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Digital Transformation Market Narratives Omnichannel Readiness and Evolving Customer Experience Trends in ANZ​ Feb 27, 2025 Omnichannel service availability varies by organisation size, with smaller enterprises leading the way. While customer experiences are generally seamless, there are still areas for improvement, particularly in providing consistent experiences across channels. Request to Download

Omnichannel service availability varies by organisation size, with smaller enterprises leading the way. While customer experiences are generally seamless, there are still areas for improvement, particularly in providing consistent experiences across channels. Frequent incorporation of customer feedback into digital strategies is essential for future growth.

 

Core Insights:

Omnichannel service availability

  • On average, 46% of services are available via omnichannel experiences, but large enterprises tend to offer fewer omnichannel services than their smaller counterparts.
  • Smaller and medium-sized organisations are leading the way in omnichannel availability, whereas large enterprises are still catching up.

Seamlessness of customer experience

  • While organisations report a relatively seamless customer experience, particularly in service quality and understanding customer expectations, there are still opportunities for improvement.
  • Challenges remain in achieving consistent experiences across various channels, which can affect overall customer satisfaction.

Customer feedback integration

  • Organisations are actively incorporating customer needs and feedback…

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