Home topics news image Credit: Possessed Photography News News AI preference surges among ANZ consumers as brands struggle to catch up Yajush Gupta November 6, 2023 A recent report reveals that consumers in Australia and New Zealand (ANZ) are leading the world in their preference for AI-driven customer experiences (CX). However, ANZ brands are lagging behind in adopting the latest AI innovations, according to Adobe’s State of Digital Customer Experience report. The report highlights that 39% of ANZ consumers would choose AI-enabled tools or services over human interactions, with many desiring both options, particularly when exploring new products and services. Despite these preferences, ANZ brands are falling behind their global counterparts. Only 6% of them are currently using or piloting generative AI to enhance CX, in contrast to the 18% global average. Additionally, brands in Europe and the US are roughly twice as likely to have dedicated AI budgets, and internal usage policies are over three times more common. However, ANZ brands are committed to improving their generative AI capabilities in the next year, with 43% stating that it is their primary focus for enhancing customer experience, placing it at the top of their strategic agenda. Katrina Troughton, Vice President and Managing Director for Adobe ANZ, stated, “Preferences for AI-assisted brand interactions are emerging as consumers see the potential benefits of generative AI. While ANZ brands are slower to launch generative AI initiatives than others globally, it’s their number one strategic focus for enhancing customer experience.” ANZ consumers more data-conscious