Deep thinking on AI in support, customer experience leadership, and the ideas shaping how the best brands in Asia serve their customers. Curated by the CXclusive community.
On the evening of 7 November 2025, over 70 senior practitioners from 25 of India's leading brands gathered in Bengaluru for the inaugural CXclusive roundtable. The subject was agentic AI in customer experience. The conversation — candid, cross-sector, and at times pointed — made the case that this moment is less a trend than a turning point.
CXclusive Magazine brings together the sharpest thinking from across the community — practitioner essays, data-backed reports, event deep-dives, and perspectives from the CX leaders defining what great looks like in 2025. No fluff. No vendor content. Just the ideas that matter.
70+ senior practitioners from 25 of India's leading brands gathered in Bengaluru for the inaugural CXclusive roundtable on agentic AI in customer experience.
The failure rate of enterprise AI pilots in regulated environments is not a technology problem — it is a design and leadership problem. Here is what the evidence says.
High-frequency retail is where the limits of AI in customer experience are most exposed. Getting it right requires a design philosophy that starts with what automation cannot see.
CX leaders are abandoning CSAT in favour of effort scores and emotional proximity metrics. Here's why the shift is happening — and what the best teams are measuring instead.
AI-first CX is getting more powerful — and more constrained. The annual report charting where customer experience is headed and what it means for the leaders shaping it.
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.
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.