Author: RachelBruins

The productivity dividend: AI is making CX faster. But is it making the work behind it any better?

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We all know AI is helping businesses get more done, faster. It can help summarise the customer call, draft the follow-up, pull together the research, analyse the data, find an answer and turn a task that used to take an afternoon into something much, much quicker. Which all sounds great on paper. Except the work doesn’t necessarily feel easier. Recent research corroborates that Australian businesses are adopting AI at pace. ABS data shows 12% of businesses used AI in 2024–25, up from just 1% two years earlier, with usage among large businesses reaching 35%. Microsoft’s 2026 Australian Work Trend Index…

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