ServiceNow Report: 48% Customers Cite Empathy Gap

ServiceNow report finds 48% of Indian customers cite lack of empathy in CX, yet only 19% of leaders prioritize it.
60% of leaders plan a connected‑enterprise CX strategy, 81% will consolidate data, but only 38% have a single source of truth.
44% of customers say they will switch providers over slow or inadequate service, while 45% of leaders report churn from poor experiences.
Only 30% of organisations have made significant progress linking people, data, and processes to enable AI‑driven CX.