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Cover of the Customer Experience Report – Australia & New Zealand by ServiceNow. Features three people on a blue gradient background with bold white and green text.

The CX Shift ANZ


What do customers across Australia and New Zealand really expect from service in the AI era?


Our latest research reveals surprising gaps between what customers want, what service teams can deliver, and what executives think matters most.


The findings:

  • 55% of ANZ customers say lack of empathy is their biggest frustration
  • 47% would switch brands after a single poor service experience
  • Only 44% of service representatives have adequate tools and training
  • Less than half of service reps' time is spent on actual customer issues

This guide goes beyond the statistics. You'll discover six practical strategies for bridging the empathy gap, empowering your service teams, and building AI-powered experiences that customers actually value.


Discover how to turn the CX shift into your competitive advantage.

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