Introduction
In today’s hyper-connected world, customer experience (CX) is no longer just a differentiator—it’s the heartbeat of business success. Customers no longer settle for products and services alone; they demand seamless, personalized, and emotionally engaging journeys that resonate at every touchpoint.
India, with its dynamic digital-first economy and one of the world’s largest, youngest consumer bases, stands at the forefront of this CX revolution. From retail and BFSI to telecom, healthcare, and e-commerce, Indian consumers expect nothing less than effortless interactions, real-time personalization, and consistent value delivery.
The Smart CX Summit & Awards 2026 is where this transformation takes center stage. This premier gathering of CX visionaries, business leaders, and technology pioneers will showcase the latest strategies, innovations, and success stories driving exceptional customer experiences across industries. With AI, digital transformation, and data-driven insights shaping the future, this summit promises to uncover how organizations can move from transactions to trust, and from loyalty to advocacy
The 10th Edition Smart CX Summit & Awards 2026 is designed for senior decision-makers and CX champions who are shaping the future of customer engagement, innovation, and digital transformation
Attendee Profiles included :
Technology & Transformation Pioneers:
Heads of Digital Transformation, Product Development, Innovation, and Technology.
Data & Design Specialists:
Professionals in Customer Analytics, Consumer Insights, CX Strategy, and UX/UI Design.
Contact Centre Innovators:
Leaders reimagining customer support a omni-channel experience delivery.
CXOs & Business Leaders:
MDs, Founders, CIOs, CDOs, CTOs, Directors, Vice Presidents, and AVPs.
CX & Engagement Leaders:
Heads of Customer Experience, Customer Journey, Customer Relations, and Customer Operations.
Loyalty & Retention Experts:
Leaders in Customer Delight, Retention & Loyalty, and Customer Engagement.
Build Meaningful Connections
Engage with CX leaders, innovators, and technology providers who are redefining the customer experience landscape.
Stay Ahead of the Curve
Gain exclusive insights into the latest business and consumer trends, and refine your CX strategies with guidance from leading experts.
Embrace Next-Gen Technologies
Explore how AI, automation, and digital innovation are transforming customer engagement, loyalty,and retention.
Solve Real Business Challenges
Get actionable takeaways, practical frameworks, and answers to your most pressing CX questions.
Unlock the Power of CustomerCentricity
Learn why placing the customer at the heart of your business is the ultimate dierentiator in today’s disruptive markets.
Learn from CX Trailblazers
Hear powerful stories, proven strategies, and future-focused perspectives from thought leaders and practitioners driving CX excellence.
The CX Landscape in India: A Snapshot
Understanding evolving consumer expectations and market dynamics in one of the world’s fastest-growing economies.
Tapping into the Power of Conversational AI
Exploring how AI-driven conversations are reshaping customer engagement and service delivery.
Business AI in Action
Real-world use cases of AI driving measurable outcomes in customer experience, retention, and loyalty.
From Innovation to Impact
Leveraging new-age technologies to design meaningful, seamless, and future-ready customer journeys.
The Evolution of Loyalty Programs
Reimagining loyalty in India to create deeper connections and long-term value for customers.
CX 2030: Navigating the Next Frontier
Preparing for the future of CX with strategies, technologies, and innovations that will define the next decade.
Strategic Keynotes and Guest Speakers at the forefront of harnessing the full power of CX to drive business growth.
Role-based sessions aligned to the priorities of CX, B2C Marketing and Digital Leaders.
Innovative session formats to meet your learning style, including analyst presentations, panel discussions, and more.
Marketplace opportunities to help you find the right solution provider for your Customer Experience needs.
Networking opportunities to help you expand your community, meet with Forrester analysts, and connect with peers facing similar challenges.
Gain preferential access to the senior executives in your target market and demonstrate your newest products to generate Sales Lead
Direct access to key industry stakeholders, decision-makers, and influencers in the CX field.
Customizable Sponsorship Packages
Continuous recognition in post-event reports, newsletters, and recaps, maintaining your visibility long after the event.
Access to attendee data to help refine marketing strategies and enhance future business decisions
Sponsorship provides premium exposure through event signage, digital promotions, and branded materials.
Position your company as a thought leader by participating in speaking sessions, panel discussions, or workshops.
