Why we created this report
Customer Experience (CX) is undergoing a significant transformation and has reached a critical inflection point in 2026. As businesses adapt to rapidly evolving customer expectations and emerging technologies, there is a clear need to understand how CX is being shaped across India. The State of CX 2026 report has been created to capture this shift by engaging directly with CX leaders and technology providers to uncover real-world challenges, priorities, and trends. Built on four key pillars—customer, technology, investment, and ROI—the report offers a comprehensive view of the current CX ecosystem and the forces driving its evolution.
Why this report is useful for the Tech Providers and CX Leaders
This report serves as a strategic guide for both CX leaders and technology providers. For CX leaders, it provides actionable insights into emerging technologies, investment patterns, and how peers are making CX decisions to drive measurable outcomes. For technology providers, it offers a clear understanding of market needs, helping them align their solutions with the expectations and challenges faced by CX decision-makers. By bridging the gap between demand and innovation, The State of CX 2026 enables stakeholders to make informed, future-ready CX strategies.