Twimbit, in partnership with Nasscom and Kyndryl, has launched The State of CX India 2026, an independent customer experience benchmarking study that will assess 500 customer-facing companies across India.

The study builds on its 2025 edition, which benchmarked 400 companies across 10 industries and established a national CX Index of 3.17 out of 5. The 2026 edition will examine what has changed and where customer experience still has room to improve.

In the 2025 results, digital experience was the strongest of the four CX pillars at 3.21 out of 5, followed by employee experience at 3.19, brand experience at 3.18 and service experience at 3.10. Companies were found to be building digital channels faster than they were making the experience consistently useful across the customer journey.

Telecom, e-commerce and logistics emerged as the stronger-performing sectors in 2025, with CX scores of 3.70, 3.65 and 3.64 respectively. Automobile, insurance and travel and hospitality followed as pace-setting industries.

Healthcare and retail recorded the weakest scores, at 2.77 and 2.96, highlighting gaps in service, digital integration and consistency of customer journeys.