\u201cWe really feel for the people we\u2019ve had to lay off as part of this change, but it is genuinely about making our business respond to what our customers need,\u201d Witten-Hannah said.<\/p>\n
\u201cOur customers want to engage with businesses differently. We\u2019ve been digitising all parts of our customer journey for many years and this is just another step in that direction.\u201d<\/p>\n
Fisher & Paykel Appliances chief executive Daniel Witten-Hannah has confirmed that 44 roles have been cut.<\/p>\n
Most affected by the layoffs was the company\u2019s customer service team, with 31 staff cut from the business\u2019 call centre.<\/p>\n
Witten-Hannah said the team was reduced to about 95 staff. He said while there will always be a strong commitment to real people in New Zealand answering phones for its customers, fewer consumers want to ring up.<\/p>\n
\u201cThis is just digital change, and I\u2019d really like to emphasise that Fisher & Paykel is committed to New Zealand. We have around 1400 staff here. We\u2019re the global centre for research and development, and we run our global business here.<\/p>\n
\u201cPart of the reason why we\u2019re able to do this is that we continue to anticipate the future and take decisions that you need to take in order to stay competitive in a pretty tough global environment.\u201d<\/p>\n
Witten-Hannah couldn\u2019t comment on cost savings from the redundancies, but said it would likely be reinvested in the business\u2019 development.<\/p>\n
As for how the business is utilising AI, Witten-Hannah said it was investing in AI tokens with Anthropic to help explore opportunities for efficiency.<\/p>\n
\u201cAI\u2019s a growing part of many things. You look at software development, AI is assisting with that. If you look at helping consumers solve problems like how to change their clock after daylight saving, we\u2019re using it to solve those problems.<\/p>\n
\u201cWe\u2019re constantly exploring opportunities where it has value. But my mindset is that this is assisting humans. I see it as an assistive technology; it helps make people more productive.\u201d<\/p>\n
F&P Appliances recently moved into its new $220 million global headquarters in Penrose, Auckland.<\/p>\n
The company expects to generate between $1.8 billion and $2b in revenue this financial year.<\/p>\n
The site includes a home building for administration, research, design and product development, a shed building for appliance prototype laboratories and a garage building for employee vehicle parking and end-of-trip facilities.<\/p>\n
Appliances are not made in New Zealand because manufacturing left here a decade ago for Thailand, China, Italy and Mexico.<\/p>\n