Across banking, retail, and services, Indian enterprises are struggling with the same problem: customer journeys that are fragmented, partly manual, and spread across multiple systems with no unified view. Pravin Srinivasan, AVP Sales at ServiceNow India, unpacks what he hears consistently from customers regardless of industry. From onboarding to exit at a bank, to building repeat relationships in retail, the journey exists in pieces rather than as one connected experience. The result is customers lost to competitors mid-journey, and organisations unable to deliver the level of service they actually want to provide. The journey may be digitised in places. But digitised and connected are not the same thing. This clip is part of the ServiceNow CX Shift India series, drawing on research with 5,000 customers, 425 service reps, and 280 business leaders across India. Download the full CX Shift India 2026 report: https://www.servicenow.com/lpebk/cx-shift-india.html Explore ServiceNow Customer Experience solutions: https://www.servicenow.com/solutions/crm.html