WeKonnect 2026 Brings India’s CX Leaders Together Across Mumbai and Delhi to Drive the Shift from Experience to Intelligence

Mumbai, Oct 06: Konnect Insights, an AI-powered omnichannel customer experience platform, concluded WeKonnect 2026, a customer experience leadership forum, across Mumbai and Delhi. The two-city event brought together 100+ enterprise CX leaders, brand and technology leaders to discuss the evolving role of customer experience, AI and customer intelligence in enterprise decision-making.

The forum focused on the shift in CX “from operations to intelligence”, highlighting how organisations are moving beyond traditional customer experience metrics to derive actionable insights from customer interactions. Discussions explored connecting customer data, identifying opportunities and risks, and enabling faster, more informed business decisions.

Speaking about WeKonnect 2026, Sameer Narkar, Founder and CEO, Konnect Insights, said,

 “WeKonnect was never meant to be just an awards event. It was built to be the annual gathering of India's CX community at the exact moment the industry is undergoing its most significant transformation. The conversations across Mumbai and Delhi confirmed that the era of CX as operations is ending. The era of CX as intelligence has begun.”

Mumbai Edition Explores the Future of the Front Office

The Mumbai edition featured “The Front Office Reimagined — How AI Is Rewriting the Rules of CX”, moderated by Krishant Thangarajah, Chief Strategy Officer, Konnect Insights. The panel brought together Kishan Bhanushali, Head of Service Experience and Customer Life, ZebPay; Sanskriti Bhakshi, Head of Communications and Brand Reputation, DAMAC Properties; Pradeep Yadav, Vice President, Brand and Marketing, Blinkx; and Ramita Vyas, VP and Head of Customer Experience, Akasa Air.

The Mumbai edition also featured the WeKonnect CX Excellence Awards, recognising organisations across 25+ categories spanning BFSI, aviation, healthcare, retail, real estate, manufacturing and technology.

Delhi Edition Highlights CX as a Strategic Priority

The Delhi edition featured “CX at the Top — How India's Best Brands Are Raising the Bar”, moderated by Sameer Narkar, with Preet Saxena, Director, Global Data, Analytics and GenAI, Concentrix, and Ashavmedh Singh, Head of Products, Platforms and AI Initiatives, Hero FinCorp. The discussion examined CX as a boardroom priority and the role of GenAI in customer intelligence.

The second panel, “The Front Office Reimagined — How AI Is Rewriting the Rules of CX,” featured Sachin Bhatia, Co-Founder, Exotel; Upendra Upadhyay, Director of Analytics, MyGov; and Lakshay Katyal, India Marketing Lead, Motorola. The conversation explored AI-native communications infrastructure, citizen experience and unified customer intelligence.

The Delhi edition recognised organisations across 20+ categories, including Dr Lal PathLabs, Hero FinCorp, Hero MotoCorp, IndiGo Airlines, Narayana Health, Policybazaar, Air India, Medanta, Infosys, MyGov and Nothing Technology.

Recognising CX Excellence Across Industries

Across both editions, 90+ brands were recognised across 20+ award categories, representing more than 15 industries, including BFSI, aviation, healthcare, automobile, retail, real estate, entertainment, manufacturing, government and technology.

The participation of Income Tax India, India Post and MyGov reflected the expanding focus on customer and citizen experience beyond the private sector.

Commenting on the diversity of participation, Sameer Narkar said,

 “The diversity of brands recognised at WeKonnect 2026 tells the real story of India's CX transformation. From government entities and airports to fintech startups and luxury hospitality, the commitment to building intelligent, omni-channel customer experiences is no longer limited to a few progressive sectors. It is happening across the economy.”

Across the two-city forum, discussions highlighted that AI adoption in CX is moving from experimentation towards production, as enterprises work to connect fragmented customer data and make intelligence accessible to teams.

WeKonnect 2026 concluded by bringing together India’s CX ecosystem around AI-led experiences, customer intelligence, omnichannel engagement and the future of the front office.