ServiceNow report reveals how speed, empathy & AI are transforming customer experience in India

A recent global survey conducted by ServiceNow, involving 34,000 customers, service agents, and business executives, has uncovered a significant evolution in customer expectations, particularly within India. The study underscores the increasing necessity for speed and genuine human interaction in customer service experiences as AI technology advances rapidly. The findings reveal a considerable gap between the potential of AI and the actual priorities of customers. While AI is enhancing response times and personalizing engagement, only 30% of business leaders have effectively optimized their Customer Relationship Management (CRM) systems to ensure smooth issue resolution. Moreover, just 57% have managed to integrate people, data, and processes through AI-enabled workflows, indicating a need for improvement in this area. To navigate the challenges of the AI landscape successfully, ServiceNow suggests that companies adopt six strategic approaches. With nearly half (44%) of customers willing to switch to competitors due to subpar or slow service, these insights are crucial. Failure to align AI initiatives with customer expectations could lead to increased churn, as 45% of Indian business leaders report significant customer losses attributed to inadequate service experiences.