Transform CX and service operations in New Zealand.
Independent consultancy for RBNZ and FMA-regulated organisations adopting agentic AI safely.
omnichannel is a customer experience and service operations consultancy helping New Zealand organisations transform CX, adopt agentic AI safely, and keep humans in control. We serve banking, insurance, and utilities across Auckland, Wellington, and Christchurch.
Built for your regulators
We design every engagement with the regulatory context of New Zealand in mind.
Sectors we serve in New Zealand
New Zealand regulated sectors where customer experience and operational safety matter most.
Banking & finance
The pain: Conduct and culture expectations, open banking transition, and customer vulnerability under RBNZ and FMA oversight.
How we help: Maturity Review of CX and compliance; AI readiness assessment for RBNZ and FMA regimes with human-in-control gates.
Insurance
The pain: Claims speed, regulatory reporting, and conduct expectations under FMA and RBNZ.
How we help: Contact centre advisory and AI-assisted claims triage with human-in-control decision gates and full audit trails.
Telecoms
The pain: High churn, complex billing disputes, and Commerce Commission expectations.
How we help: CX strategy and platform advisory to unify service channels; operational performance diagnostics.
Utilities
The pain: Regulatory price caps, outage response, and vulnerable-customer obligations.
How we help: Service operations redesign and AI-assisted outage communication with full human oversight.
Why now
New Zealand's regulators are moving decisively on AI governance. The FMA's conduct expectations and RBNZ's focus on operational resilience both require demonstrable human control of consequential decisions. Build it now, not later.
Get started in New Zealand
Book a working session. We will diagnose your current state and give you a clear plan tailored to New Zealand.
Book a working session