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Digital Transformation Market Narratives Key ANZ Customer & Employee Experience Trends Feb 26, 2025 The research highlights the strong link between digital maturity and customer experience (CX) quality in Australian organisations. Companies with higher levels of digitisation, API connectivity, and digitally savvy leadership achieve significantly better outcomes in areas such as order processing, service delivery, and customer engagement. Request to Download

The research highlights the strong link between digital maturity and customer experience (CX) quality in Australian organisations. Companies with higher levels of digitisation, API connectivity, and digitally savvy leadership achieve significantly better outcomes in areas such as order processing, service delivery, and customer engagement. A foundation-first approach, leadership alignment, and employee digital capabilities are key enablers of seamless CX and business success.

 

Core Insights:

Stronger digital foundations drive superior customer experiences

  • Organisations with mature API connectivity are 2x better at integrating customer portals and 1.5x better at balancing privacy with customer experience.
  • Back-office digitisation (51%) is slightly ahead of front-office digitisation (50%), indicating that companies are prioritising internal efficiencies before external CX improvements.

Digital-savvy leadership and purpose-driven culture amplify transformation success

  • Organisations with highly digitally capable executives see 1.7x better privacy-experience balance and 1.4x improvements in personalisation.
  • Purpose-driven organisations have a 4.8x greater ability to…

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