Unlocking AI-powered CX: Turning insight into exceptional customer experiences
From AI promise to real performance: closing the CX delivery gap
APAC-focused insights on what's driving the biggest strategy gaps and how to close them, from rethinking CX measurement to equipping teams for AI-powered work
RegisterAI is raising the bar for customer experience, but most organizations aren't keeping up.
In a global study of 34,000+ consumers, service representatives, and executives across 17 countries, ServiceNow uncovered a widening gap between what customers expect and what they actually get. For example, 54% of respondents in Australia cite 'lack of empathy' as their top frustration, yet only 26% of executives recognize it as a challenge, while 83% of respondents in Singapore indicated that they prefer self-service before speaking to a service rep.
The findings reveal three critical gaps:
- Customer experiences fall short of expectations: only a small number rate their service as 'great' in the last 12 months
- Service reps are trapped in systems that hinder them: less than half of their time is spent taking care of customer issues
- Executives are missing what matters most: few report meaningful AI progress in building emotional connections with customers
Join us to explore APAC-focused insights on what's driving these gaps and the strategies to close them, from rethinking CX measurement to equipping teams for AI-powered work.
Speakers:
Cameron Adams
Senior Manager, CRM Solution Consulting
ServiceNow
Cameron Adams leads CRM & Industry Solution Consulting at ServiceNow across ANZ. With two decades in the CX and contact centre industry, he is passionate about transforming customer operations through automation, AI, and workflow orchestration. Cameron works with enterprises across sectors to design strategies that blend human empathy with AI-driven efficiency, delivering outcomes that dramatically improve both productivity and customer experience. He is a frequent speaker at industry forums and has collaborated with leading partners such as Genesys and NTT Data on redefining the future of customer engagement.
Elisha Harrington
APJ Innovation Officer
ServiceNow
Elisha is Senior Director within ServiceNow's Global Innovation team. Responsible for the APJ region, her charter is to work with customers and partners to provide collaborative innovation to drive progress and future state, provide executive insights from the industry and really help customers with their innovation journey. She does this by ideating with them, helping them re-imagine the possible, challenging the status quo and driving outcomes!
Georgina Wilczek
Event Host
CX Network
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