SPOTLIGHT Sponsored by: ServiceNow Agentic AI Excellence in Customer Experience Requires a Connected Enterprise and Workforce to Drive Resolution May 2026 Written by: Aly Pinder Jr., Research Vice President, Worldwide Aftermarket Services Strategies Orchestrated experiences deliver valuable outcomes In an environment where value is determined by the gap between customer expectations and outcomes delivered, enterprises have to reconsider what a quality experience is. Historically, "good" was meeting a service-level agreement (SLA), answering a call in a timely manner, or ensuring a static FAQ page could be found by a customer. These interaction relationships are no longer meeting the expectations of a savvier, informed, and demanding customer who now has more options than ever for a variety of products and services