ServiceNow’s 2025 Customer Experience Report uncovers a growing ‘service gap.’ While customer expectations surge, agents are stuck battling disjointed systems and administrative overload. The result? Customers are moving to competitors in search of faster, better service.

Discover how to reverse the trend. Our latest report shines a light on some of the key challenges and outlines how brands can leverage AI to close the gap, streamline operations, and build lasting loyalty.

Read this year’s report to discover:

• The current state of customer service in Australia and New Zealand—and why customer experiences are getting worse.
• How overwhelmed employees and disjointed systems are holding organisations back.
• Strategies to close the gap between expectations and service experience.
• The critical role AI is playing in closing the service gap.