One NZ Delivers People-Centric Outcomes with a Unified AI Data Foundation

At One NZ, our purpose is centered around connecting people. We are a people-centric organization dedicated to delivering meaningful outcomes for our customers. To achieve this, we recognized the need to build a solid foundation for our information from the ground up.

We approached this with a specific thought process: we have access to all of this rich information, and we need to be able to use it in many different ways. It shouldn’t just be for weekly or monthly reporting; we want a single data platform that supports AI and data products. We process and curate our data there because it simply makes sense. Ultimately, it comes back to ease of use.

One NZ has been working with AWS and Snowflake for a number of years. I personally began working with this partnership in 2020. At that time, the focus was entirely on "Connect" and the contact center. We looked at how we could improve productivity for One NZ, improve the agent experience, and therefore improve the customer experience. The Connect platform and the insights it collects helped One NZ determine the best next action for its customers.

It is all about getting the data foundation right. Having the Snowflake AI platform alongside AWS, built on top of a secure and resilient infrastructure, enables One NZ to truly lean into its AI journey. As One NZ moves beyond experimentation with agentic AI to actually using agents to drive customer outcomes, it is critical that the foundation was correct in the first place. We are able to do that because we’ve had this partnership for so many years.

Working with Snowflake and AWS has been a very easy relationship to build and develop. As the platform and the ecosystem have evolved over time, the progression has felt natural. The sharing of knowledge through these partners has been outstanding, and it makes my life as a leader and an enabler so much easier.