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
Abbyy names Paula Sanders Chief Customer Experience Officer
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
Featured News
UiPath: AI agents force rethink of junior tech roles
Routine junior tasks could soon be handed to AI agents, forcing firms to redeploy early-career staff towards strategic work, UiPath's CEO says.
Voice AI is bringing the phone call back to business
No story details were provided, leaving readers unable to gauge Twilio's latest move or its impact.
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
Fluent is not factual: Why AI needs verified data in APAC
B2B E-commerce Is Going Digital. Are APAC Businesses Ready?
The next eCommerce interface may not be a screen
How multi-shopper AI is transforming retail store operations
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
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
Granicus adds AI analytics to Government Experience Cloud
Agencies using Government Experience Cloud can now spot where residents abandon online services and prioritise fixes using AI-led benchmarks.
Eagle Eye adds Divide By Zero to APAC partner programme
Retailers in Asia-Pacific will gain more choice over loyalty and personalisation systems as Eagle Eye broadens its partner network with Divide By Zero.
TNS launches bring-your-own-app feature for terminals
Unattended operators can now tailor customer screens without shouldering PCI compliance and payment certification on TNS terminals.
Mambu & Mastercard team up on cross-border payments
Banks could add faster, more transparent overseas transfers to digital apps without costly from-scratch integrations under the tie-up.
Terrabank partners TerraPay & Mozrt on global payments
Customers will gain faster, lower-cost cross-border transfers as Terrabank taps TerraPay's network of bank accounts and digital wallets.
Singapore Airlines refreshes in-flight dining across cabins
Passengers in premium cabins will get new tableware, wines and service touches as the carrier expands its menu overhaul across all classes.
Braze launches AI tools & deepens AWS collaboration
Marketers will gain more automated personalisation and compliance checks as the software maker deepens its ties with AWS.
HCLTech study says wealth managers lag on AI readiness
Despite near-universal AI plans, only 7% of wealth firms are building agentic systems, widening the gap between ambition and execution.
Salesforce expands Live Nation support & Missionforce
Fans will get round-the-clock venue help as the software firm deepens its public sector AI push, with defence revenue up 80% year on year.
Tech Race Summit explores personalisation, AI and cybersecurity
AI and personalisation are reshaping Softswiss's product, engineering and security priorities as the group warns of higher cyber risk and tighter data demands.
Manhattan Associates launches tiered Editions for software
Growing retailers can now adopt Manhattan's supply chain software in stages, avoiding costly reimplementation as needs expand.
Exabeam channel-first push lifts partner-led pipeline
Partner-led sales now account for Exabeam's highest-volume pipeline source, as new-logo business surged 138% above plan in the first half.
Datadog launches tools to monitor & test user journeys
The new tools aim to help teams spot when customers fail to complete checkout, sign-in or onboarding, despite healthy system metrics.
Qualtrics launches Healthcare XM with Press Ganey data
Healthcare systems will be able to use patient and workforce data to predict risks and trigger action as Qualtrics rolls out the product in 2027.
UiPath names 2026 partner awards winners across sectors
UiPath's partner network spans 30 countries and 250 use cases, signalling growing demand for automation projects across industries.
Retailers boost video & AI as visual commerce grows
Retailers are using AI to handle booming video, social commerce and user-generated content as operational strains mount across channels.
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.
