ServiceNow’s Customer Experience Singapore survey found 80% of Singapore customers prefer calling a service representative, while 9% of organisations plan to prioritise phone support over the next three years. The survey reported that 48% of customers cited lack of empathy as a top frustration, compared with 28% of executives who viewed it as a serious customer challenge. It also found 52% of customers would switch brands after slow or poor service experiences, and 52% of organisations reported high customer churn due to poor customer service. Service representatives in Singapore use more than four systems on average and spend 35% of their time directly addressing customer issues, according to the survey. The survey said 60% of customers reported AI had improved their experience quality, while 53% of service representatives said AI reduced their administrative burden.

Disclaimer: This news brief was created by Public Technologies (PUBT) using generative artificial intelligence. While PUBT strives to provide accurate and timely information, this AI-generated content is for informational purposes only and should not be interpreted as financial, investment, or legal advice. ServiceNow Inc. published the original content used to generate this news brief on March 16, 2026, and is solely responsible for the information contained therein.