Author: Pete Andrew

Australia has a customer service problem, and while AI is helping, it’s only part of the solution. Over the past few years, we’ve seen organisations invest heavily in technology to improve the customer experience. In many ways, it’s working, AI is helping resolve issues faster, reducing wait times and easing pressure on customer service teams. But here’s the reality: despite all this progress, customer frustration remains high. ServiceNow’s latest customer experience research shows Australians spent 113.5 million hours dealing with customer service issues in 2025. Despite the scale of the challenge, the results point to real progress. Australians now spend…