations can move from activity-based service to outcome-based strategies that improve customer satisfaction while scaling efficiently.

Positioned as a practical guide, the playbook walks teams through assessing their current state, designing a future experience, and building a roadmap to scale. The campaign aims to equip leaders with a clear framework to turn AI into tangible business impact- better resolutions, stronger loyalty, and more efficient operations.

Closing the Trust Gap with Multimodal Service explores how modern contact centres can use voice, video, screen sharing, images and text to make customer service faster, more contextual and easier to resolve.

The whitepaper argues that traditional voice- and messaging-only support often leaves agents guessing what customers are experiencing, particularly when issues involve digital platforms, device configuration, account setups or multi-step processes. Multimodal service allows customers to show the problem rather than simply describe it, helping agents understand and resolve issues more effectively.  It explores how multimodal service—combining voice, video, screen sharing, images and text—can help contact centres resolve customer issues faster. It highlights how integrated AI and customer context can reduce guesswork, empower agents and create more seamless customer experiences.