The India Digital CX Report
Powering conversations with the right platform and channel mix.
From solo to orchestrated journeys
The way brands engage customers in India is changing fast. Fragmented channel stacks are giving way to integrated platforms, and the businesses pulling ahead are those investing in the data and AI foundations required to deliver connected experiences.
Disconnected systems make it difficult for businesses to unify customer data, orchestrate journeys in real-time, and maintain compliance at scale. What we are seeing now is a strategic shift away from fragmentation. Enterprises are increasingly adopting integrated CX platforms that combine customer data, AI, automation, and journey orchestration into a single ecosystem, enabling more connected, intelligent, and scalable customer experiences.
This report explores what that shift looks like across India’s key industries, and what it takes to get there.
Key takeaways
- Indian enterprises are moving from standalone messaging tools to integrated CX platforms
- Conversational CDPs are gaining traction in India and enabling more intelligent, personalized conversations
- Growing MarTech stack maturity signals enterprise readiness for AI-driven CX orchestration platforms
- Data protection and compliance are becoming business-critical in India, and how built-in governance simplifies compliance management
- Infobip AgentOS unifies customer data, journey orchestration, and AI to power connected customer experiences
What’s inside the report:
This report explores the market trends, platform decisions, and real-world use cases shaping India’s CX transformation. Inside, you’ll discover:
Indian market snapshot
See where India stands when it comes to platform adoption and where brands are spending their MarTech budget.
CX pillars driving purchases
Know the six CX pillars influencing purchase decisions and brand loyalty in India.
Role of Agentic AI in CX
Discover how Agentic is enabling brands to shift from reactive CX to proactive, self-driving customer journeys.
Platform needs across industries
Learn which platforms are ideal for industries such as retail, eCommerce, telecom, automotive, and others.
Download the report to learn how the right orchestration platform can help you deliver connected, AI-driven customer experiences that drive loyalty and growth.