October 22-24, 2025 | Nashville, USA
Service
Cognitive Business Operations
Unlock Business Agility and Future-ready Operations with TCS
Highlights
- TCS participated as a sponsor at Customer Contact Week (CCW) 2025 in Nashville, USA. CCW is the world’s premier forum for CX thought leadership, innovation, and collaboration.
- We hosted a thought-provoking panel discussion and interactive workshop to highlight how AI-led autonomous systems built with a human-centric approach will drive the future of CX.
- The TCS booth was a hub of innovation as our team of experts demonstrated our groundbreaking capabilities reshaping CX for enterprises globally.
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CX is the strategic edge in the digital age
In today’s rapidly evolving business environment, customer experience (CX) has emerged as a critical enabler of competitive differentiation, brand loyalty, and profitable growth for businesses today.
Tata Consultancy Services (TCS) was a sponsor at Customer Contact Week (CCW) 2025 in Nashville, USA. CCW is the world’s premier forum for CX thought leadership, innovation, and collaboration.
CCW had it all—fascinating conversations with CX leaders from across the globe, thought-provoking panel discussions and workshops by seasoned industry leaders on themes like agentic artificial intelligence (AI) and generative AI (GenAI) that are shaping the future of CX.
TCS showcased how we are partnering with leading organisations across industries to adopt next-generation, AI-powered CX operating models, anchored in personalisation, context, and empathy.
We demonstrated our groundbreaking perspective and showcased cutting-edge technologies and capabilities redefining the future of CX.
The future of CX: Autonomous by design, humane by intent
In a world of rising customer expectations, enterprises must deliver experiences that are empathetic, personalised, and real-time. The future of CX blends technology with empathy.
TCS hosted a thought-provoking think tank panel discussion titled ‘The Future of CX: Autonomous by Design, Humane by Intent’, featuring visionary leaders Andrew Sandilands from Foxtel, Diana Rey-Marrero from Cummins, Ashish Gupta from Iron Mountain, and Ashok Pai from TCS, with Chandra Yallapantula from TCS as moderator.
The session explored how intelligent systems and human-centric design are converging to redefine the CX landscape. The panel also delved into the power of connected organisation intelligence (COI) and intelligent choice architectures (ICAs), highlighting how these approaches unify data, processes, and AI to enable smarter decisions and expand human agency.
This session was invaluable for CX leaders, digital transformation professionals, and business strategists looking to stay ahead of disruption and deliver meaningful, future-ready experiences.
Figure 1
A panel of CX experts during the deep-diving discussion on ‘The Future of CX: Autonomous by Design, Humane by Intent’, at Customer Contact Week 2025.
Figure 1
Supercharging CX: Building autonomous systems with a human touch
In today’s fast-changing business landscape, customer experience (CX) has become a key driver of competitive differentiation, brand loyalty, and sustainable growth.
TCS hosted a 90-minute interactive workshop titled ‘Supercharging CX: Building Autonomous Systems with a Human Touch’, featuring Andrew Sandilands from Foxtel, and TCS experts Spandan Mahapatra, Mohit Khandelwal, and Dwarakanath Jagadeesan.
Foxtel’s transformation journey with TCS is a compelling example of how AI and GenAI can elevate CX while preserving human-centric principles. From GenAI-powered assistance to augmented reality (AR)-driven support, Foxtel is driving stickiness, advocacy, and profitability by redefining user experiences.
The session showcased how connected organisation intelligence (COI) is removing silos by presenting a unified view of customer data across all systems of engagement. This foundation powers ‘human+AI’ teaming, with intelligent choice architectures (ICAs) expanding human potential and AI amplifying judgment and creativity. The discussion also emphasised how AI is turning contact centres into value centres, driving greater advocacy, brand value, and profitability.
The workshop was highly engaging, filled with deep, thought-provoking conversations and challenging questions that made it a truly collaborative experience.
Figure 2
A panel of CX experts during the workshop on ‘Supercharging CX: Building Autonomous Systems with a Human Touch’ at Customer Contact Week 2025
Figure 2
TCS showcases cutting-edge capability
The TCS booth (#114) emerged as a dynamic hub of innovation and insight. Attendees engaged with TCS Cognix™, our AI-driven human-machine collaboration suite, experiencing how it enables hyper-personalised, real-time, and empathetic customer interactions at scale. The energy at the booth was electric, with bold ideas, live demos, and collaborative problem-solving driving meaningful conversations.
The team of TCS experts demonstrated how we are navigating complexity, embracing AI with purpose, and building experience ecosystems where automation meets empathy, and technology amplifies human potential.
Figure 3
The TCS booth was a hub of CX innovation and fascinating conversations
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