The CX Leaders Community

Where CX
Leadersconverge.

CXclusive is the definitive community for customer experience leaders — connecting the brightest minds shaping the future of CX.

Join the Community Explore CXperts Awards
CXclusive Series · Bengaluru 2025 70+ CX Leaders · 25+ Brands From Automation to Autonomy CXperts Awards — Nominations Open Agentic AI in CX · Vitos by Kapture Next City: Coming Soon CXclusive Series · Bengaluru 2025 70+ CX Leaders · 25+ Brands From Automation to Autonomy CXperts Awards — Nominations Open Agentic AI in CX · Vitos by Kapture Next City: Coming Soon
About CXclusive

Built for those
who define
the CX standard.

CXclusive is Kapture's flagship community — a curated space where Customer Experience leaders gather to exchange knowledge, explore emerging trends, and shape the direction of the industry.

Whether you're a VP of CX at a global enterprise or a CX innovator at a fast-growing startup, CXclusive is your inner circle — exclusive by design, open by philosophy.

01
Industry Intelligence
Curated research, reports, and trend forecasts from the CX frontier.
02
Leader Roundtables
Closed-door conversations with peers who understand the complexity of CX at scale.
03
CXperts Recognition
Our awards programme honouring the people transforming customer experience.
Community Voice

"A lot of information is shared across, interacting with a lot of stakeholders. It is great networking with people and understanding new innovations."

S
Sahil Palejwala
Head – Digital Experience Group · Jio Credit Limited
1.2K+
CX Leaders
40+
Industries
12
Countries
3×
Annual Summits
From the Community

CX Intelligence,
delivered.

View all insights →
Trends · 2026

CX Trends 2026: From Interactions to Interventions

AI-first CX is getting more powerful — and more constrained. The 5 trends that matter in 2026 for every CX leader navigating the shift from reactive support to proactive autonomy.

CXclusive Research · 10 min read
Read more →
Event Recap

Bengaluru: From Automation to Autonomy

A first-hand account of CXclusive's inaugural gathering — 70+ practitioners on the real shape of agentic AI in CX.

8 min read
Read more →
Trend

Why CSAT Is Losing Its Crown

CX leaders are abandoning CSAT in favour of effort scores and emotional proximity metrics. Here's what the best teams are measuring instead.

6 min read
Read more →
Fintech · AI

Why Conversational AI Fails in Fintech

AI adoption in financial services is accelerating faster than the frameworks to govern it.

7 min read
Read more →
Retail · AI

The Empathy Problem at Scale

High-frequency retail is where the limits of AI in customer experience are most exposed.

7 min read
Read more →
A CXclusive Initiative

The
CXpertsAwards

CXperts is CXclusive's annual awards programme that recognises the CX leaders, teams, and innovators who have set a new benchmark for what outstanding customer experience looks like.

Presented by Kapture, the awards celebrate courage, creativity, and customer obsession — across every industry and organisation size.

Nominate a CXpert →
🏆
CXperts
The CX Excellence Awards by CXclusive · Kapture
AI CX Visionary CX Transformation Leader Emerging CX Leader CX Excellence Champion
Award Categories
🤖
AI CX Visionary of the Year
Enterprise Category · AI-led CX
For enterprise CX leaders — CXOs, Heads of CX, Digital, and Customer Operations — who have embedded AI deeply into their CX stack at scale. Recognised for defining an AI-first CX vision, driving cross-unit adoption, and delivering measurable impact on both experience and efficiency.
⚡
CX Transformation Leader (AI Edition)
Mid & Large Scale · AI-powered CX
For CX leaders from mid-sized or large-scaling organisations who have used AI pragmatically to transform customer experience — scaling operations, improving outcomes across channels, and demonstrating strong execution, agility, and clear CX ownership.
🌱
Emerging CX Leader
Mid & Small Scale · Leadership-first
For first-time CX heads and rising leaders in mid or small organisations who are building CX capabilities from the ground up. AI is an enabler here — not the headline. The focus is on customer-first leadership, people-process-technology balance, and future potential.
🏅
CX Excellence Champion
All Organisation Sizes · Non-AI CX
For CX leaders and teams who have significantly elevated customer experience through process redesign, culture, training, or operational discipline — without AI. Pure CX credibility. This award anchors the programme beyond technology, proving excellence needs no algorithm.
Awards Timeline · 2025
01
Nominations Open
March 2025
Submit your nominations across all categories via the online portal.
02
Jury Review
May 2025
An independent jury of CX stalwarts evaluates all nominations.
03
Finalists Announced
July 2025
Shortlisted nominees are revealed and celebrated across CXclusive channels.
04
Awards Ceremony
September 2025
The grand CXperts Awards night — live, in-person, unforgettable.
Bengaluru · 7 November 2025

