Infobip India Digital CX Report 2026: AI, Data, and Orchestration Are Rewriting CX in India 

With India’s Customer Data Platform market set to reach $2.4 billion by 2034, the new report reveals why winning brands are adopting Agentic AI and unified platforms to prevent customer drop-offs 

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New Delhi, India – 01 July 2026 – Global AI-first cloud communications platform Infobip today released its India Digital CX Report 2026, revealing a significant shift in how Indian brands approach customer experience (CX). While SMS, WhatsApp, email, and voice remain critical channels, the report highlights that winning brands are moving beyond managing them in silos and instead orchestrating end-to-end customer journeys powered by unified data, AI, and automation.  

According to the report, six CX pillars are driving customer decisions: Expectation, Personalization, Time & Effort, Resolution, Integrity, and Empathy. Amongst these, “Expectation” emerges as the single largest driver of churn. It represents 24% of how Indian customers judge brands. In Telecom, 44% of customers switch providers when expectations are not met. In apparel, 46% of shoppers substitute brands after poor support. These losses stem directly from fragmented systems, lost context between channels, and repetitive information requests. 

To close these gaps, enterprises are accelerating investments in data, MarTech, and AI. India’s Customer Data Platform (CDP) market, valued at $311 million in 2025, is projected to grow at a 24.7% CAGR to reach $2.4 billion by 2034. Meanwhile, 95% of Indian brands plan to increase MarTech spending, with 65% allocating more than 16% of their total budgets to it. AI adoption is also scaling, with 55% of telecom companies deploying AI beyond pilot stages and embedding it directly into customer journeys.  


Indian customers are not walking away because brands lack digital presence. They leave when every interaction feels like a fresh start — when the brand forgets who they are, what they asked for, or how urgent the issue is. That is the deeper challenge our Digital CX report points to: CX is now measured by continuity, not reach. Addressing this requires more than adding another tool. It requires AI agents, conversational data, and journey orchestration to work together, so enterprises can read intent earlier, respond with context, and scale CX with stronger governance. Infobip AgentOS brings these capabilities into one operating layer.”

Paritosh Gandhi

Country Head, India, Infobip

​​​As AI becomes central to CX, the report stresses that privacy and compliance, particularly under the Digital Personal Data Protection (DPDP) Act, must be built directly into customer journeys. Currently, only 9% of organizations report having a comprehensive understanding of the regulation, leaving ample room for improvement.  

To explore the complete industry-specific insights, use cases, and strategic recommendations, download the India Digital CX report here: The India Digital CX Report

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey, with AI as the driving force of innovation. Through a single, natively built platform, Infobip delivers omnichannel engagement, identity, user authentication and contact centre solutions that help businesses and partners overcome the complexity of consumer communications while driving growth and increasing customer loyalty. Infobip is focused on enabling and accelerating AI adoption as it continues its transformation into an AI-first company. Infobip’s technology has the capacity to reach over seven billion mobile devices in 6 continents connected to 10k+ connections of which 800+ are direct operator connections. The company was established in 2006 and is led by its co-founders, CEO Silvio Kutić and CTO Izabel Jelenić.

Recent recognitions include:

  • Infobip ranked #16 in Fortune’s Europe’s Most Innovative Companies 2026 (June 2026), up from its inaugural #68 ranking in 2025. 
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the fourth consecutive year. Positioned furthest for Completeness of Vision for the second time (May 2026) 
  • Infobip named the number one Established Leader in the Juniper Research RCS for Business 2026 Leaderboard (Feb 2026)  
  • Infobip recognized as a growth and innovation leader in Frost Radar™: Communications Platform as a Service (CPaaS) by Frost & Sullivan (Oct 2025) 
  • Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025) 
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025) 
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025) 
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025) 
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)  
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)