The Ultimate Guide to Customer Experience
A curated Indian edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Customer Experience (CX).
What to know about Customer Experience
Customer Experience (CX) encompasses every interaction a customer has with a brand, shaping perceptions, loyalty, and business success. This tag explores the latest trends, technologies, and strategies companies are adopting to enhance the customer journey in a rapidly evolving digital landscape.
Readers will find insights into how businesses worldwide are leveraging AI, automation, real-time data, and omnichannel engagement to meet rising customer expectations. Stories highlight practical applications—from retail and financial services to telecommunications and public sectors—showcasing how CX innovations drive efficiency, personalization, and trust.
Dive into expert analyses, case studies, and reports that reveal common challenges like integrating legacy systems, managing data privacy, and overcoming regulatory hurdles. Learn why blending technology with human empathy is crucial and how emerging tools like chatbots and AI agents are reshaping service paradigms.
Whether you're a business leader looking to boost loyalty and revenue or a professional passionate about the evolving consumer landscape, this collection offers valuable perspectives on delivering meaningful, seamless, and engaging customer experiences today and in the future.
Indian Customer Experience News
Regional stories with direct local relevance
Axis Bank launches AI tools for business account compliance
Business customers should see faster, paperless compliance checks as the lender rolls out AI to cut rework, delays and branch visits.
Vehere appoints Somnath Banerjee to senior support role
The hire underscores how support quality can sway renewals and growth as cyber buyers demand help with deployment and integration.
Milestone adds reporting & cloud storage in update
Organisations running large security estates will get less manual admin work as Milestone adds automated reporting, broader device support and cloud retention.
Pine Labs acquires Shopflo to boost online checkout
The deal expands Pine Labs' online offer as checkout friction continues to hurt merchant conversion rates across India's eCommerce market.
Zopper appoints Rahul Singh as Chief Financial Officer
The insurtech group's expansion is set to be backed by a finance veteran, as Rahul Singh takes charge of planning, investor relations and governance.
SquadStack AI Adds Visual Intelligence to Sales Calls
Redundant questions could fall as voice AI starts using product images and listing data to tailor sales calls before they begin.
Analyst Insights
Research and market analysis connected to Customer Experience
Sapiens named in Everest Group's top 50 insurance lists
Cognizant launches Secure AI Services for enterprises
Digitate named a Leader in IDC's AIOps 2026 review
Temenos named Forrester leader in digital banking tech
Amplitude launches AI Assistant for in-product support
Featured News
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Trust in enterprise AI is being undermined as Denodo research finds most firms still lack live, context-aware data for production use.
Exclusive: Google sees success with niche AI playbooks
Enterprises are under pressure to prove AI returns as Google pushes reusable, sector-specific playbooks into production across 19 industries.
Google sees retail success with agentic commerce push
Retailers are using Google’s new AI suite to speed up shopping and support, with Bunnings already live and UCP adoption starting to grow.
Exclusive: How Adobe showcases its innovation engine
Ideas from across Adobe are vetted live at Summit, and some have gone on to become products after further testing and hardening.
Exclusive: Celonis global banking head says AI rollout hinges on process intelligence
Banks risk wasting AI spending unless they first map how work really flows, as Celonis says process intelligence is becoming phase zero.
Confluent says data streaming will enable faster, better decisions
Confluent says organisations must shift to governed data streaming, with AI agents making millisecond decisions at scale.
Elastic says AI search & context now decide customer loyalty
Elastic argues that in an AI-obsessed market, robust search across messy data is the real foundation of trustworthy, profitable experiences.
Grafana: Turning data chaos into developer efficiency and CFO savings
Grafana leans on AI-powered observability and Adaptive Telemetry to sharpen developer insight while slashing cloud bills by up to 50%.
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Smart Communications pursues trusted AI for customers
Smart Communications helps organisations in regulated industries face down communication challenges every day.
