The Kiwi CX Collective: CCNNZ Industry Research Report - Part 1 скачать в хорошем качестве

The Kiwi CX Collective: CCNNZ Industry Research Report - Part 1

Right now, contact centre leaders across Aotearoa are caught in a pincer movement: budgets are tightening while customer expectations for frictionless, multi-channel service are hitting an all-time high. But as the data shows, there is a massive difference between "offering a channel" and actually "resolving an issue." In this episode of The Kiwi CX Collective, we take a deep dive into the 2025 CCNZ Industry Research Report. Host Richard Winterburn is joined by two of the industry's heaviest hitters—Kelly Brickley, Principal Consultant at COPC, and Ramon Szeitszam, Head of Voice and Collaboration at Spark—to pull apart the "Process" pillar of the New Zealand landscape. From the surprising 82% surge in mobile app adoption to the "reporting gap" where only 19% of operators actually track if their AI is resolving problems, this conversation is a reality check for anyone managing a modern service journey. It’s time to move beyond the "Three Ps" and start looking at the outcomes that truly keep customers loyal. Key insights from this session: The Rise of Persistence: Why asynchronous messaging (WhatsApp style) is seeing a 67% increase and how it fundamentally changes staffing models. Issue Resolution vs. FCR: Why "First Contact Resolution" isn't enough anymore. Kelly explains why we must look at the entire service journey—from the car crash to the final payment—rather than just the individual transaction. The "AI Team-Mate" Reality: It’s not about robots replacing humans. It’s about the tag-team approach where AI handles summaries and checklists so kaimahi can focus on high-value empathy. The Bot Barrier: Ramon shares why some customers feel they have to "fight through the bot" to reach a human, and how to use conversation design to prevent your self-service from becoming a wall. Metrics That Matter: A deep dive into why abandonment rates are just an outcome of service levels, and why "customer effort" is the most underrated metric in the contact centre. The Technical Expertise Gap: With technical challenge ratings rising to 29%, we discuss why strong partnerships are now more critical than "on-premise" tin. Guest Profiles: Kelly Brickley (COPC): With over 30 years in the industry—from the frontline at Telecom in 1890 to leading global consultancy at ICMI—Kelly is one of the most respected voices in performance management and service journey blueprinting. Ramon Szeitszam (Spark): Bringing "both sides of the fence" perspective, Ramon bridges the gap between pre-sales engineering and real-world CX leadership. He specialises in connecting technology decisions to tangible customer outcomes. Keywords: CX Research, COPC, CCNZ, Contact Centre Metrics, AI Resolution, Asynchronous Messaging, Service Journey, Customer Effort Score, Aotearoa Business, Digital Transformation.