New Zealand organizations strength lies in its ability to build empathetic connection with customers. Companies pay great attention to individual interactions and they strive to meet people’s expectations in a highly personalized manner.
This is a strong attribute of the strongest brands in the country. For brands which struggle to provide great customer experience, there is room for improvement in gaining customer insights with scientific precision. In this aspect, companies in New Zealand tends to suffer as data science capabilities and technological considerations are not as advanced and have yet to catch up.
This consideration is important given that many sectors are feeling the heat from tight regulations. In addition, more international brands are entering the New Zealand marketplace, raising the standard of expectations. This, in return applies additional pressure on native companies, many of which needs to find the differentiating factor though CX excellence.
The main pillars driving CX excellence in New Zealand are Personalization and Integrity.
The top 10 leading CX brands in New Zealand are:
1. TSB
Industry: Financial Services
2. Singapore Airlines
Industry: Travel and Hotels
3. Air New Zealand
Industry: Travel and Hotels
4. Mighty Ape
Non-Grocery Retail
5. Mitre 10
Non-Grocery Retail
6. Unichem
Non-Grocery Retail
7. Kiwibank
Industry: Financial Services
8. PAK’Nsave’
Industry: Grocery Retail
9. BNZ
Industry: Financial Services
10. New World
Industry: Grocery Retail
