hfs-customer-experience-services-2026

Report Summary

HFS Research recognizes Tech Mahindra BPS as a forward-looking CX transformation partner that combines agentic AI, outcome economics, and deep operational expertise. It helps enterprises redesign customer journeys, modernize omnichannel operations, and turn AI investments into measurable value, supported by its global CX scale and ecosystem of technology partnerships.

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Key Highlights

Lead with Agentic AI and Proprietary IP

Deploy TechM Orion, 200+ prebuilt industry AI agents, Orion Marketplace, VerifAI, Comviva MobiLytix, and BORN XDS to automate interactions, personalize journeys, govern AI, and strengthen digital commerce.

Transform Customer Journeys End-to-End

Connect CX strategy, experience design, journey orchestration, analytics, CRM, CCaaS, commerce, and omnichannel operations to improve customer, agent, and employee experiences.

Deliver Measurable Outcomes

Apply outcome-based CX models, flexible commercials, and operational expertise to reduce cost-to-serve, improve efficiency, strengthen retention, and enable growth.

Scale Through Global Delivery Strength

Mobilize 54,000+ CX professionals across 55+ delivery centers, serve clients in 50+ languages, and combine domain expertise with rapid execution.

Co-Innovate Through a Strong Ecosystem

Integrate capabilities from Microsoft, NVIDIA, Google Cloud, AWS, Salesforce, ServiceNow, and specialist partners to accelerate enterprise transformation.

Expand Integrated CX Capabilities

Use Orchid Cybertech Services and the Orange Business partnership to extend APAC delivery, enhance global support, and create joint AI, automation, and secure digital platform solutions.

Tech Mahindra has earned its Horizon 3 placement in the HFS Horizons: Customer Experience Services, 2026 report, sustaining the leadership position it has held in HFS customer experience research since its inception in 2021, even as the assessment has evolved to reflect a fundamentally reshaped CX value chain toward Services as Software delivery. Its Orion platform, Vector Squads, and Service Tokens convert agentic delivery into auditable outcome units, backed by client results spanning cost, experience, and customer lifetime value. Tech Mahindra's continued leadership reflects a combination of deep CX operations, strategic vision, and technology innovation, now increasingly underpinned by agentic AI and outcomes focus.

Melissa Fersht
Executive Research Leader, HFS Research

Our Strengths

Advance AI-led CX

Deploy TechM Orion, 200+ industry agents, and Orion Marketplace to support AI adoption across customer experience operations.

Build Responsible, Personalized Experiences

Use VerifAI and Comviva MobiLytix to strengthen AI governance, improve decision quality, and deliver context-rich customer interactions.

Connect CX, Commerce, and Operations

Bring together experience design, CRM, CCaaS, analytics, automation, BORN XDS, and outcome-led models to transform customer journeys end to end.