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August 5-6, 2026
| The Atrium, Flemington Raceway, Melbourne
Decoding Digital Patience | Twilio
According to research from Twilio, Foundation Partner of The Customer Show Exec Forum, while Australians pride themselves on being patient, that patience is quickly wearing thin when it comes to digital customer experiences. In fact:
- 50% of Australians say AI-powered customer service is making them less patient.
- 49% would prefer to start with a human agent, even if it means waiting longer.
- 84% say it's important to have an easy path from an AI agent to a human.
- 1 in 5 (20%) would stop using a product or service following a poor automated customer service experience.
As organisations continue to invest in AI, customer expectations are evolving just as quickly. Download Twilio's Decoding Digital Patience report to explore the full findings, understand what's driving changing customer expectations and discover what organisations can do to build trust while embracing AI.
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