APAC Customer Experience Report AI: The answer to closing the growing service gap  APAC research reveals a growing gap between customer expectations and service experience —shining a light on the crucial importance of leveraging AI before it’s too late.  Read by Country 
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Explore insights for your country  We surveyed thousands of customers and agents across Asia Pacific to understand their customer service experiences and the impact of AI.
Report Highlights 
The hidden complexity sabotaging customer service Customer service agents want to deliver, but an excess of ‘busy work’ and disjointed systems limit them to less than a day per week actively solving issues. The result? A widening gap between customer expectations and actual service.
Access reports for your country:  Australia New Zealand Singapore India
Australia
Australians want faster, smarter service While some Australian industries have seen improvements in service speed, hold times and the frequency of repeat calls are both on the rise, only widening the gap between customer expectations and service experience. Access Full Report Read Recap
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Explore the state of customer service in ANZ public sector:   Access ANZ Public Sector Report
New Zealand
Slow service is driving customers to competitors In New Zealand, slow or poor service isn’t just a misstep—it’s a dealbreaker. Over half of customers (62%) say they’d leave a negative review on social media and switch to a competitor.  Access Full Report Read Recap
Singapore 
Great service is getting stuck in silos  Singapore’s agents are dedicated to delivering exceptional service, but inefficient systems are holding them back. Many have to navigate three or more platforms just to assist a single customer, slowing response times.  Access Full Report Read Recap
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Explore the state of customer service in Singapore public sector:   Access Singapore Public Sector Report
India
Fast, smart, reliable: What Indian customers expect now  Indian customers value efficiency above all else. More than in any other market, they will switch brands over poor service, making customer satisfaction critical.  Access Full Report Read Recap
Public Sector
Customers and governments are ready for change  People expect more from their governments than ever—faster service, better communication and seamless experiences. Yet across the region there remains a significant gap between what people expect and agents
can deliver. 
Access reports for your country:  Australia and New Zealand Singapore
AI Agents for every corner of your business  Imagine a team of ServiceNow AI Agents proactively solving challenges for your customers, elevating your human agents’ productivity and potential. Our AI agents can handle the ‘busy work’ so your teams can focus on what truly matters—transforming the customer experience.  Explore AI Agents
Take away the customer service complexity  Providing outstanding customer service doesn’t have to be inefficient and time-consuming. The ServiceNow platform brings your data, people and systems together—using the power of AI to help your teams respond faster and with more insight than ever.  Explore CRM
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Talk to an Expert Close the customer service gap today—with AI. Accelerate self-service, boost agent productivity, and cut resolution time. Get Started