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
Exclusive: DCB Bank balances AI speed with banking risk
Human oversight will stay in place for DCB Bank's highest-risk AI decisions as the lender pushes automation to speed up SME services.
Airtel, Google Cloud stream IPL 2026 with low latency
Fans saw fewer buffering delays as Airtel and Google Cloud kept 99.9% of IPL 2026 traffic within India and p99 latency under 300 milliseconds.
Blue Machines AI launches Aurora for Indian BFSI calls
Banks and insurers in India may cut transcription errors on EMI amounts and policy numbers as a multilingual model targets noisy calls.
Netcore & GlobalPay unite customer engagement systems
Customers now get faster follow-up on currency and remittance enquiries as GlobalPay links 12 channels with sales tools on one platform.
Synup launches Sydekick AI agent for local marketing
Businesses running multiple locations could cut repetitive local marketing work as Synup shifts to usage-based pricing with Sydekick.
Blue Machines AI launches Project Icebreaker for BFSI
Five Indian financial firms will get free support to shift AI pilots into live customer-service systems under a new Blue Machines AI programme.
Analyst Insights
Research and market analysis connected to Customer Experience
TP wins Frost & Sullivan Asia-Pacific customer service award
Genesys unveils AI tools to orchestrate customer journeys
Claroty named leader & customer favourite by Forrester
Certinia study finds integration key to AI success
Progress survey finds firms lose USD $60,000 yearly
Featured News
Exclusive: DCB Bank balances AI speed with banking risk
Human oversight will stay in place for DCB Bank's highest-risk AI decisions as the lender pushes automation to speed up SME services.
Customers at the centre of Adobe's new AI evangelist role
Adobe is using the post to help customers navigate AI adoption while feeding regional priorities back into its global product strategy.
Expert Columns
Are you still panning? There is a better way to extract mainframe gold
Why trusted 'Customer Context' is critical in the agentic AI era
The Next E-commerce Interface May Not Be a Screen
Why Email and Phone Append Matter for Prescreen Campaigns
When IT fails in manufacturing, the whole supply chain pays
6 Industries that need address verification
The importance of data enrichment in financial services
The AI metric that matters isn't token cost
Fragmented payment systems are costing your business
Intelligent flexible Payments: A new approach to reducing preventable debt
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
Al-Futtaim picks Juspay for 50-brand payments rollout
Customers across 50 brands in 12 markets will get a single checkout layer, as Al-Futtaim seeks fewer failed payments and easier reporting.
Manhattan launches tiered Editions for growing firms
Growing firms will be able to add supply chain functions without reimplementation, as Manhattan's tiered software model targets easier scaling.
VNPT picks RADCOM for roaming assurance in Vietnam
The switch should give the state-owned carrier faster roaming fault detection and better visibility for its 30 million subscribers.
Ayla launches Dealer Hub for connected device networks
Manufacturers can now monitor dealer-installed devices across sites, aiming to cut service delays and spot faults before customers complain.
AsiaPay launches tokenisation service for Asia-Pacific
Merchants across 12 Asian markets can now use a single interface to cut checkout friction and fraud exposure on card payments.
CMOs & CIOs split over AI decision-making at firms
Shared AI projects are stalling as marketers and technologists dispute control, with most CIOs claiming the final say on CMS and DXP choices.
Visa finds Asia Pacific digital remittances rise unevenly
Uneven uptake leaves Japan lagging, as fraud fears and AI scam worries reshape how families send and receive money across Asia Pacific.
AI loyalty shift threatens retailers' direct customer ties
Retailers could be reduced to fulfilment providers unless they use loyalty data to stay visible as shoppers turn to AI assistants.
Forrester urges firms to prioritise practical AI governance
Enterprises face mounting risks from AI outages and hidden governance costs as Forrester says day-to-day operational needs now outrank frontier fears.
Australian consumers ditch AI chats over memory gaps
Nearly seven in 10 Australians walk away from AI service chats when bots fail to recall earlier exchanges, a Twilio survey finds.
RS2 warns businesses confuse connectivity with orchestration
The gap is leaving many firms reliant on manual routing and weak token control, with transaction performance and resilience suffering.
Asia Pacific remitters prefer fraud checks over speed
Consumers across Asia Pacific are willing to wait longer for transfers if it reduces scam losses, Visa's survey of 45,000 people found.
Merlin rolls out NiCE CXone across 140 attractions
Guest service at Merlin's attractions has improved sharply, with issue resolution rising to 95% after an AI platform was rolled out.
Merlin rolls out NiCE AI across visitor attractions
Visitors should see faster help and fewer repeat calls as Merlin links bookings, support and follow-up across 140 attractions worldwide.
Candescent expands Google Cloud AI tie-up for banks
The expanded deal should help more than 1,300 banks and credit unions move AI from pilot projects into day-to-day banking systems.
FIS posts record core banking wins at smaller banks
Smaller lenders are accelerating technology overhauls to curb fraud and improve digital services, driving FIS to a record first-half tally of core wins.
Catapult uses AI agents to speed up support worldwide
Support response times have fallen as the sports technology company lets AI triage routine queries for teams across 139 countries.
Lumin Digital launches open banking integration with MX
Banks using the platform can now connect customers to approved financial apps without screen scraping, improving consent controls and data access oversight.
Zendesk adds real-time voice translation for contact centres
It could ease staffing bottlenecks and cut waits for multilingual customers, as live translation is built into one support workflow.
Tech Mahindra unveils telco architecture for AI rollouts
AI pilots in telecoms often stall before production, as fragmented data and legacy systems hinder operators' attempts to automate core operations.
