CX REINVENTED WHAT 10 CIOS WANT YOU TO KNOW

Ashish Desai, Aditya Birla Group; Anjani Kumar, Ather Energy; Abhijit Chakravarty, Kotak Mahindra Bank; Amol Pai, Jio BlackRock AMC; Vikas Dureja, HCL; Harsh Jha, Nuvama; Manish Malik, IOCL; Rejin Surendran, Wipro Enterprises; Kunal Dhingra, RBL Bank and Om Prakash Seth, IDBI Bank share insights on how Al, speed, control, and personalization are driving the next-gen CX transformation

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INDIA’S DIGITAL economy is entering a decisive new phase—one where experience itself has become the enterprise strategy.

What began as a wave of digitization has now matured into a far more complex mandate: delivering journeys that are intelligent, secure, seamless, hyper-personal, and context-aware across every touchpoint. From banking to manufacturing, energy, telecom, and IT services, CIOs agree on one truth: customer experience is no longer a front-end concern; it is a full-stack responsibility. The stakes have never been higher. Users expect instant responsiveness, contextual decisions, invisible security, and frictionless movement across mobile, web, API ecosystems, partner platforms, and regulated environments.

Abhijit Chakravarty of Kotak Mahindra Bank frames observability as a strategic discipline, not a post-incident tool. In high-frequency environments, it is the first principle of digital trust—connecting APIs, application logic, cyber signals, and business workflows into a single nervous system.

Rejin Surendran of Wipro Enterprises echoes this from a multi-business perspective. With diverse verticals under one umbrella, he needs confidence that systems are not only running, but running with purpose.

Experience Without Over-Engineering