The changing CX landscape in New Zealand and what’s at stake To understand how AI is reshaping CX, ServiceNow conducted an extensive global study of 34,000 customers, customer service representatives, and executives. The research uncovered a clear shift in expectations. Customers want human connection, not just speed. In markets like New Zealand, customers now expect problems to be resolved instantly as AI-powered technology finally begins to deliver on that promise. Service reps need empowering, not replacing. And executives who focus on efficiency alone risk overlooking the biggest opportunity in front of them: earning deeper loyalty in an environment where customer experience is fast becoming a critical engine of growth. Speed and empathy Tech and humans Organisations need to find the right balance between digital and human communication channels