Customer experience was always built on good intentions. The problem was never the intent. It was the translation. Brett Lovett, ServiceNow Practice Leader for APJ at Cognizant, makes the case that CX has always had the right purpose behind it. What it has lacked is the underlying science to move that intent efficiently across front, middle and back office. The result? Well-designed customer journeys held together by spreadsheets, shared folders and manual handoffs. Not because people did not care, but because the connective tissue between teams was never properly built. AI changes that equation. It gives businesses the tools to turn CX from a discipline driven by instinct into one driven by measurable outcomes. Real benefits. Real data. Real accountability. The shift Brett describes is not about replacing human judgment. It is about giving that judgment a foundation that can actually be measured. The CX Shift research gives this transition its framework, reconnecting front, middle and back office in a way that sticky-tape workarounds never could. What you will learn: Why CX has historically been treated as art rather than science How the front, middle and back office disconnect quietly breaks customer journeys What AI makes possible in outcome-based CX strategy Why intent was never the problem, and what actually was Explore the research behind this conversation: The CX Shift https://www.servicenow.com/standard/resource-now/infographic/info-cx-shift-au.html

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