Leading the new era of CX: TP named Frost & Sullivan 2026 India Company of the Year

Customer experience management (CXM) has evolved far beyond transactional support. Today, enterprises view CX as a strategic lever for differentiation, loyalty, and business resilience, requiring seamless, intelligent, and empathetic customer journeys delivered at scale.

In recognition of its leadership in this transformation, TP has been named Frost & Sullivan’s 2026 India Customer Experience Management (CXM) Services Company of the Year. The recognition underscores TP’s ability to operationalize advanced digital innovation while preserving the human connection that defines meaningful customer experiences.

Excellence engineered at scale: India shaping the future of CXM

TP’s operations in India represent the Group’s largest and most diverse global delivery hub. With more than 90,000 employees across 44 delivery centers, India delivers globally benchmarked services in over 22 languages, supporting more than 200 clients across 20+ countries. Value based commercial models align performance with client outcomes, contributing to 100% renewal rates and long standing strategic partnerships.

“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,” said Krishna Baidya, Sr. Director, ICT Practice.

At the center of this approach is TP’s proprietary TP.ai Foundational AI Backbone (FAB), which unifies data, knowledge, people, and agentic systems to orchestrate predictive, personalized omnichannel journeys across voice, chat, email, and social channels. In complex sectors such as BFSI, healthcare, and retail, domain specific workflows have delivered approximately 30% reductions in average handle time, 8–10% CSAT improvements, faster ramp up, and higher first contact resolution.

High tech, high touch in action

TP’s operational excellence is defined by its ability to scale innovation responsibly. Across its India operations, the company places strong emphasis on responsible AI, data governance, and regulatory compliance, adhering to global and local standards, including ISO certifications and India’s Digital Personal Data Protection Act. This commitment has made customer trust a core competitive differentiator.

TP is also investing in accessibility and inclusion, with real time voice intelligence technologies that improve comprehension, fairness, and confidence in voice based interactions, helping ensure AI driven CX remains both effective and inclusive.

Equally critical is TP’s investment in people, with training that combines emotional intelligence and AI capabilities, supported by learning platforms such as TP University and JUMP!. This approach ensures automation strengthens empathy and sound judgment, protecting brand voice in the moments that matter most.

TP’s customer first approach in India is further reinforced through outcome linked commercial models that directly tie value to measurable performance indicators such as efficiency gains, quality improvements, and customer satisfaction uplift. Transparency and shared accountability support sustained growth across a diversified industry portfolio and a geographically optimized delivery footprint.

Setting the benchmark for CX transformation

Frost & Sullivan’s 2026 Company of the Year recognition reinforces TP’s position as a leader in responsible, outcome driven CX transformation. By harmonizing AI innovation, operational excellence, and human expertise at scale, TP continues to set the benchmark for the next era of customer experience in India.

We are truly honored to receive this recognition from Frost & Sullivan. Thank you to our teams in India, and a big congratulations to all! #ProudtobeTP