One on One Meetings with the CXO
Anuradha Chakraborty
Director Customer experience - Analytics, Forecasting, Planning & Commercials Flipkart
Rohan Chhazed
VP Product Last Mile Logistics, Food & Quick Commerce Gen AI driven Post Order User experience Swiggy
Awards
INDIVIDUAL AWARDS
CX Champion for Employee Experience
Most Impactful Customer Engagement Leader
CX Sustainability Leader
CX Leadership in Voice of Customer (VoC) Initiatives
CX Excellence in Innovation and Technology
CX Storyteller of the Year
Customer Loyalty and Retention Champion
CX Visionary Award
CX Innovator of the Year
Customer Experience Professional of the Year
CX Transformation Champion
Customer-Centric Leadership Award
CX Strategic Leader of The Year
CX Personality of The Year
CX Leader of the Year
CX Excellence in Innovation and Technology
CX Digital Transformation Leader
Rising CX Star of the Year
CX Leadership for Business Growth
CX Leadership in Customer Service Excellence
CORPORATE AWARDS
Best Use of Customer Feedback Technology
Best Customer Experience Innovation through AR/VR Technology
CX Technology for Seamless Payments and Transactions
Most Effective Use of Customer Journey Mapping Technology
Best CX Solution
Most Innovative Product
Best Contact Center Platform
Best CRM Platform
CX Excellence in CustomerCentric Innovation
Best Conversational Analytics Platform
Best Workforce Optimization Platform
Best Loyalty Management Platform
Best Customer Service BPO
Best Customer Service Ecommerce
Best Customer Service Retail
Best Customer Service Healthcare
Best Customer Service FMCG
Best Customer Service Hospitality
Best Customer Servic Banking
Best Customer Service Insurance
Best Customer Service Fintech
Best Customer Service NBFC
Best Use of Data and Analytics in CX
Best Customer Experience Team of the Year
Best Use of AI
Most Effective Loyalty and Retention Program
Best CX Integration Across All Business Functions
Excellence in Customer Experience Innovation and Technology
Most Impactful Customer Experience Campaign
Best Customer Experience in the Service Industry
CX Excellence in B2B
Best Use of Automation in Cx
Best Customer Data Platform (CDP) Implementation
Best CX Cloud-Based Solution
Excellence in Mobile Experience Technology
CX Technology for Proactive Customer Engagement
Our Partners
Presenting Partner
VIH Metaverse is a forward-thinking technology organization solving the challenge of fragmented business communication through ViH Messenger — a powerful, all-in-one communication hub built for the modern enterprise.
ViH Messenger brings together AI-driven capabilities including an AI Voice Bot for 24/7 customer assistance, Agentic AI that autonomously manages multi-step customer journeys across chat, voice, and app interfaces, and Analytics AI that extracts deep insights from every interaction — from sentiment analysis to operational intelligence.
Complementing this is Vayu, our meeting intelligence platform, rounding out a robust AI ecosystem designed to transform how businesses communicate, engage, and operate.
As the presenting partner of the CX Leadership Event, VIH Metaverse is here to reimagine the future of customer experience — intelligently.
Enterprise Voice AI Partner
Blue Machines AI is an advanced enterprise-grade Voice AI orchestration platform built from India, for the world.
It’s focused on solving one core problem: making Voice AI production-ready for real-world, high-stakes enterprise use, not just controlled demos or pilots.
Blue Machines AI deploys reliable, compliant, ultra-low-latency, multilingual voice AI agents at scale. Our platform orchestrates speech-to-text, text-to-speech, and a coordinated council of large language models to deliver consistent, enterprise-grade performance.
Through it’s platform-plus-people model, supported by Forward Deployment Engineers, we enable enterprises to go live in days, not months, with guaranteed reliability and performance at scale.
Recently Blue machines set a global benchmark when it did an unscripted 60 minute debate with Arnab Goswami on National TV Primetime.
Communication Partner
𝗛𝗲𝗹𝗼.𝗮𝗶 is a pioneer in AI-powered business Communication Platform as a Service (CPaaS) that enables brands to move beyond legacy messaging tools and adopt an AI-first approach to customer engagement and redefine how enterprises connect with customers through intelligent, scalable, and performance- driven conversations. Built by VivaConnect.
