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.

The End of an Era: Customer Service Trends as we Know Them are Dead

In evolution, “trends” describe gradual adaptations that emerge over time due to environmental pressures, but do not necessarily redefine a species. These changes can be temporary and reversible. But some disruptions are so significant they permanently alter a species’ trajectory, or even lead to the emergence of a new species. These disruptions transform ecosystems, create new challenges and opportunities and force species to adapt – or risk extinction. Intercom, a sponsor at The Customer Show Exec Forum 2025, have been documenting gradual trends in customer service for years, but AI represents a “paradigm shift” – a disruption so great that it permanently changed the trajectory. We’ve moved beyond trends and into a transformed world of AI-first customer service, and we must learn to adapt in order to survive.

Moving towards the future, this report will explore how AI has changed everything and the best ways to navigate and survive in this new environment.