AI pilots are everywhere in India. Production deployments are not. In this conversation from The CX Shift India 2026, Aditya Sudhindranath, Chief Strategy Officer at Deloitte India, and Sumeet Mathur, SVP and MD, India Business Technology Centre at ServiceNow, explain why the gap between pilot and production is not an intelligence problem. It is an execution, culture, and data problem. Aditya introduces a practical framework helping Indian organisations get agentic AI into production: two use cases ten feet deep, rather than ten use cases two feet deep. Going deep on fewer, better-defined problems means failures are easier to trace, easier to fix, and far more likely to reach scale. The organisations succeeding are not running the most pilots. They are going deep on the right ones. Sumeet lands the insight that separates the leaders from the rest: every organisation today has access to the same frontier models. What differentiates them is their business context, their data, and their ability to execute in the flow of work. That execution gap is real. ServiceNow's CX Shift India 2026 research found that only 30% of business leaders have made significant progress connecting people, data, and processes via AI-enabled workflows. The models exist. The infrastructure to act on them often does not. From The CX Shift India 2026, ServiceNow's annual study into customer experience across India, surveying 5,000 consumers, 425 customer service representatives, and 280 business leaders. 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