Most organisations have seen it: an AI demo that impresses in the boardroom but never makes it into production. The gap between proof of concept and real-world scale is where AI investments stall. Sumeet Mathur, SVP and MD, India Business Technology Centre at ServiceNow, and Aditya Sudhindranath, Chief Strategy Officer at Deloitte, break down why this happens and what to do differently. Their answer is a framework they call two by ten: instead of running ten use cases two feet deep, go two use cases ten feet deep. Fewer pilots, more production. Less breadth, more impact. The organisations getting AI into production are not the ones with the most use cases. They are the ones with the deepest execution, the right data context, and a culture that treats failure as part of the process. This conversation is drawn from The CX Shift India 2026, ServiceNow's annual customer experience research study. This year's report surveyed 5,000 Indian consumers, 425 customer service representatives and 280 business leaders to understand the state of CX in India and the path forward. 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.htmlYou said: can we make the title a little shorter