Telstra, in collaboration with its enterprise messaging partner Soprano Design, has released an exclusive research report exploring the digital communication preferences of Australian consumers in 2025. Based on the views of 2,000 respondents across Australia and New Zealand, the report uncovers rising expectations around speed, security and personalisation — revealing how businesses can evolve their communication strategies to stay ahead.
Secure engagement key to consumer trust
The research report reveals how security is a priority for today's Australian consumer when interacting with enterprise organisations.
Several high-profile data breaches in recent years have heightened awareness of cybersecurity risks across the ANZ region – creating a trust gap between consumers and key service providers in sectors like banking, healthcare, insurance and retail.
Striking the balance between speed, security & personalisation
While secure engagement is a clear priority for Australians, the research indicates it can’t come at the expense of speed or personalisation. Consumers want to feel protected — but also seen and responded to, fast. Enterprise organisations that can effectively strike the right balance between these three key pillars – speed, security and personalisation – will be best positioned themselves to meet the evolving expectations of their customers.
Attitudes towards emerging communication technologies
From conversational AI to website chatbots, emerging technologies are reshaping how businesses engage with consumers. The research shows Australians are open to these innovations — when they’re implemented with care. Acceptance increases when the experience feels human, transparent and genuinely helpful. For Australian organisations, this is a reminder that new tools should enhance communication, not replace meaningful connection.
Download the full report
To get the full picture on what Australian consumers expect when interacting with enterprise organisations in 2025, please download the full research report here.
