# ServiceNow's Customer Experience Report 2026, The CX Shift, captures perspectives from customers, service representatives, and leaders across India.

*business · news · 2026-04-15 · The Tribune*

## Key points

- Only 38% of Indian organisations have integrated customer data into a single source of truth.
- A significant perception gap exists: 53% of customers cite unclear processes as a frustration, but only 22% of leaders recognise this.
- Just 31% of organisations have optimised CRM for cross-functional collaboration required for consistent service.
- Despite heavy AI investment, only 30% of leaders have made significant progress connecting people, data, and processes.
- 44% of Indian customers say they will switch to competitors over slow or inadequate service.

**Companies:** ServiceNow
**Countries:** India

[Read the full story on The Tribune](https://www.tribuneindia.com/news/business/48-of-indian-customers-cite-lack-of-empathy-in-cx-but-only-19-of-leaders-address-it-with-ai-reports-servicenow-2-2/)

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