IDC Spotlight: Agentic AI Excellence in Customer Experience Requires a Connected Enterprise and Workforce to Drive Resolution

When a customer has to repeat themselves, they already know your systems aren’t talking to each other. Whether it’s information a service agent should have on hand or a call that follows a failed chatbot, these moments frustrate customers and send them to competitors.

In a new IDC Spotlight commissioned by ServiceNow, Research VP Aly Pinder Jr. makes the case that agentic AI only delivers when it runs across a connected enterprise.

Resolution is the new bar. Here’s what it takes to meet it.

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