New Delhi, June 17 -- Twilio, the customer engagement platform known for enabling real-time, personalised experiences, has released its sixth annual State of Customer Engagement Report. Based on responses from over 7,600 consumers and 600+ business leaders across 18 countries, including India, the report uncovers a growing tension: while AI-powered personalisation is proving effective, Indian customers still demand human-like consistency and transparency in brand interactions.

India is seeing a surge in the use of AI to create personalised engagement. Businesses are leveraging AI to analyse behavioural data, deliver relevant recommendations, and unify communication across multiple channels.

79% of Indian consumers spend more with brands...