Our ANZ Research Report is here!
In collaboration with Telstra, Soprano has launched The Future of Digital Communication 2025 – a deep dive into what Australian customers expect when interacting with businesses.
This study explores the evolving expectations of Australian consumers regarding their digital communication preferences when interacting with enterprise organisations.
The Future of Digital Communication 2025
Australian consumers are more connected, informed and discerning than ever, and that’s reshaping how they expect to engage with their bank, healthcare provider and favourite retail store.
The data shows that – for these key service providers – digital communication isn’t just about sending one-way updates or alerts, but about delivering fast, relevant and secure communication experiences that feel effortless from the first interaction to the last.
This report shines a light on what consumers want, what they won’t tolerate and where businesses must focus if they want to earn trust and remain competitive. It explores the three key pillars that define successful communication today — security, speed and personalisation — and the real-world consequences when organisations fall short.
With so much change happening across the digital landscape, now is the time for Australian enterprises to pause, assess and ask: are we really meeting our customers’ digital communication expectations?
What’s Inside the ANZ Report
With responses from over 2000 communicators across Australia and New Zealand – and over 8000 globally – The Future of Digital Communication 2025 is packed with insights to help Australian enterprises rethink how they connect with customers in a digital-first world.
Inside, you’ll find:
- A snapshot of how communication preferences are shifting across industries in Australia
- Data from over 2,000 local consumers revealing what they expect from brands and key service providers
- Global comparisons highlighting how the ANZ consumer’s preferences stack up against other regions
- An exploration of the three pillars shaping modern communication strategies: security, speed and personalisation
- Attitudes towards emerging communication technologies like chatbots and Conversational AI
- Sector-specific commentary for industries like healthcare, banking, retail, and insurance
The insights you’ll find inside Th Future of Digital Communication 2025 offer a practical lens for businesses looking to better understand the modern Australian customer and the role communication plays in meeting rising expectations.
Top Insights from the Report
If there’s one clear message from the data, it’s this: Australians have little patience for poor digital experiences. Whether it’s being asked for unnecessary information, dealing with impersonal service, or feeling that their privacy isn’t being respected — consumers are quick to switch off.
But the findings also reveal opportunity.
When done well, digital communication builds trust, drives engagement and makes everyday interactions feel effortless.
Here are just a few of the standout insights from the report:
Poor Communication Will Lose You Customers
More than half of Australian consumers (53%) have stopped engaging with at least one organisation due to poor communication. Common triggers include being asked for too much personal information, impersonal messaging or unclear data practices.
Security Is Top of the Priority List
71% of Australians are highly concerned about how their personal and payment information is handled. Two-factor authentication (2FA) is now a baseline expectation with 78% of consumers saying its availability increases trust in a service.
Personalisation Is Highly Valued
Between 70–87% of consumers value personalised communications. One-size-fits-all messaging is increasingly seen as a sign that a brand doesn’t understand or respect its audience.
Consumers Want Fast Interactions
Speed matters. Whether it’s a chatbot response or a service update, Australians expect efficient interactions, without compromising on trust or security. In certain scenarios – like making a booking or placing an order – 85% of consumers expect to receive an SMS within an hour, highlighting how important it is to have automated digital communications in place.
Chatbot Trust & Usage on the Rise
Regular chatbot use is growing, and satisfaction is high across sectors like banking, retail and healthcare—provided the experience is seamless, relevant and efficient.
Why This Research Matters Now
Digital communication has become one of the most critical factors in how Australians choose which organisations they trust, and who to walk away from.
As enterprises continue to invest in automation, AI and communication platforms, this research makes one thing clear: technology alone isn’t enough.
Today’s consumer now expects fast, personal and secure interactions — and they’re quick to disengage when any one of those is missing.
This report helps decision-makers see where expectations are shifting and what’s at stake if they don’t move to meet them.
It surfaces the gaps between what organisations are delivering and what consumers actually value, providing a timely benchmark for businesses looking to reassess their communication strategies.
For the enterprise decision maker, whether you’re leading digital transformation, customer engagement or security initiatives, understanding these evolving preferences is essential to staying competitive in 2025 and beyond.
Access the Full Report
Our ANZ Research Report: The Future of Digital Communication 2025 is available for download now.