CXclusive
Series
Edition I

Kapture hosted its first-ever CXclusive Series event in Bengaluru on 7th November 2025 — and it was a resounding success. A power-packed day of insights, innovation, and interaction that brought India's top CX and digital transformation leaders into one room.

With the theme "From Automation to Autonomy," the series explored how Agentic AI is revolutionising customer experience — shifting from task automation to true end-to-end autonomy through Kapture's AI platform, Vitos.

Invite Only Bengaluru · Edition I Agentic AI in CX 7 Nov 2025
Keynote: The AI Pilot Cliff — CXclusive Series Bengaluru 2025
Keynote · CXclusive Series
The AI Pilot Cliff — Agentic AI in CX
Panel Discussion — CXclusive Series Bengaluru 2025
Panel Discussion
Industry leaders in conversation on AI-driven CX
Full house audience — CXclusive Series Bengaluru 2025
The Room
70+ CX leaders, one conversation
70+
Participants
25+
Leading Brands
1
Day. Infinite Conversations.
∞
Cities Next
Panel Discussion

Moderated by Himanshu Garg, CTO — Kapture CX

S
Sahil Palejwala
Jio Credit Limited
Conversational automation at fintech scale
R
Rohil Ahmed
Bigbasket
Empathy & precision in high-frequency retail
I
Ishan Garg
Reliance Retail
Operationalising AI across multiple touchpoints
S
Shahnawaz
Big 4
Governance & enterprise readiness in CX transformation
Brands in Attendance
BigbasketJioMartMeeshoJio Finance ChaitanyaOlyvIncredZivame VedantuDigit InsuranceAkshayakalpaJockey LandmarkZolveYubiACT Fibernet ManipalKPMGDeloitteRapido WakefitPop ClubDTDCCricalog + more
Nominations Are Open

Know a CXpert?
Nominate them.

Every great CX leader deserves to be seen. If you know someone who has shaped, disrupted, or elevated customer experience — nominate them for a CXperts Award.

Submit a Nomination Join CXclusive
Kapture
The CX Platform

Kapture is an enterprise-grade customer experience platform trusted by 1,000+ brands across Asia, the Middle East, and beyond. Built for support teams that handle complexity at scale, Kapture brings together AI, automation, and deep integrations to help companies deliver faster, smarter, and more human customer experiences. CXclusive is Kapture's way of giving back to the community that inspires the platform every day.

Visit Kapture.cx ↗ ·
CX
Your seat at the table

Join
CXclusive

A curated community for CX leaders driving real impact. Apply for membership and connect with the people shaping the future of customer experience.

What you get
✦Access to invite-only CXclusive Series events
✦Closed-door roundtables with CX peers
✦CXclusive Magazine features & reports
✦Eligibility for the CXperts Awards
After applying: review within 48 hrs → onboarding call → community access → events & awards.
Membership Details
2–3 sentences is ideal. Be specific about your CX focus.
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We'll review your application and reply within 48 hours.

✦

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CXclusive

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