Customer churn starts where trust breaks down. The companies with the strongest retention records share one thing in common: they deliver on what they promise, and they communicate proactively when they cannot. Pravin Srinivasan, AVP Sales at ServiceNow India, explains what separates high-retention organisations from the rest. It comes down to two things: consistent delivery within the timeframe customers expect, and clear, timely communication when that is not possible. Both done well build the kind of trust that keeps customers coming back. 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