Customer experience has long been a key buzzword, and for good reason: in today’s customer-centric world, CX is essential for driving consumer acquisition, retention, and long-term success across industries. Modern consumers don’t simply buy a product or service; they seek memorable and meaningful experiences. In fact, CX has become a central pillar of effective marketing strategy. In this digital age and experience-driven economy, building lasting customer relationships goes far beyond sending out Voice of Customer (VOC) surveys or implementing loyalty programs. True CX transformation begins with shifting from a product-centric mindset to a customer-centric approach, where every business function aligns to prioritize and enhance the customer journey.

In India, customer experience has rapidly evolved from a competitive differentiator to an essential business requirement in today’s digital-first, experience-led economy. With one of the world’s largest and youngest consumer bases, India presents a unique opportunity—and challenge—for brands to create meaningful, personalized, and value-driven experiences that resonate with the digitally empowered consumer. Indian consumers now expect seamless interactions and highly personalized experiences across every touchpoint, whether in retail, finance, telecom, healthcare, or e-commerce.

The Smart CX Summit & Awards 2025 is a premier gathering designed to spotlight the latest advancements, strategies, and best practices in customer experience across industries. Hosted in Bengaluru, this event will bring together CX leaders, technology innovators, and thought leaders to explore how digital transformation, AI, and data-driven insights are shaping the future of customer engagement.