Unlocking AI-powered CX: Turning insight into exceptional customer experiences

06/17/2026
By:

Cameron Adams
ServiceNow
Senior Manager, CRM Solution Consulting

Elisha Harrington
ServiceNow
APJ Innovation Officer

Georgina Wilczek
CX Network
Event Host

Tags:

Artificial Intelligence in CX Customer Experience

AI 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.