Cisco recently shared four key predictions that will shape the future of customer experience (CX) in 2025. These global insights highlight the rapid advancements in AI, personalisation, and data integration that are redefining the CX landscape. But how do these trends resonate in the Australian market?
At Peak Insight, we specialise in delivering Webex CX solutions tailored for Australian businesses. Here’s our take on Cisco’s predictions and their relevance to Australia:
1.AI Agents Will Revolutionise Self-Service
Cisco’s Prediction: AI agents will provide conversational, human-like self-service, resolving issues faster and reducing frustration.
The Australian Perspective:
This trend is highly relevant to Australia, where consumer expectations for efficient and empathetic service are growing. According to Forrester’s 2024 Australia CX Index, CX quality in sectors like banking and government has declined, with customers increasingly dissatisfied with the service they receive.
AI-driven self-service can address these gaps by enabling quicker resolutions while freeing agents to focus on more complex interactions. However, many Australian businesses, particularly small to mid-sized enterprises, are still hesitant to invest due to perceived complexity or cost.
Action Plan: Adopt pre-built, low-code AI tools to implement conversational AI agents that are cost-effective and scalable, making self-service a win-win for both businesses and customers.
2.Hyper-Personalisation Will Become Essential
Cisco’s Prediction: AI will enable organisations to deliver hyper-personalised customer journeys, driving loyalty and satisfaction.
The Australian Perspective:
Personalisation is already a key differentiator in Australia, where 37% of consumers have stopped purchasing from companies after a poor experience (source: CFOTech). Customers increasingly expect tailored interactions that demonstrate they are valued.
AI-powered tools make it easier to analyse customer data and proactively address needs. For example, timely reminders or tailored offers can build loyalty and reduce friction. However, organisations must be mindful of data privacy regulations and consumer trust – key concerns for Australians.
Action Plan: Invest in AI solutions that unify customer data across channels, enabling seamless, personalised interactions while maintaining compliance with privacy standards.
3. Once Available, RCS Adoption Will Skyrocket
Cisco’s Prediction: Rich Communication Services (RCS) will become the industry standard for business messaging, offering interactive, secure, and engaging customer communications.
The Australian Perspective:
RCS adoption in Australia has been slower than anticipated, primarily due to delays in carrier support and infrastructure readiness. However, the recent availability of RCS on iOS devices has renewed optimism for its adoption. This development opens up opportunities for industries such as retail, financial services, and healthcare to enhance customer interactions with rich media, interactive features, and branded sender profiles.
For Australian businesses, this delay provides a critical window to better prepare for RCS adoption. While traditional SMS and over-the-top messaging apps (e.g., WhatsApp, Facebook Messenger) remain dominant, the potential of RCS to transform business communications is undeniable. By addressing the current barriers, businesses can position themselves to deliver more engaging and secure communications, fostering greater trust and loyalty.
Action Plan:
Evaluate your current messaging strategy and begin exploring how RCS can elevate customer interactions—from promotional campaigns to appointment reminders. Monitor carrier timelines and infrastructure developments to ensure your business is ready to leverage RCS as it gains momentum.
4. Unified CX Data Is Non-Negotiable
Cisco’s Prediction: Organisations must unify customer data from disparate systems to deliver intelligent, connected experiences.
The Australian Perspective:
Fragmented data remains a major barrier to CX innovation in Australia, particularly in sectors like government and superannuation. Without a holistic view of customer data, businesses struggle to provide seamless experiences or leverage AI effectively.
Unifying data across channels and systems is critical to meeting rising expectations for proactive, personalised service. It also enables businesses to optimise resources, identify trends, and anticipate customer needs.
Action Plan: Prioritise data unification projects, using tools that integrate data across systems to create a comprehensive view of customer journeys.
Final Thoughts
Cisco’s CX predictions for 2025 provide valuable insights for organisations looking to stay competitive. In the Australian market, these trends highlight the urgent need for businesses to embrace AI, personalisation, and unified data strategies.
At Peak Insight, we’re committed to helping Australian businesses navigate these changes and achieve exceptional CX outcomes. If you’re ready to explore how these trends can benefit your organisation, let’s start the conversation. Click below.