From these conversations, we have identified the following business trends set to face New Zealand organisations in 2025.
From cost and productivity pressures due to the rising cost of doing business in New Zealand, to the need to diversify product and service offerings to maintain a competitive advantage, the following trends highlight the need for organisations to evolve in 2025.
All emerging trends we’ve identified require a type of ‘organisation-wide transformation’; whether it be of an internal nature such as process reviews or seeking external assistance by way of strategic partnerships.
"For Kiwis working a 40-hour work week, this is equivalent to working an extra day per week to make up the labour productivity gap, and that’s just to reach the average productivity mark. For business owners, it would be the equivalent of hiring one more employee for every five current employees.”
Bridget Snelling
Country Manager, Xero New Zealand
With Ireland taking the lead in terms of GDP productivity per hour, for Aotearoa, to match this output at current productivity rates, New Zealanders would need to work an additional 10.7 hours per day. That’s an additional 53.4 hours per week.
While meeting these hours would be impossible, it begs the question ‘how can New Zealanders bridge this productivity gap’?
There have been a number of changes that have impacted the cost of doing business in New Zealand. Since the Sixth Labour Government came into power in 2017, labour costs have further intensified cost pressures for businesses in New Zealand. While the introduction of a new public holiday and an additional five days of sick leave per year hoped to improve employee satisfaction, it also introduced business continuity gaps.
With these days off combined with yearly minimum wage increases, having to offer higher pay rates due to a tighter labour market and the consumer price index (CPI) rising to 7.2%, New Zealand businesses are under pressure to maintain and improve productivity levels or risk further rising business costs.
“A lack of strategic and detailed implementation programs leads to missed growth opportunities as well as the threats to established revenue. Only by understanding the root causes of customer behaviour can companies develop a coherent program to migrate them to digital-care channels.”
But even then, that takes a lot of time and investment to achieve for one business, especially if you don’t have a dedicated team to help.
To successfully navigate the complex AI landscape, companies are seeking partnerships with experienced consultants and service providers like Probe CX. These partners can offer:
Our personalised approach and powerful tools drive tangible results for businesses of all sizes.
We’ve worked with many organisations around the world to identify their challenges and offer tailored solutions to help them reach their goals. Here are a just few client highlights.
From humble beginnings in 1979, we’ve grown to be one of the largest and most awarded customer experience providers with 19,000-plus team members across Australia, New Zealand, the Philippines, the United States and India.
There, we continue to work with clients across a range of industries including automotive, banking and finance, government, healthcare and insurance, retail and eCommerce, superannuation, telecommunications, transport and logistics, travel and utilities.
Together we elevate the human experience at every interaction.
We consistently deliver meaningful experiences by empowering people, driving innovation and harnessing technology - that’s why we spend every day customising the solutions we offer. Using human-led technology, we help our clients engage with their customers through the implementation of powerful tools that make revolutionising customer experiences very simple.