Australia appears to be losing momentum against other countries in the Asia Pacific region in terms of its digital advancement. According to the Digital Evolution Index, Australia has been identified as a “Stall Out” country – otherwise known as countries that are losing momentum in the digital economy. While Australia has achieved a high level of digital development in the past, more recently there appears to be a slowing in this digital uptake.

It is against this backdrop that Verint has conduct a comprehensive global research study canvassing the views of more than 34,000 consumers across 18 countries. This year we interviewed more than 2,000 people in Australia and identified key customer experience insights, detected changes in customer preferences, drew year-on-year comparisons, analysed differences between neighbouring countries, and identified trends stemming from last year’s findings.

Our 2019 study explored current consumer wants, demands and concerns in the digital age. The changing landscape across workplaces also took centre stage as the report captures the numerous ways technology is transforming the marketplace.

Overall, the research findings for Australia are in contrast to neighbouring countries including Singapore and Hong Kong, who are appear to be leading the way in digital transformation. At first glance it appears that Australian customers are trailing behind their Singaporean and Hong Kong counterparts when it comes to embracing digital channels of customer support.

While Australians are open to trying new technology in order to make work more efficient and productive, workers seem to be less exposed to automation in the workplace. Seventy-five per cent of workers report that they have not seen robots or AI-driven technology used to replace manual or repetitive tasks.

To learn more about Australia’s current CX landscape and to explore what’s next for the nation download our special country highlights report here.


Complete an enquiry form we will be in touch.