The state of AI-powered transformation in government
ServiceNow surveyed 1,248 leaders worldwide to determine the progress government organizations are making in driving AI-powered transformation at scale. This survey reveals what the most successful government organizations, known as “Pacesetters,” are doing differently to drive outcomes such as faster and better public services and greater employee productivity. Download the report and […]
Cybersecurity at a Crossroads: How Australian and New Zealand Government Agencies Are Responding to Escalating Threats
Government agencies across Australia and New Zealand face increasing pressure to defend against sophisticated cyber threats. Yet some are significantly more prepared than others. In this new research report from ServiceNow and ThoughtLab, we examine how leading public sector organisations across Asia-Pacific are confronting digital risk with smarter strategies and stronger foundations. Explore how top-performing […]
Economist Impact Report: Gen AI-led Industry Transformation
This report from Economist Impact explores the opportunities and challenges of Generative Artificial Intelligence in Asia-Pacific countries. Featuring industry use cases, this report explores the state of industry-led GenAI adoption and implementation across Asia-Pacific, with a particular focus on public sector and other regulated industries. Business leaders share how they’re using GenAI to unlock innovation, […]
AI‑Powered Cities of the Future: Insights for Australia & New Zealand Governments
AI is transforming the way Asia-Pacific cities operate; boosting productivity, enhancing services, and helping governments meet rising citizen expectations. ServiceNow and ThoughtLab analysed AI strategies, investment and best practice across 49 Asia‑Pacific cities to explore how cities are using AI to drive smarter urban planning, improve infrastructure, and deliver better public services. Download the […]
2025 Customer Experience Report (Public Sector)
New Zealanders rate Government service 5.2 out of 10 The 2025 Customer Experience Report reveals how Kiwis feel about public service experience – and what Governments can do about it. Read the full report to understand the service gap between customer’s expectations and service experience, the impact of fragmented technology systems and how AI […]
2025 Customer Experience Report (Public Sector)
Australians rate Government service 5.2 out of 10 The 2025 Customer Experience Report reveals how Australians feel about public service experience – and what Governments can do about it. Read the full report to understand the service gap between customer’s expectations and service experience, the impact of fragmented technology systems and how AI can […]
Accelerating Business Transformation with an AI Platform
IDC InfoBrief: Alignment Across People, Automated Process, and Embedded Generative AI While GenAI holds immense potential to transform industries and revolutionize workflows, many organizations find themselves struggling to translate proof-of-concept successes into full-scale production deployments. This IDC study sheds light on the key challenges hindering widespread GenAI adoption and offers actionable strategies for integrating GenAI […]
Executive Insights: Exploring the Untapped Power of GenAI in Customer Service
71% of B2B customers think GenAI will benefit CX. But how can you ensure you’re adding real value to customer service experiences? Read this ebook to learn how CX leaders can unleash the full potential of AI and GenAI. You’ll see how GenAI can help you reduce strain on customer service agents, while lowering costs. […]
CX TRENDS: 1st Edition- Customer service insights in the GenAI era
44% of customers say their biggest frustration is not being able to reach a live customer service agent quickly. Meanwhile, agents often feel overburdened, with 70% needing 4+ apps to resolve customer issues. Read this report to see how you can connect customers to agents faster, while taking the strain from employees, using a single […]
3 ways to optimize the lead-to-cash cycle and increase revenue
When you connect your front, middle, and back offices with a single, AI-powered platform, you’ll deliver unified customer journeys that drive loyalty and create significant cost savings and revenue growth. Read this guide to learn how you can fulfill customer orders 50% faster and reduce order fallout rate by 86%. You’ll give CX teams real-time […]