48% of Indian Customers Cite Lack of Empathy in CX, But Only 19% of Leaders Address It with AI - Reports ServiceNow
Apr 15, 2026
Mumbai (Maharashtra) [India], April 15: 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.
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