Scaling CX innovation: Dishant Bhojwani and IntouchCX vision for the future growth in India

Time of India

a day ago

Customer experience (CX) has moved from the back office to the front line. AI is transforming how service is delivered. Businesses are rethinking not just how to scale support, but how to do so with depth, empathy, and resilience.
In a digital-first, fast-moving, and increasingly complex world, brands face growing pressure to deliver experiences that are both seamless and deeply human.
At the intersection of this global shift stands Dishant Bhojwani, global COO of IntouchCX. Recently honoured with the Grand Stevie Award, along with a Gold and two Silver Stevie Awards for customer experience and thought leadership at the 2025 Asia-Pacific Stevie Awards, his leadership is being recognised not just for operational excellence, but for a forward-thinking vision—one that puts people, purpose, and smart technology at the centre of the CX transformation.
'These awards are far more than personal milestones; they highlight the extraordinary work our people deliver every single day,' said Bhojwani. 'Here, we're not just building great tech—we're building the teams and mindset to match it. India plays a key role in that journey, and what we're doing here is setting the pace for how CX should evolve: smarter, faster, and always human at its core.'
That mindset echoes a broader industry evolution, from transactional vendors to strategic advisors.
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As global brands' expectations rise, companies are looking to India not just for scale, but for leadership in complex, high-impact, customer-facing strategies. IntouchCX is one example, expanding its capabilities to meet evolving client needs by leveraging India's deep talent and innovation ecosystem.
With three advanced campuses in Hyderabad and a major hub in Bengaluru, the company is building a strong foundation for innovation, scalability, and employee well-being.
These locations drive essential work that blends AI, human insight, and operational agility—empowering agents with real-time guidance, reducing friction, and simplifying their workflows. 'This moment isn't just about the accolades—it's about the evolution of CX,' said Bhojwani.
'We're moving from service to strategy, and that means bringing together the right tools, the right people, and the right purpose.'
As digital ecosystems grow more complex, trust and safety have become essential for global brands seeking to protect their communities and safeguard their reputations. The acquisition of a California-based software company reflects the company's response to these demands, reinforcing a broader industry commitment to building secure and inclusive online environments. But technology alone isn't enough—people remain central to the solution.
That's why the company's growth in India is focused as much on talent development as it is on infrastructure. Its campuses are built not just for operations, but for purpose, blending wellness, collaboration, and continuous learning to cultivate teams that are digitally fluent, data literate, and ready to lead in AI-augmented environments. From high-performing workspaces to programmes supporting employee growth and well-being, the expansion strategy is intentional and forward-looking.
By automating routine tasks and equipping agents with intelligent tools, teams are free to focus on complex problem-solving and emotionally intelligent engagements, enhancing efficiency while ensuring accuracy, ethical decision-making, more empathetic customer interactions, and personalised customer experiences at scale.
These campuses reflect more than physical expansion; they embody a long-term strategy to build a resilient, future-ready workforce.
IntouchCX is also set to significantly expand its headcount in India in the coming year, creating various new roles across operations, technology, and support functions. The company is continuously hiring and actively seeking to connect with the best local talent, offering opportunities to work with globally recognised brands and be part of a dynamic, innovation-driven environment.
With teams across North America, Latin America, Europe, Africa, and Asia-Pacific, the company partners closely with global brands—not just as a service provider, but as a trusted advisor—delivering integrated solutions powered by technology, analytics, and human insights.
At the centre of this capability is a leadership team that powers the organisation's ability to deliver exceptional service.
Dishant Bhojwani is a strong example of that leadership in action; his global recognition underscores the vision and execution that drive the brand forward. With India at the core of its expansion strategy, the company is not just scaling—it's helping shape the future of customer experience.