AI was front and centre across both streams - from Spark NZ’s GenAI-powered contact centre transformation and Xero’s next phase of agent–AI collaboration, to Fonterra’s and Salesforce’s discussions on responsible integration. Speakers emphasised that AI success depends on trust, empathy, and human oversight — ensuring technology augments rather than replaces customer connection.

Sessions led by Contact Energy, Lion, and Good CX highlighted the growing recognition that empowered, emotionally intelligent employees are the foundation of great customer outcomes. In a tight talent market, the “agent of 2026” will need to balance empathy, adaptability, and digital fluency.

Speakers from NZ Trade & Enterprise, LIC, and Primepac demonstrated how organisations are harnessing customer data to deliver real-time personalisation and predictive insights. However, many noted that data accessibility and governance remain barriers to fully data-led CX - a theme echoed by Watercare Services and Auckland Airport.

Retail and service leaders such as Mitre 10, Auckland Transport, and Kiwibank shared how they’re evolving to meet rising customer expectations for seamless, consistent experiences across every channel. From TradeMe’s unified contact centre project to SkyCity’s human-centred digital innovation, omnichannel integration emerged as a defining CX priority.

Sessions from Flybuys, Whakarongorau Aotearoa, Tonkin + Taylor, and Zip Co underscored the importance of embedding CX into organisational culture. Delegates explored leadership practices that align marketing, operations, and technology teams around shared experience outcomes - moving CX from a department to a mindset.

Te Wānanga o Aotearoa’s session on embedding Māori values like koha (reciprocal giving) into digital design offered a powerful reminder that CX is also cultural. Purpose-driven design and inclusive customer journeys will define the next evolution of New Zealand’s experience landscape.