The Australian market is full of its own quirks and trends. A new CGSI report, the 2025 State of the Customer Experience, highlights what’s going on down under as businesses try to prove the power of CX.
The report focuses on why the C-suite demands hard evidence to justify company CX investments, and how leaders can respond. That’s as firms aim to grow their business as customer expectations soar, yet CX scores drop. The State of the Customer Experience Report, admittedly using a lot of US -sourced data, looks at the challenges CX programs face in 2025 and beyond, and how to meet the current challenges.
While emerging technologies like AI offer promise, many businesses are overwhelmed by tools and platforms. The question remains: How can CX programs cut through the noise to drive customer action and deliver value?
The ups and down unders of Australian CX
The report, produced by CPM Australia in a partnership with the CXI Research Group from Swinburne University, finds that personalisation was the greatest driver for CX in 2024, and that retention needs to be an always-on effort to retain customers.
When it comes to getting ahead in CX or stepping through the gears to add value and drive revenue, the report recommends that CXOs need to think like CFOs, translating business metrics into business objectives.
They need to trace the threads of value to the business from finance, calculating benefits and focusing on ROI among the vanity projects and other competing priorities.
Focusing on strategies to break the CX slump with personalized moments that matter, ways to balance AI adoption with customer trust and loyalty and insights on how to crush data silos and prove ROI to the C-suite. And for tech laggards, it highlights they need to get a handle on mastering their data before it becomes too large to handle in the AI era.
A handy report to check out, wherever you are based, we’ll be checking out more of Australia’s CX efforts now that CXM accelerates our global focus beyond 2025. Hopefully, next year’s will contain more Aussie success stories.