{"id":13042,"date":"2026-01-20T09:00:00","date_gmt":"2026-01-19T22:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=13042"},"modified":"2026-01-20T09:33:59","modified_gmt":"2026-01-19T22:33:59","slug":"personal-ai-use-knowledge-worker-survey-anz-2026","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/news\/stories\/personal-ai-use-knowledge-worker-survey-anz-2026\/","title":{"rendered":"Personal AI Use Triggers Surge in Workplace Confidence Across Australia and New Zealand &#8211; Salesforce Research"},"content":{"rendered":"\n<p class=\"has-text-align-center\"><em>New Salesforce research reveals 86% of ANZ knowledge workers use AI personally<\/em><\/p>\n\n\n\n<p class=\"has-text-align-center\"><em>88% of respondents say personal AI use has raised their expectations as consumers<\/em><\/p>\n\n\n\n<p class=\"has-text-align-center\"><em>Student accommodation provider Scape reports 85% improvement in response speeds with Agentic AI.<\/em><\/p>\n\n\n\n<p><strong>SYDNEY, Australia \u2013 January 20, 2026<\/strong> \u2013 Salesforce, the world\u2019s #1 AI CRM, today revealed new research that shows a fundamental shift in the Australian and New Zealand (ANZ) workforce: employees are bringing their &#8220;at-home&#8221; AI habits to the office, driving a surge in workplace confidence and a demand for sophisticated enterprise tools.<\/p>\n\n\n\n<p>The research commissioned by Salesforce and conducted by <a href=\"https:\/\/au.yougov.com\/\">YouGov<\/a> surveyed 2,132 ANZ knowledge workers. The findings show that 86 per cent of respondents now use AI in their personal lives. Critically, this personal experimentation is the primary driver for professional adoption, with 74% saying personal use boosted their workplace confidence.&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-the-rise-of-the-agentic-enterprise\"><strong>The rise of the agentic enterprise<\/strong><\/h4>\n\n\n\n<p>The study highlights a transition from simple chatbots to <strong><a href=\"https:\/\/www.salesforce.com\/ca\/agentforce\/ai-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI Agents<\/a><\/strong> \u2014 autonomous tools that can take action, not just answer questions.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>76%<\/strong> of knowledge workers have already engaged with AI agents.<\/li>\n\n\n\n<li><strong>95%<\/strong> expect agents to have a positive impact on their roles within the next two years.<\/li>\n\n\n\n<li><strong>88%<\/strong> report that their personal AI use has raised their expectations as consumers, demanding quicker service (46%), expecting fewer errors (44%), and more personalised experiences (41%).<\/li>\n<\/ul>\n\n\n\n<p>Leading PBSA (Purpose-Built Student Accommodation) provider <strong><a href=\"https:\/\/www.salesforce.com\/au\/customer-stories\/scape\/\" target=\"_blank\" rel=\"noreferrer noopener\">Scape<\/a><\/strong> is already seeing the ROI of this shift. By integrating Salesforce\u2019s <strong><a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a><\/strong>, Scape has automated routine communications and operational summaries.<\/p>\n\n\n\n<p>\u201cWhen routine tasks drop from hours to minutes, we don\u2019t just gain speed, we gain attention. Used well, AI doesn\u2019t make us more robotic. It makes us more present,\u201d said <strong>Anouk Darling, CEO of Scape.<\/strong> \u201cAI now helps us improve consistency and response speeds by up to 85%. It doesn\u2019t make us more robotic; it allows our team to be more present for our residents.&#8221;<\/p>\n\n\n\n<p>\u201cPersonal use of AI &#8211; from travel planning to interior design &#8211; has trained me to explore and experiment more. It\u2019s given me the confidence to move from AI happening in the background to something I actively chose to use,\u201d said <strong>Heidi Verlaan, Senior Brand and Marketing Manager at Scape<\/strong>. \u201cThe more I use it, the clearer I am on where it can help. AI isn\u2019t a magic tool &#8211; it fits into my workflow, helping me be more productive and improve my outcomes, while I keep the human layer where it matters.\u201d<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-building-trust-safety-is-non-negotiable\"><strong>Building trust: Safety is non-negotiable<\/strong><\/h4>\n\n\n\n<p>While <a href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/daily-ai-workforce-use-growth\/\" target=\"_blank\" rel=\"noreferrer noopener\">confidence is high<\/a>, workers are sending a clear message to leadership: they want guardrails. To feel comfortable using AI agents at work, employees identified four critical requirements:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Transparency and control (47%)<\/li>\n\n\n\n<li>Access to expert support (45%)&nbsp;<\/li>\n\n\n\n<li>Security and privacy guardrails (43%)<\/li>\n\n\n\n<li>Easy access to approved tools (40%)<\/li>\n<\/ul>\n\n\n\n<p>\u201cEmployees don\u2019t want to leave AI at the office door,\u201d says <strong>Kevin Doyle, RVP, Agentforce &amp; Data 360, Salesforce<\/strong>. \u201cThe urgency for business leaders is to move AI out of the sandbox and into the heart of operations. By building on a foundation of trusted, real-time data, companies can finally close the \u2018last mile\u2019 of AI and turn potential into measurable ROI.