Lanyard Partner
CX first – FiveS Digital is a 16+ year BPM and technology partner delivering AI-backed customer experience and data operations for global brands across India, Europe, the USA, and the Middle East. With 3,500+ professionals across 9+ locations and multilingual capabilities spanning 13+ languages, we combine human intelligence with advanced technology to drive scalable, high-performance operations. Complementing this, CxFirst.ai is our unified CX platform built to transform customer engagement at scale, featuring Agent-Assist capabilities, Conversational AI, intelligent automation, and advanced analytics in a single ecosystem. Designed to simplify complex CX environments, it empowers businesses to move from reactive support to proactive, insight-led interactions while driving measurable outcomes. Together, FiveS Digital and CxFirst.ai deliver a powerful blend of operational excellence and AI innovation, enabling enterprises across retail, e-commerce, BFSI, healthcare, telecom, travel & hospitality, consumer goods, and digital-first platforms to modernize CX, optimize costs, and unlock real business impact.
Business Partner
SurveySensum is an AI-powered enterprise feedback platform designed to help organizations move from insight to action—faster.
Founded in 2018, SurveySensum supports 500+ businesses across 20+ countries, enabling CX teams to capture, unify, and act on customer feedback at scale. It brings together structured and unstructured feedback into a single platform, providing a clear, real-time view of what customers are saying, feeling, and expecting.
With capabilities such as AI Survey Builder, Conversation Analytics, real-time KPI tracking, dashboards, and automated workflows, SurveySensum helps teams uncover what’s driving CX metrics and prioritize actions based on business impact. SensAI, the built-in AI Co-Pilot, allows users to ask questions and get instant, actionable insights.
By reducing manual effort and accelerating decision-making, SurveySensum helps organizations respond faster, improve customer satisfaction, and deliver measurable CX outcomes across global markets.
Exhibit Partner
Is your team losing leads due to scattered communication and slow responses? In 2026, great customer experience depends on availability, speed, and intelligence. VeriRight’s Py360 CRM unifies WhatsApp, email, LinkedIn, and calls into one platform, eliminating context switching and missed opportunities. With real-time analytics, automated workflows, and AI-driven insights, your team responds faster, works smarter, and closes more deals. No more manual follow-ups or blind decision-making—just seamless, personalized engagement at scale. As most customer journeys now happen off your website, VeriRight keeps you connected everywhere. Visit our booth for a free “Friction Audit” and discover how to optimize your lead flow.
Media Partner
NewsPatrolling.com is a dynamic and diversified news platform that brings readers the latest and most relevant updates from across India and around the world. Covering a wide range of categories including politics, business, lifestyle, health, technology, sports, and entertainment, the portal caters to a broad audience with varied interests. In addition to timely news coverage, the platform also features thought-provoking opinion pieces, expert insights, and in-depth articles that provide a deeper understanding of current affairs.
What sets NewsPatrolling.com apart is its commitment to providing a voice to emerging talent and ideas. The platform welcomes guest posts, startup stories, and press releases, offering opportunities for individuals, entrepreneurs, and organizations to reach a wider audience. With a user-friendly interface and a focus on quality content, NewsPatrolling.com has become a trusted source for information and a space for meaningful engagement in India’s ever-evolving digital media landscape.
Media Partner
Asia Business Outlook is a business magazine providing a comprehensive outlook on Asia’s industrial landscape. With a constant focus on the region’s thriving business environment, the magazine caters to C-level executives across diverse sectors who seek valuable insights to navigate the dynamic Asian market. Asia Business Outlook stands out from other business magazines through its in-depth coverage of the challenges and opportunities faced by businesses in Asia.
Asia Business Outlook enables business executives to make informed decisions and stay ahead of the competition. Its readers get first hand insights on emerging market trends, disruptive technologies, regulatory developments, and investment opportunities across Asia. The magazine also presents success stories of leading businesses in the region, showcasing their journeys. It also features exclusive interviews with business leaders, offering a panoramic view of the strategies employed by them in their respective sectors.
Today, Asia Business Outlook has become the go-to business magazine for C-level executives from varied sectors across Asia. It has achieved this feat by offering a plethora of expert analysis, enabling readers to make informed decisions, capitalize on opportunities, and thrive in the ever-evolving Asian market.
Media Partner
Global Leaders Insights magazine is your go-to, unbiased platform dedicated to commemorating and empowering leaders, entrepreneurs, and achievers who are breaking barriers and forging their own paths in setting leadership benchmarks.
Our mission is to amplify the voices of leaders, be it from the realm of business, social, technology or education fronts, by sharing inspiring stories of success, perseverance, and innovation. We truly believe in the power of storytelling to make a meaningful impact by highlighting achievements of those who are not only excelling in their fields but also reshaping the overall leadership vigor.