Revolutionise your CRM: Transform Service and Sales with AI

Katrina Read, Director of Transformation for APJ at ServiceNow, highlights how poorly designed systems are undermining service delivery. While many organisations invest heavily in technology, they often digitise outdated processes without rethinking them. This leads to a tangled web of more than 360 applications, with agents switching between multiple systems just to solve a single issue. ServiceNow research shows a disconnect between internal perception and customer reality: 69% of service agents believe they resolve queries in under 30 minutes, but customers report an average wait of 5.2 days. This “service gap” not only frustrates customers but represents a $5.4 billion productivity drain, as Australians spend 123 million hours on hold in 2024, up from 107 million in 2023.

Customers today want seamless, self-service experiences across channels. 63% prefer to resolve problems themselves, and 43% expect 24/7 access. Yet many organisations fall short, leaving agents buried in admin and chasing other…