\u201d<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-go-deeper\"><strong>Go deeper:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2025\/10\/13\/agentic-enterprise-announcement\/\" target=\"_blank\" rel=\"noreferrer noopener\">Learn more about the Agentic Enterprise<\/a>&nbsp;<\/li>\n\n\n\n<li>Learn more about<a href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-learned-to-play-by-rules\/\" target=\"_blank\" rel=\"noreferrer noopener\"> the maturation of AI in the last year<\/a><\/li>\n\n\n\n<li>Catch up on the <a href=\"https:\/\/www.salesforce.com\/au\/customer-stories\/scape\/\" target=\"_blank\" rel=\"noreferrer noopener\">Scape story with Salesforce<\/a><\/li>\n\n\n\n<li>Find out why Australian consumers <a href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/australia-agentic-enterprise-index-insights-h1-2025\/\" target=\"_blank\" rel=\"noreferrer noopener\">are more satisfied with agents<\/a><em>&nbsp;<\/em><\/li>\n\n\n\n<li>Dive into the newly-released<a href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-fluency-playbook-for-agentic-enterprise\/\" target=\"_blank\" rel=\"noreferrer noopener\"> AI Fluency Playbook<\/a><\/li>\n<\/ul>\n\n\n\n<p><strong><em>Methodology:<\/em><\/strong><\/p>\n\n\n\n<p><em>This study was conducted online in September 2025, gathering data from 1,515 Australians and 617 New Zealanders. All respondents work full-time in &#8220;knowledge work&#8221; roles (e.g., finance, marketing, IT, law, education, research, healthcare administration, consulting), up to middle management.&nbsp;<\/em><\/p>\n\n\n\n<p><em>Respondents were sourced from the YouGov panel and incentivised with redeemable points. YouGov may also use accredited partner panels to reach specific demographics.&nbsp;<\/em><\/p>\n\n\n\n<p><em>After interviewing, the data was weighted by age, gender, and region to align with the latest ABS and Stats NZ population estimates.&nbsp;<\/em><\/p>\n\n\n\n<p><em>Business sizes are defined as follows: Small (1-19 employees), Medium (20-249 employees), Large (250-499 employees), and Extra Large (500+ employees).&nbsp;<\/em><\/p>\n\n\n\n<p><em>This study adheres to ISO 20252:2019 standards, under which YouGov is accredited.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>New Salesforce research reveals 86% of ANZ knowledge workers use AI personally 88% of respondents say personal AI use has raised their expectations as consumers Student accommodation provider Scape reports 85% improvement in response speeds with Agentic AI. SYDNEY, Australia \u2013 January 20, 2026 \u2013 Salesforce, the world\u2019s #1 AI CRM, today revealed new research [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":12075,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[4239],"sf_theme":[4207,1114,4212],"sf_topic":[4027,4208],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1515],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-13042","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-snapshot-research-2","sf_theme-agentic-ai","sf_theme-artificial-intelligence","sf_theme-employee-experience","sf_topic-agents","sf_topic-ai","sf_location-anz"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Personal AI Use Triggers Surge in Workplace Confidence Across Australia and New Zealand - Salesforce Research - Salesforce<\/title>\n<meta name=\"description\" content=\"Up to 88% of Australian knowledge workers say their personal AI use has raised expectations of AI as consumers and employees, according to new Salesforce data.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/personal-ai-use-knowledge-worker-survey-anz-2026\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Personal AI Use Triggers Surge in Workplace Confidence Across Australia and New Zealand - Salesforce Research\" \/>\n<meta property=\"og:description\" content=\"Up to 88% of Australian knowledge workers say their personal AI use has raised expectations of AI as consumers and employees, according to new Salesforce data.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/au\/news\/stories\/personal-ai-use-knowledge-worker-survey-anz-2026\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2026-01-19T22:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-01-19T22:33:59+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/05\/Combating-Hallucinations-and-Cultivating-Consistency_-How-Salesforce-is-Leading-the-Path-Towards-Trusted-AI-Adoption.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/personal-ai-use-knowledge-worker-survey-anz-2026\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/personal-ai-use-knowledge-worker-survey-anz-2026\/\"},\"author\":{\"name\":\"\",\"@id\":\"\"},\"headline\":\"Personal AI Use Triggers Surge in Workplace Confidence Across Australia and New Zealand &#8211; 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