Kapture CX, a prominent player in the customer experience solutions space, has successfully kicked off its new event series with a major gathering in Bengaluru. The company's first CXclusive Series event served as a dedicated forum for deep industry insights, innovation in customer experience (CX), and high-value networking.
A Confluence of Industry Leaders on AI in CX
The one-day forum proved to be a significant draw, attracting more than 70 participants representing over 25 leading Indian brands. This created a powerful hub for the country's top minds in CX and digital transformation. Centered on the theme “AI Revolution in CX with Kapture,” the event featured a dynamic blend of panel discussions, product demonstrations, and peer-to-peer interactions.
The core focus was examining the shift brought by Agentic AI—moving beyond simple task automation to systems capable of autonomous reasoning and end-to-end issue resolution. This next-generation AI was positioned as a key driver for the future of customer support.
Expert Panel Unpacks Real-World AI Applications
A major highlight was a thought-provoking panel discussion moderated by Himanshu Garg, CTO of Kapture CX. The session featured candid perspectives from prominent industry leaders who shared practical experiences and challenges.
The distinguished panellists included:
- Sahil Palejwala (Jio Credit Limited) – who discussed scaling conversational automation in the fintech sector.
- Rohil Ahmed (Bigbasket) – who explored integrating empathy and precision within high-frequency retail environments.
- Ishan Garg (Reliance Retail) – who shared insights on operationalising AI across diverse customer touchpoints.
- Shahnawaz (Big 4) – who addressed critical aspects of governance, compliance, and enterprise readiness for CX transformation.
The conversation provided a forward-looking view on scaling AI responsibly, balancing automation with human-centric design, and building agile yet trustworthy enterprise systems. Leaders exchanged views on AI-led transformation, sector-specific hurdles, and the evolving synergy between human teams and intelligent agents.
Showcasing the Vitos Agentic AI Platform
Kapture CX also offered attendees a closer look at its proprietary Agentic AI platform, named Vitos. Live demonstrations illustrated how AI agents powered by Vitos are designed to autonomously act, reason, and resolve customer issues completely. The showcases highlighted how this technology aims to enhance both operational efficiency and customer empathy, pushing enterprises toward frictionless, real-time support.
Reflecting on the event's success, Sheshgiri Kamath, co-founder & CEO of Kapture CX, stated: “The future of customer experience belongs to enterprises that can blend intelligence with empathy. With Agentic AI, we are not just automating tasks—we are empowering organisations to operate with greater autonomy, foresight, and customer understanding. The response to our first CXclusive event reaffirms the industry’s readiness for this shift.”
Kapture's Growing Footprint and Future Plans
With a strong foundation of over 1,000 clients and a global team exceeding 350 employees, Kapture CX is reinforcing its position as a leader in enterprise-grade CX solutions. The company operates across 18 countries and key sectors like Retail, BFSI, Travel, Energy, and Consumer Durables, committed to enabling seamless, intelligent, and personalised support at scale.
Buoyed by the positive response in Bengaluru, the CXclusive Series is now set to land in Mumbai next. The upcoming forum will continue to bring together CX practitioners, innovators, and decision-makers to advance the conversation on AI-driven experience orchestration. Kapture CX's platform is an enterprise-grade, AI-powered omnichannel solution focused on enabling a smooth transition in support operations through industry-specialised solutions.
