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
Vehere appoints Somnath Banerjee to senior support role
Vehere names Somnath Banerjee Director of Customer Support and Professional Services as it seeks to boost delivery for enterprise security clients.
Milestone adds reporting & cloud storage in update
Milestone updates XProtect and Arcules with automated reporting, broader device support and long-term cloud video storage for hybrid security deployments.
Pine Labs acquires Shopflo to boost online checkout
Pine Labs buys Shopflo to lift online conversion as the fintech widens its reach from in-store payments into a full-stack commerce platform.
Zopper appoints Rahul Singh as Chief Financial Officer
Zopper names Rahul Singh as Chief Financial Officer to steer financial planning, investor relations and governance as the insurtech scales in India.
SquadStack AI Adds Visual Intelligence to Sales Calls
SquadStack.ai's new voice tool uses product images and listing data to shape calls before they begin, with IndiaMART as the first live customer.
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.
Analyst Insights
Research and market analysis connected to Customer Experience
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
Amplitude launches AI assistant for in-product support
Extreme says Platform ONE cuts network costs by 32%
Featured News
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Denodo's Dominic Sartorio warns businesses accelerating artificial intelligence deployments that cloud migrations alone do not make data ready for real-time AI.
Exclusive: Google sees success with niche AI playbooks
Google is tailoring AI playbooks for 19 industries as enterprises shift from pilots to production, with faster rollouts and ROI now the focus.
Google sees retail success with agentic commerce push
Google's Gemini enterprise suite is live in retail at Bunnings, uniting search, service and sales with AI agents and UCP support.
Exclusive: How Adobe showcases its innovation engine
Adobe's Sneaks programme puts early-stage ideas on stage, with Principal Evangelist Eric Matisoff saying the live format can help concepts evolve into products.
Exclusive: Celonis global banking head says AI rollout hinges on process intelligence
Banks are slowing AI rollouts as they prioritise process visibility, with Celonis arguing execution depends on understanding how work flows today.
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
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
Brands are losing the Buy Box and up to 80% of marketplace sales with it
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
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.
STAGE boosts customer support with SquadStack.ai's multilingual AI
STAGE has enhanced its customer support with SquadStack.ai's multilingual AI, cutting costs by 70% and boosting satisfaction to 86% in six weeks.