EngageX 2026 · Taj Lands End, Mumbai · 21 May 2026

AI, Trust, & the Rise ofExponential CX

400+ CX leaders, 20+ speakers. India's first agentic AI call, made live on stage.

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Agentic AI Call

The Defining Moment

India's first agentic AI call. Live on stage.

One instruction. Zero prompts.

'These are my customers. Stay on top of my accounts.' That's all Shivakumar Ganesan said on stage at EngageX 2026.

The AI read the CRM, caught a maturing FD, made the call, handled the questions, and booked the follow-up. By itself.

India's first phone call no human asked for.

Chatbots answer. IVRs route. The calls that move business needed a person, until now.

The human moves up the stack, supervising hundreds of conversations and owning what matters most.

Agents handle the volume. Humans handle the meaning.

A glimpse of what's next.

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From the Community

Perspectives that are carried into the feed.

Rajesh Dogra

Chief CXO, Air India

Privileged to share the Air India NPS turnaround story at EngageX 2026. From −35 to +35 in 18 months - the conversation we needed to have.

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Raju Dodti

COO, L&T Finance

Trust as an economic asset - what a panel. Thanks to @Latha Venkatesh and the Exotel team for convening the right room.

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Sonia Nair

VP, Blue Dart

Honoured to be featured in Architects of CX - the Forbes India coffee-table book launched at EngageX. To the 12 others on the list: it was an education.

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Tarun Chugh

MD & CEO, Bajaj Life

Technology may accelerate experiences, but trust is what sustains them. Shared my perspective at EngageX 2026.

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Vijay Rajagopal

Head – BFSI & Fintech, AWS

400+ CXOs. One room. The human advantage in customer experience actually INCREASES as AI handles more. Trust compounds. Technology enables. But humans decide.

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The Headline Conversation

Trust is not a brand attribute, it's an economic asset.

Moderated by Latha Venkatesh, CNBC-TV18.

Session Replays

Catch every conversation.

The full slate of sessions from EngageX 2026 - pick a talk and press play.

How Great CX Builds Great Businesses

EngageX 2026 · Forbes India

The Five Forces

Five shifts redefining customer experience.

Zero Patience Economy

Customers no longer give brands the benefit of the doubt. Every interaction is an audition for the next one.

Trust–Personalisation Flywheel

The more relevant the experience, the more trust accrues - and the more data customers willingly share.

Human–AI Inversion

AI now handles the routine. Humans handle the moments that matter. The boundary defines the brand.

Experience P&L

CX has graduated from cost centre to a measurable line item that shows up in board decks and balance sheets.

Memory Moat

Enterprises that remember their customers across channels and time build moats competitors cannot replicate.

Architects of CX - 12 leaders who saw it first.

An Exotel initiative, in collaboration with Forbes India. The pioneers who saw the future of customer experience and started building it before anyone else had the words for it.

Aditya Singh Grewal

Chief Customer Experience Officer

ACT Fibernet

Sunil Bissa

VP - Customer Experience

Groww

Smitha Kumar

Chief of Customer Experience

Equitas Small Finance Bank

Murali Kunda

Director - Outreach

IIIT Bangalore

Meena B.

Head - Customer Experience

Malabar Gold & Diamonds

Raghav Bhasin

VP - Customer Experience

CarDekho Group

Samit Bhatnagar

Head - Customer Experience

TISA Bank

Aditya Sudhindranath

Partner

Deloitte

Sumedh Nilkanth

Director - CX & Digital

Americana Restaurants

Sonia Nair

VP and Head Customer Service

Blue Dart

Shruthi Bopaiah

EVP - Communications

Axis Bank

Enbasekar D

Co-founder & CTO

MediBuddy

Read all 12 stories

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Voices from the Stage

The convictions shaping CX.

"Trust is not built through communication alone. It is built through consistent, transparent, accountable conduct across every touchpoint."

Alok Aggarwal

CEO, Muthoot Homefin

"Speaking is an escalation. By the time a customer contacts us, something has already gone too far."

Rohan Chhazed

Swiggy

"AI will get smarter. But the human connect that delivers the emotion will always be the blockbuster."

Sonia Nair

Blue Dart

"You cannot advertise your way into trust. It is how you conduct yourself at the leadership level and in daily operations."

V. Vaidyanathan

IDFC FIRST

"When we took over, our NPS was minus 35. Today it is 35… Technology is enabling it, but it's the coming together of people, processes, services, and physical experiences that will help us build the world-class airline India deserves."

Rajesh Dogra

Air India

"The final differentiating frontier will be the human who shows up when things go wrong. Everything else will eventually be commoditized."