2025 ANZ CX Report – The CX Divide: The Cost of Underinvestment

In collaboration with AWS, Concentrix is proud to publish its 2025 ANZ CX Index and CX Divide: The Cost of Underinvestment report.

Based on a comprehensive survey of 509 business professionals across Australia and New Zealand, the CX Index groups organisations by their CX maturity: Leaders, Followers, and Laggards.

Our research provides clear evidence that those further along in their CX journey are seeing measurable financial and operational benefits that set them apart from the competition, and reveals an emerging ‘CX divide’ across Australia and New Zealand, fuelled by a gap in strategic investment.

What’s Inside the Report:

• CX Maturity Breakdown: See where your business stands in the ANZ landscape and what defines a CX Leader
• The CX Divide between ANZ: Uncover why the CX Index average is notably higher amongst Australian respondents compared to those in New Zealand
• The Cost of Underinvestment: Discover the findings that show a correlation between advanced CX strategies and increased financial returns
• Actionable Insights: Understand the critical role AI will play in transforming your business

Download the full 2025 CX Index report to get the insights you need to accelerate your CX journey, drive business growth, and secure your competitive advantage.