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.

Your CX insights are ready

First Name
Last Name
OrganizationE-mail
Organization
OrganizationPhone
Job Title
Two + 3 = ?
I would like to hear about upcoming events, products and services from ServiceNow. I understand I can unsubscribe at any time.

Yes

No
Mobile Phone
Create an account for instant downloads and other premium resources. (Optional)
Show
Password

Safety first. Your password must contain at least:

8 characters

One lowercase letter (a-z)

One uppercase letter (A–Z)

One number (0-9)

One symbol (!, @, #, etc.)
By submitting this form, I confirm that I have read and agree to thePrivacy Statement.