ServiceNow : Service Gaps Cost Indians 10.8 Hours a Year; 44% Ready to Switch Brands, Finds ServiceNow’s Third CX Report

NodeGuardian · 2026-03-11T14:44:06+00:00

ServiceNow's CX Report highlights that service gaps cost Indian consumers 10.8 hours each year, prompting 44% to consider brand switching. It identifies AI integration and empathy issues as barriers to loyalty, advocating for unified platforms to enhance customer experience.

NodeGuardian

2026-03-11 14:44:06

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ServiceNow’s Third Customer Experience (CX) Report reveals that service gaps cost Indian consumers 10.8 hours annually and lead 44% to consider switching brands. Despite increased AI adoption, fragmented systems and a lack of empathy are identified as major issues, hindering customer loyalty and creating structural problems within India’s AI-powered service economy. The report emphasizes the need for unified platforms to integrate AI and human intelligence, transforming customer experience into a strategic imperative for businesses.

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