The Verint Systems report — CX State of Play in Australia — carried out in partnership with Opinium Research, found that the uptake of technology in the workforce is on the rise, with 66% of Australian workers willing to try new technology to be more effective.
Verint says the report comes at a time when the Australian job market continues to face pressure “with a softening economy replacing the current underemployment situation with spare capacity into one that sees rising unemployment”.
It cites data recently released by ANZ Job Ad Series showing the number of job advertisements had plunged by 8.4% in May, indicating continued weaker employment growth ahead.
“Our research explores the fundamental shifts taking place in technological change in workplaces. This is accompanied by toughening economic conditions such as underemployment and talent shortages which in turn is creating urgency for businesses to protect their lifeline – their customers," he said.
“Business leaders must think differently about how they service their customers, and what technologies and talent is required to deliver products and services more effectively in the new world.
“Those who prioritise customer experience and invest in a workforce that has the right mix of processes, people and technologies (AI, chatbots, self-service) that service their customers accordingly will truly succeed. The hybrid workforce will see new skills and jobs created to work in with, and around new technologies and this will drive future job growth.”
Stelzer said the report also found there was a more positive outlook among workers when it came to automation freeing up people to do more interesting and fulfilling work.
Of the survey respondents, 53% agreed that technology is making work more flexible, and 60% said technology provides more information, knowledge and support to work more effectively.
“Businesses who engage in dialogue with their people about the use of technology now while ensuring their employees feel valued for their contributions will ultimately succeed,” Stelzer said.
“Progressive businesses will start redefining their workforce requirements and in doing so create new, value-add roles that will benefit the future state of Australia’s economy.”