Business in Aotearoa is tough. Costs are up, confidence is down, and customers are more selective than ever. In this environment, trust becomes valuable currency. The organisations that will win are those that refocus their customer strategy, intentionally design the experiences they want to be known for, and ruthlessly execute them.
For Aotearoa business leaders, the message is clear: this is the moment to recommit to customer experience as a strategic discipline. Trust, coherence, and intentional design will define who grows, who stalls, and who customers choose next.
This year’s Global Customer Experience Excellence (CEE) research highlights how leading organisations are responding. Drawing on a global sample of over 80,000 consumers, the findings show that organisations are moving beyond reactive service to orchestrate proactive, predictive experience powered by agentic AI.
At the core of this shift is Total Experience, aligning customer, employee, partner, and ecosystem interaction around outcomes that build loyalty, advocacy, and growth.
