TP wins Frost & Sullivan's 2026 India CXM Services Company of the Year

The role of customer experience management (CXM) has shifted dramatically. Enterprises no longer treat CX as a back-office function – it is now a core strategic priority, one that drives differentiation, builds loyalty, and strengthens business resilience. Delivering on this mandate requires intelligent, empathetic, and seamlessly connected customer journeys at scale. It is within this context that TP's India operations have emerged as a defining force in the global CXM landscape.

TP has been awarded Frost & Sullivan's 2026 India Customer Experience Management (CXM) Services Company of the Year, a recognition that highlights TP's capacity to bring advanced digital innovation to life without losing the human connections that make customer experiences genuinely meaningful.

India at the heart of TP's global delivery

TP's India operations are the Group's largest and most expansive delivery hub worldwide. Spanning 44 delivery centers and powered by a workforce of over 90,000 employees, TP in India provides globally benchmarked CXM services in more than 22 languages to a client base of more than 200 organizations across 20+ countries.

At the foundation of this scale is a model built around client outcomes. Value-based engagement structures tie performance directly to results, driving 100% client renewal rates and fostering strategic partnerships across industries.

Krishna Baidya, Sr. Director – ICT Practice, captured it well: "TP has demonstrated an exceptional ability to convert emerging market gaps into measurable, technology-enabled customer value through their operations in India. Anchored in the Group's high-tech, high-touch philosophy, TP combines human empathy with advanced digital capabilities spanning AI, analytics, automation, and cloud solutions to enhance experience outcomes for clients and consumers alike."

TP.ai FAB: The intelligence engine behind the experience

Central to TP in India's delivery model is TP.ai FAB (Foundational AI Backbone), a proprietary platform that brings together data, knowledge, people, and agentic systems to power predictive, personalized omnichannel journeys. Whether through voice, chat, email, or social channels, TP.ai FAB orchestrates consistent, context-aware engagement across every touchpoint.

In high-complexity verticals such as BFSI, healthcare, and retail, domain-specific AI workflows have delivered measurable gains: ~30% reductions in average handle time, 8–10% improvements in CSAT, faster go-lives, and stronger first-contact resolution rates.

Responsible innovation: High-tech, high-touch in practice

Scaling innovation is only meaningful when done responsibly. TP in India holds this principle at the center of its operations – upholding rigorous standards of responsible AI, data governance, and regulatory compliance, including ISO certifications and adherence to India's Digital Personal Data Protection Act. This commitment has elevated customer trust from a soft value to a hard competitive advantage.

TP is also advancing accessibility and inclusion through real-time voice intelligence technologies that make AI-powered interactions more comprehensible, fair, and confidence-building for diverse user groups – ensuring that the benefits of AI-driven CX extend to everyone.

People remain the core

Technology at TP in India amplifies human capability rather than replacing it. The company invests substantially in people and continuous talent development through dedicated learning platforms such as TP University and JUMP!, integrating emotional intelligence training alongside AI skills. The outcome is a workforce that leverages automation to strengthen empathy and sharpen judgment, preserving brand integrity at the moments that matter most.

This people-first philosophy, combined with outcome-linked commercial models that connect value to concrete performance indicators – efficiency gains, quality benchmarks, and customer satisfaction uplift, has resulted in sustained growth, a diversified industry portfolio, and a geographically optimized delivery network across India.

Setting the standard for what cx can be

Frost & Sullivan's 2026 Company of the Year recognition affirms TP's standing as a benchmark-setter in responsible, outcome-driven CX transformation. By bringing together AI innovation, operational excellence, and human expertise at scale, TP in India continues to define what the next era of customer experience looks like – not just in India, but for enterprises, everywhere.

We are truly honored to receive this recognition from Frost & Sullivan. #ProudtobeTP