Ensuring customer experience excellence through AI and humanity symbiosis

KPMG’s Australian Customer Experience Excellence report 2024 explores how leading organisations are using AI and human ingenuity to power Customer Experience Excellence within Australia.

Growing customer expectations and advancing technology including artificial intelligence (AI) are the driving forces behind new customer experience benchmarks. KPMG's Australian Customer Experience Excellence report 2024 reveals a modest improvement in Australia's overall customer experience index, though it still lags other markets. Key to this growth has been leading organisations harnessing the power of AI to humanise experiences and connect more deeply with customers on an emotional lev...

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Authors: Carmen Bekker, Benjamin Kilpatrick,

Published Date: 06 February 2025