The CX Shift: From Siloed Systems to AI-Powered Customer Journeys

Stop managing systems. Start orchestrating journeys.

In India, four out of five (80%) business leaders say their organisation will take a connected enterprise approach to deliver next-level customer experience over the next three years. This connected approach addresses one of the key challenges holding many organisations back from providing the world-class experiences customers expect: fragmented data across channels and applications. As most organisations invest 10-12% of revenue into CX, they're realising that neither isolated CRM systems nor bolted-on AI delivers results. Instead, they need to orchestrate the entire customer journey, from acquisition through resolution, on a unified platform.

Join Sumeet Mathur, SVP and Managing Director of ServiceNow India, and Aditya Sudhindranath, Chief Strategy Officer at Deloitte India, for candid conversation on how to bridge the gap between CX ambition and operational reality.

You’ll learn:

• Why channel orchestration fails without journey orchestration—and what to do instead
• How to move from "360-degree promises" to single pane of glass with unified data
• Which metrics matter and why CSAT is dying
• How AI elevates frontline agents instead of replacing them
• Practical first steps to avoid the "PoC purgatory" trap and scale AI in production

Register now

Speakers:
Aditya Sudhindranath, Chief Strategy Officer at Deloitte
Sumeet Mathur, SVP and MD, India Business Technology Centre at ServiceNow