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ServiceNow<\/a> (NYSE: NOW), the AI control tower for business reinvention, has released new research on ServiceNow AI, highlighting a growing gap between AI<\/a> potential and how customer service is delivered. The findings come from The CX Shift: Customer Expectations in the AI Era<\/em>, conducted with ThoughtLab.<\/p>\n\n\n\n The study surveyed 34,000 executives, service representatives, and customers globally, including 1,335 respondents in the UAE. It shows that citizens and residents in the UAE collectively spend more than 83 million hours a year on hold, despite advancements enabled by ServiceNow AI.<\/p>\n\n\n\n Further, the research reveals that poor customer service in the UAE costs each consumer the equivalent of 10.8 hours annually. This time is spent dealing with long wait times, repeating information, and navigating slow systems. Meanwhile, organizations continue investing in AI, yet outdated infrastructure prevents them from delivering faster and smoother experiences.<\/p>\n\n\n\n Consumers are also facing a hidden productivity cost. Across EMEA, customer issues take an average of three to four days to resolve. In sectors like banking and telecommunications, this remains a major challenge. In manufacturing, resolution times extend to nearly a full working week. Even in the technology sector, only 18% of issues are resolved within an hour.<\/p>\n\n\n\n In the UAE, close to half of consumers (41%) rate current customer service as average, poor, or terrible. Additionally, 45% say they would switch to a competitor after a single poor or slow experience.<\/p>\n\n\n\n \u201cConsumers across EMEA are losing entire working days to service experiences that should take minutes. The root cause isn\u2019t a lack of AI investment, it\u2019s that most CRM systems were built to record interactions, not resolve them. That\u2019s the shift we\u2019re driving: CRM as a system of action, not a system of record,\u201d said Shakira Talbot, Group Vice President, CRM EMEA at ServiceNow.<\/p>\n\n\n\n AI adoption is gaining trust among UAE consumers, but gaps remain. Around 62% say AI has improved customer service. About 49% report improvements in speed, efficiency, and convenience, while 60% highlight better 24\/7 support. However, speed alone is not enough.<\/p>\n\n\n\n At the same time, 55% of UAE consumers cite lack of empathy as a key frustration. Although 89% prefer phone support, 80% attempt self-service first. Yet 47% report that chatbots fail to understand their queries or concerns.<\/p>\n\n\n\n \u201cCustomers want to feel heard and resolved, not just routed. But that can\u2019t happen when AI and human agents operate in different systems with different views of the customer. The organisations getting this right are the ones connecting their entire operation, front office to back office, on a single platform. That\u2019s when CRM stops being a digital filing cabinet and starts being a revenue engine,\u201d Talbot added.<\/p>\n\n\n\n The study also highlights operational bottlenecks. Service representatives in the UAE spend only 44% of their working week resolving customer issues. The remainder is consumed by administrative tasks, system navigation, and searching for information. In addition, 73% of agents must log into three to five systems to resolve a single issue, while 51% report inconsistent customer data as a major challenge.<\/p>\n\n\n\n Executives appear misaligned with customer priorities. While empathy is a top frustration for 55% of UAE customers, only 24% of executives prioritise it. Similarly, 50% of customers are frustrated by being transferred between departments, yet only 36% of executives see it as a major issue.<\/p>\n\n\n\n The research concludes that fragmented systems remain a core barrier. Fewer than half of organizations in the UAE (46%) have integrated data across silos into a single source of truth. Moreover, only 19% have enterprise-wide AI strategies that break down departmental barriers.<\/p>\n\n\n\n Closing this gap requires unifying data, workflows, and teams through ServiceNow AI. Without this transformation, AI investments may underperform, frontline teams will remain constrained, and customers will continue to experience delays and inefficiencies in service delivery driven by ServiceNow AI.<\/p>\n\n\n\n <\/p>\n","protected":false},"excerpt":{"rendered":" ServiceNow (NYSE: NOW), the AI control tower for business reinvention, […]<\/p>\n","protected":false},"author":58,"featured_media":105060,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[9619],"tags":[1051],"contributor":[9732],"class_list":["post-105058","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-top-stories","tag-vendors","contributor-news-desk"],"featured_image_src":"https:\/\/techxmedia.com\/en\/wp-content\/uploads\/2026\/04\/ServiceNow_English-copy-28.jpg.jpeg","author_info":{"display_name":"Lubna","author_link":"https:\/\/techxmedia.com\/en\/author\/lubna\/"},"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/posts\/105058","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/users\/58"}],"replies":[{"embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/comments?post=105058"}],"version-history":[{"count":1,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/posts\/105058\/revisions"}],"predecessor-version":[{"id":105059,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/posts\/105058\/revisions\/105059"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/media\/105060"}],"wp:attachment":[{"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/media?parent=105058"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/categories?post=105058"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/tags?post=105058"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/contributor?post=105058"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}