To understand how AI is reshaping CX, ServiceNow conducted an extensive global study of 34,000 customers, customer service representatives, and business leaders. The research uncovered a clear shift in expectations. Customers want human connection, not just speed. In India they increasingly choose brands that respond quickly while also resolving issues fully the first time. Service reps need empowering, not replacing. Business leaders who focus only on efficiency risk missing the real opportunity: building the kind of fast, resolution‑led customer experience that earns lasting loyalty in a market that’s setting a new pace for service.
