Most organisations invest in AI technology before they invest in the journey. That is where transformation stalls. Sumeet Mathur, SVP and MD, India Business Technology Centre at ServiceNow, and Aditya Sudhindranath, Chief Strategy Officer at Deloitte, walk through a practical framework for getting AI-powered customer experience right. Using a simple but universal example, where is my refund, they unpack the mindset shifts, sequencing decisions, and organisational changes that determine whether AI reaches customers or stays in the boardroom. The shift is not from channel to channel. It is from channel orchestration to journey orchestration. And the organisations that get that right are the ones building a hybrid workforce where humans and AI work together from day one. 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.html Watch the next episode: https://youtu.be/hI9F9Ymmaqs?si=qJ8xzn5MaMnEkYtd