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
Truecaller report flags trust gap in India business calls
Unfamiliar numbers are fuelling a trust gap in Indian business calls, despite most consumers still preferring voice for urgent matters.
India leads on tech optimism, Assurant report finds
Trust in AI and connected devices is helping lift device sales, while service gaps are pushing Indian buyers towards protection plans.
NLB Services repositions as an enterprise transformation company
Clients seeking fewer vendors may now get workforce, technology and risk support from one provider as AI deployments scale beyond pilots.
Constl names Nidhi Pandey as Chief Information Officer
The hire supports Constl's fibre expansion in India, where better internal systems are becoming crucial for serving telecom and cloud customers.
Salesforce & Hero FinCorp cut loan processing time
Turnaround times for two-wheeler loans have fallen 72%, easing delays for dealers and first-time buyers across Hero FinCorp's network.
Purplle taps New Relic to cut incident response times
Direct visibility into platform faults is set to cut Purplle's incident resolution times by up to 70%, helping protect sales during peak shopping periods.
Analyst Insights
Research and market analysis connected to Customer Experience
Netcore Unbxd named Gartner Leader for search discovery
Genesys names new partner chiefs to expand AI push
NiCE named launch partner for AWS European Sovereign Cloud
Constructor named Gartner leader in search & discovery
ScienceLogic upgrades Skylar AI & wins IDC Leader nod
Featured News
Dell Technologies makes all the hardware cool again
Renewed AI spending is boosting demand for Dell's secure, certified infrastructure as companies chase faster deployment and lower cloud costs.
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.
Expert Columns
Why Every Chief Data Officer Needs a Modern Data Quality Strategy for AI
FIFA World Cup fever: How to build lasting fan loyalty with event tech
Extending WFM Technology to the Retail Sales Floor
5 Tips to Align Your Data Strategy with AI
Why geocoding technology has become a cross-industry growth driver
Your marketing problem isn't data overload, it's inaction
When Agents act on bad data, the damage is automatic
Data value chain seen as next step for enterprises
Proving personalisation works: Tooling, metrics, and the real role of AI
Why proof of address verification fails across borders (and how to fix it)
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
Netcore launches Audience Agent for faster segmentation
Marketers could cut audience build times by up to 90% as the tool lets teams define segments in natural language and edit them live.
Archies relaunches compact store format for expansion
The smaller format is designed to widen access to Archies products in busy locations as the retailer targets 20 new stores this year.
Raise buys GreenLife Insurance Broking for India push
It gives Raise a foothold in India's fragmented insurance market as the group aims to expand beyond investing and trading products.
Ishan Technologies picks Oracle for billing overhaul
The overhaul should speed new service launches and improve billing accuracy as Ishan Technologies expands its digital infrastructure business.
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.
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.