Expert Columns
AI shopping boom puts checkout under pressure
The 70% problem: Why checkout is still where eCommerce goes to die
How accurate address data powers identity verification
Why frontline mobility is becoming an operational intelligence layer
Turning security into a story: How managed service providers use reporting to drive retention and revenue
When identity becomes the payment rail
Telcos reshape music streaming for local audiences
Agentic commerce and the evolution of retail purchase behaviour
5 eCommerce trends set to define 2026
Pivoting marketing strategy in the face of a recession
Interviews
Interviews and video coverage from the network
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Exclusive: Google sees success with niche AI playbooks
Google sees retail success with agentic commerce push
Exclusive: How Adobe showcases its innovation engine
Exclusive: Celonis global banking head says AI rollout hinges on process intelligence
Recent Customer Experience News
Schneider Electric promotes Sumati Sahgal for data centres
Schneider Electric has elevated Sumati Sahgal to lead secure power and data centres in Greater India amid surging digital infrastructure demand.
Samsung halves flagship upfront cost in India plan
Samsung launches Galaxy Forever in India, halving year-one upfront cost on Galaxy S26 flagships with 50% assured buyback after 12 months.
TCS & Amadeus partner on AI-led airline retail tech
TCS and Amadeus form global AI-led travel tech alliance, debuting Nevio Service Centre UI to modernise airline retail and servicing.
Accel, Google back five startups in 2026 Atoms AI Cohort
Accel and Google's AI Futures Fund have picked five startups for the 2026 Atoms AI Cohort, each offered up to USD $2 million and compute.
DRA launches Chennai's first AI home sales assistant
DRA launches Chennai's first multi-lingual AI home sales assistant, giving buyers instant project details and scheduling site visits.
Poor product data costs Indian eCommerce ₹5,000 crore
Poor product data is costing Indian eCommerce about INR ₹5,000 crore a year in lost margins and returns, a new sector-wide study warns.
ConvoZen unveils India-first multilingual AI voice stack
ConvoZen launches a unified multilingual AI voice stack for India, debuting Akshara and Ragini speech models tuned to real call-centre audio.
Akai India launches direct online store for home tech
Akai India launches Akaiindia.in, a direct online store for smart TVs, appliances and audio, with up to 30% off and no-cost EMI offers.
AI-powered telecoms comparison marketplace launched in India
Telecoms Supermarket India unveils AI-driven marketplace to simplify how businesses and households compare and buy telecoms services.
Ramco unveils Chia, an AI agent for service workflows
Ramco launches Chia, a no-code conversational AI agent to orchestrate complex, multi-step service workflows across enterprise systems.
AliveNow crafts interactive 'Born To Trade' hub
AliveNow builds interactive 'Born To Trade' hub for FYERS, blending personalised videos and a daily quiz to drive repeat trader engagement.
Toast opens new Bengaluru tech hub to drive growth
Toast has opened a 64,000-square-foot Bengaluru tech hub at RMZ Ecoworld to scale product development, hiring and global innovation.
Indian banks pivot loyalty points to travel experiences
Indian banks are overhauling loyalty schemes, swapping cashback for travel, lounges and lifestyle perks to lure Gen Z and affluent cardholders.
Fateh Rural alliance targets India's rural loyalty gap
Fateh Rural forms alliance to tap India's rural loyalty gap, targeting distributor schemes in a USD $3.58 billion market by 2025.
Indian firms struggle to turn AI pilots into real ROI gains
Indian firms ramp up AI pilots for customer engagement and marketing, but most still struggle to prove real returns and scale deployments.
Cloud.in names Vishal Dhanfule West India sales head
Cloud.in appoints veteran Vishal Dhanfule as West India sales head to drive growth and deepen cloud adoption across key regional markets.
SquadStack.ai unveils in-app voice AI to cut drop-offs
SquadStack.ai launches in-app voice AI assistant to guide users in real time, aiming to curb high-intent drop-offs across key digital journeys.
CARS24 adopts Pennant cloud platform for digital loans
CARS24 shifts its lending to Pennant's cloud, unifying loan servicing on a single digital platform to boost automation and scalability.
Mihup champions human-centred voice AI for broader inclusion
Mihup champions human-centred voice AI that supports multiple Indian languages and accents, aiming to boost accessibility beyond urban areas.
Azmarq Technovation launches Baynix.ai in Dubai to boost AI messaging
Azmarq Technovation has launched Baynix.ai in Dubai, offering AI-driven omnichannel messaging to enhance business communication across the Middle East and beyond.