India, Jan. 25 -- 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 servi...