Twimbit, Nasscom and Kyndryl to benchmark CX at 500 Indian companies in 2026
The State of CX India 2026 will expand from 400 companies benchmarked in 2025 to 500, adding Voice of Customer insights and AI assessments. Retail scored 2.96 out of 5 in the 2025 study.
The channel move
Twimbit, Nasscom and Kyndryl will benchmark 500 customer-facing Indian companies in The State of CX India 2026, after retail scored 2.96 in 2025. The study expands from 400 companies and adds Voice of Customer insights and AI assessment.
Channel facts
- 2026
- 500
- 2025
- 400
- 2.96
What it means for online and offline
Retail operators should use the expanded 2026 CX benchmark, including AI and Voice of Customer measures, to identify gaps behind the sector’s 2.96/5 2025 score and prioritize omnichannel fixes.
Signals to track
- Publication of the 2026 methodology, including weighting of AI maturity versus Voice of Customer measures.
- Retail category rankings and whether the sector improves materially from the 2025 score of 2.96/5.
- Named participants, especially large omnichannel retailers and digital-first commerce platforms.
- Evidence that benchmark leaders correlate CX scores with revenue growth, repeat frequency, lower returns or reduced service costs.
- Indian-language AI adoption, consent requirements and data-localization constraints affecting customer-interaction analytics.
The counter-case
The expansion from 400 to 500 companies is a coverage change, not evidence that Indian retail CX is improving or that the benchmark will drive operational change. A 2.96/5 retail score may reflect inconsistent methodology, a broad mix of retailers, or assessment criteria that privilege digital maturity over the store, delivery, returns and service experiences consumers actually value. Adding AI and Voice of Customer measures could also make year-on-year comparisons less meaningful while encouraging retailers to optimize for benchmark scores rather than customer outcomes.