As we move into 2026, conversations across India reflect a growing focus on strengthening the entire customer experience (CX), and AI is increasingly becoming an enabler that organisations rely on to do this effectively. Whether they are enterprises or business process outsourcing (BPO) companies, or captive centers, leaders are no longer comparing individual communication tools, but looking beyond for intelligent platforms that can transform every customer insight into action across the organisation. The shift towards experience-led CX is clearly visible in customer expectations. A study commissioned by Zoom on India’s AI Natives indicates that while 68% of young users expect AI to deliver faster, more efficient service, swiftness alone is no longer enough. Over half, 52% of the respondents, find AI responses too generic or unhelpful, and 74% still want the option to escalate to a human agent during customer interactions, indicating the need towards empathy. In 2026, we will see the nation lean into AI-first thinking as companies consolidate platforms, simplify processes, and place experience and trust at the centre of organisational decision-making. The following trends capture how this evolution is likely to progress. Customer Experience Becomes The New Backbone For Enterprises CX is emerging as an organising principle… Read MoreInc42 Media
