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Cover of the 2025 Customer Experience Report – India by ServiceNow. Features three people on a blue gradient background with bold white and green text.

Fast, smart, reliable: What Indian customers expect now

ServiceNow’s 2025 Customer Experience Report for India uncovers a growing ‘service gap.’ While Indian customers prioritise speed and efficiency, agents are stuck battling disjointed systems and administrative overload. The result? Customers are moving to competitors in search of faster, better service.


Our latest report shines a light on some of the key challenges and outlines how brands can leverage AI to close the gap, streamline operations, and build lasting loyalty.


Read this year’s report to discover:

  • The current state of customer service in India—and why customer experiences are getting worse.
  • How overwhelmed employees and disjointed systems are holding organisations back.
  • Strategies to close the gap between expectations and service experience.
  • The critical role AI is playing in closing the service gap.

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