India's Biggest CX Benchmark Just Got Bigger: Twimbit, Nasscom and Kyndryl Set to Launch The State of CX India 2026, Benchmarking 500 Companies Across India
Twimbit, Nasscom, and Kyndryl are launching a benchmarking study to evaluate the customer experience (CX) performance of 500 Indian companies. The study aims to identify progress and gaps in digital integration and service consistency since 2025.
Why it matters
Understanding CX benchmarks helps businesses identify where digital investments are failing to translate into tangible improvements for consumers.
MUMBAI, India , Sept. 29, 2026 /PRNewswire/ -- After putting India's CX performance at 3.17 out of 5 in 2025, Twimbit , Nasscom and Kyndryl are expanding the study to 500 companies to understand what has changed and where customer experience still has room to improve.
Twimbit, in partnership with Nasscom and Kyndryl, today announced the launch of 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.
This year, the focus is on what has happened since.
Has customer experience improved? Where has it improved? And where are companies still struggling to turn digital investment into better customer experiences?
What India's CX Score Looked Like in 2025
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