Kiwis are spending more and more time stuck on hold. 

For the third year in a row, ServiceNow’s Annual Customer Experience Report has seen phone wait times worsen.  

Last year, it’s estimated Kiwis spent 24 million hours on hold – approximately 9.7 hours per person.  

ServiceNow NZ Country Manager Kate Tulp told Mike Hosking the best space in 2024 was the transport space, while financial services and government lines have room for improvement.  

She says they’re seeing more customers choosing to engage with a digital method over a phone call when they’re available.  

LISTEN ABOVE 

Kiwis are spending more and more time stuck on hold.&nbsp;
For the third year in a row, ServiceNow’s Annual Customer Experience Report has seen phone wait times worsen. &nbsp;
Last year, it’s estimated Kiwis spent 24 million hours on hold – approximately 9.7 hours per person. &nbsp;
ServiceNow NZ Country Manager Kate Tulp told Mike Hosking the best space in 2024 was the transport space, while financial services and government lines have room for improvement. &nbsp;
She says they’re seeing more customers choosing to engage with a digital method over a phone call when they’re available. &nbsp;
LISTEN ABOVE&nbsp;

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Open your mind to the world with New Zealand’s number one breakfast radio show. Without question, as New Zealand’s number one talk host, Mike Hosking sets the day’s agenda. The sharpest voice and mind in the business, Mike drives strong opinion, delivers the best talent, and always leaves you wanting more. The Mike Hosking Breakfast always cuts through and delivers the best daily on Newstalk ZB.

Open your mind to the world with New Zealand’s number one breakfast radio show.

Without question, as New Zealand’s number one talk host, Mike Hosking sets the day’s agenda.

The sharpest voice and mind in the business, Mike drives strong opinion,...

The Mike Hosking Breakfast

Kate Tulp: ServiceNow NZ Country Manager on the phone wait times increasing

https://api.omny.fm/orgs/7784f840-c291-422a-924b-ad9000bbad71/clips/e5912280-dfa9-4d25-b4f9-b296014e547f/transcript