Business
48% of Indian Customers Cite Lack of Empathy in CX, But Only 19% of Leaders Address It with AI - Reports ServiceNow
India's business leaders are backing AI with boardroom conviction, but their customers are not feeling it yet. That is the central finding of ServiceNow's Customer Experience Report 2026, The CX Shift, which captures perspectives from customers, service representatives, and leaders across India. Business leaders are increasingly prioritizing AI in customer experience, yet a striking gap has emerged between where organisations are investing and what customers actually need — presenting both a cha
About this update from Servicenow, Inc.
[{"type":"text","content":"MUMBAI, India, April 15, 2026 /PRNewswire/ -- India's business leaders are backing AI with boardroom conviction, but their customers are not feeling it yet. That is the central finding of ServiceNow's Customer Experience Report 2026, The CX Shift, which captures perspectives from customers, service representatives, and leaders across India. Business leaders are increasingly prioritizing AI in customer experience, yet a striking gap has emerged between where organisations are investing and what customers actually need — presenting both a challenge and a defining opportunity for 2026.","length":612,"tagName":"p"},{"type":"image","alt":"ServiceNow’s Customer Experience Report 2026 shows how Indian leaders are using AI to transform customer experience.","displaySize":"","headline":null,"caption":"ServiceNow’s Customer Experience Report 2026 shows how Indian leaders are using AI to transform customer experience.","className":"","disableSlideshowImg":false,"size":{"original":{"width":400,"height":259,"url":"https://media.zenfs.com/en/prnewswire.com/de40c48d01f613ce012e88ddb1c77a77"},"resized":{"url":"https://s.yimg.com/ny/api/res/1.2/UaBHviV9bLuf5tQTNwtN6w--/YXBwaWQ9aGlnaGxhbmRlcjt3PTcwNTtoPTQ1Ng--/https://media.zenfs.com/en/prnewswire.com/de40c48d01f613ce012e88ddb1c77a77","width":400,"height":259}},"href":"https://mma.prnewswire.com/media/2956885/ServiceNow_Customer_Experience_Report.html","hrefExternal":true,"rel":"nofollow"},{"type":"text","content":"The Ambition is Real. The Execution is Not.","length":43,"tagName":"p"},{"type":"text","content":"Indian leaders are backing their intent with investment; 60% say their organisation will take a connected enterprise approach to deliver next-level customer experiences over the next three years, 81% will consolidate customer data into a single view, and 69% plan to optimise unified omnichannel CRM engagement across sales and service. Yet the research reveals a more nuanced picture, one where the direction of investment matters as much as the scale of it.","length":504,"tagName":"p"},{"type":"text","content":""The ambition in Indian boardrooms is real — I see it in every conversation. Leaders want to move fast on AI, and the investment intent is there. But ambition without a connected foundation is just noise...