ServiceNow: Customer Experience Trends – Customer Service Insights In the Gen AI Era | First Edition

This extensive report highlights a growing “service gap” where customer expectations are outpacing agent capabilities due to disjointed systems.

Key findings from the 2025 research include:
> Wasted Time: In regions like Australia, customers spent an average of 11.1 hours on hold in 2024, totalling 123 million hours nationwide
> Switching Brands: Approximately 8 in 10 customers consider taking their business elsewhere after a poor service experience.
> AI Adoption: The report emphasises using AI to close the service gap by streamlining operations and empowering agents.
> Regional Insights: Specific recaps and data sets were released for various markets, including Australia/New Zealand (ANZ), India, and Singapore.