The Messaging Shift CX Leaders in Australia and New Zealand Can’t Ignore
Your customers already prefer messaging apps over SMS—and they expect you to meet them there. See how AI-enabled rich messaging is becoming the defining channel for customer engagement in new research from Boston Consulting Group, commissioned by Meta.
81% of ANZ consumers surveyed say personalised communications from businesses are important, while 73% value interactive, two-way conversations over one-way notifications. Enterprises deploying rich messaging for customer support report a 15–20% improvement in CSAT and NPS scores, while those using it for fulfilment and transaction support see a 25–30% improvement in first delivery and appointment success rates.
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