Competitive Intelligence

Infosys: Customer Experience Services Capabilities, 2026

This Infosys: Customer Experience Services Capabilities, 2026 competitive intelligence profile is for customer experience leaders, CMOs, and sourcing executives evaluating Infosys’ AI amplified CX platforms across the full value chain.

A composite graphic combining a placement diagram on the left with a text panel on the right. Left: a three tier beach themed framework diagram grouping customer experience service providers into three horizontal horizon bands. The vertical axis represents innovation scope, moving from functional at the bottom to enterprise in the middle to ecosystem at the top. The horizontal axis represents value aspiration, moving from digital on the left to experience in the middle to growth on the right. Companies are listed alphabetically within each horizon. Horizon 3, ecosystem synergy and new value creation, lists 14 providers: Accenture, Capgemini, Cognizant, EXL, EY, Firstsource, Genpact, IBM, Infosys, KPMG, Publicis Sapient, Sutherland, TCS (Tata Consultancy Services), and Tech Mahindra. Horizon 2, end to end experience transformation, lists 12 providers: Amdocs, ATAIN, Coforge, Concentrix, Deloitte, HCLTech, InTouch CX, LTM, Movate, Transcom, TTEC, and Wipro. Horizon 1, functional transformation, lists 6 providers: HGS, ibex, iQor, Konvecta, Mphasis, and TELUS Digital. Right: a two panel header shows the Infosys logo on a white background beside a purple panel reading "Horizon 3, ecosystem synergy and new value creation" with the tagline "Drive OneEcosystem synergy and create new sources of CX value." Below the header, a pull quote reads "AI amplified CX transformation across the full value chain." Below the quote, a paragraph states that HFS Horizons: Customer Experience Services, 2026 assesses vendor capabilities, innovation, and value potential across the HFS customer experience services value chain based on a range of dimensions to understand the why, what, how, and so what of their service offerings across three distinct horizons, and that the report evaluates the capabilities of 33 service providers, including CX specialists, global system integrators, and consultancies. Source: HFS Research, 2026.

Note: All service providers within a Horizon are listed alphabetically
Source: HFS Research, 2026

Key facts about Infosys’ customer experience services capabilities

A six panel fact table. Key offerings, listed as a single block: CX strategy and journey orchestration consulting, experience and service design, AI amplified marketing, customer and marketing analytics, B2C and B2B commerce transformation, martech and digital experience platform modernization, content supply chain and creative production, self service and contact center transformation, agentic AI orchestration, and responsible AI services. Mergers and acquisitions from 2023 to 2026: none listed; the panel states there are no recent CX related M&As. Key clients: the number of customer experience clients is 1,000 plus; five client relationships are described without naming the companies, a global telecom giant, a Japanese multinational manufacturing company, a global large automotive manufacturer, a global telecom provider, and an American luxury lifestyle retailer. Partnerships are grouped into five categories: AI and cloud platforms lists Google, AWS, Microsoft Azure, IBM Watson, Anthropic, OpenAI, and Salesforce; contact center lists NICE CX, Genesys, and AudioCodes; CX, EX, and martech lists Adobe, Sitecore, Newgen, Sprinklr, Kore.ai, and Observe.ai; commerce lists SAP Commerce, Commercetools, Salesforce Commerce, Shopify, Mirakl, and Infosys Equinox Platform; and data lists Snowflake, Databricks, and NVIDIA, with Salesforce appearing in both the AI and cloud platforms and commerce categories. Global operations and resources: customer experience headcount is 30,000 plus; the number of delivery and innovation centers is not disclosed; center locations are described qualitatively as a globally distributed delivery network that enables right shoring, ensuring linguistic alignment and optimized cost structures, with no specific geo list given. Flagship internal IP: 6 named assets, Infosys Topaz Fabric, a GenAI and agentic AI solution built on Infosys Topaz; Infosys Orbit, an employee experience platform; One-Click Marketing, which captures intent once and executes it end to end across the content supply chain; Agentic Commerce, which translates intent into action, converting natural interactions into seamless, end to end experiences; Infosys Cortex, a full stack customizable contact center solution; and Infosys Multi-Lingual conversation AI, a proprietary solution that helps neutralize language constraints. Source: HFS Research, 2026.

Source: HFS Research, 2026

Infosys’ performance in the study and HFS’ views of its strengths and development opportunities for customer experience services capabilities

A composite graphic combining a Horizon placement graphic on the left with a text panel on the right. Left: a simplified version of the three tier beach themed Horizons diagram, reused from Exhibit 1 with the company name lists removed. The image keeps the same sky, ocean, and sand bands, sky at top for Horizon 3, ocean in the middle for Horizon 2, and sand at the bottom for Horizon 1. The Horizon 3 label, "Horizon 3, ecosystem synergy and new value creation," is set inside a bordered, colored box at the top of the sky band, with the Infosys logo placed directly beneath it in that same sky area. The Horizon 2 label, "Horizon 2, end to end experience transformation," and the Horizon 1 label, "Horizon 1, functional transformation," appear in plain gray text with no border, over the ocean and sand bands respectively, showing that Horizon 3 is Infosys' assessed position while the other two horizons are deemphasized. Right: a Strengths section lists four points. Platform led CX transformation: Infosys positions CX transformation as software plus services plus AI, with platforms and proprietary AI carrying the value, targeting enterprises' experience debt, the legacy stacks and siloed channels trapping martech value, while delivering measurable results in parallel; anchored to growth, efficiency, experience, and governance KPIs, its engagements tie CX directly to P&L impact. One AI amplified suite across the CX value chain: with creative services, experience design, digital commerce, martech orchestration, performance marketing, and marketing operations, Infosys Aster brings agility to the marketing value chain for B2B and B2C brands, and co-developed ecosystem assets extend its reach with agentic marketing and commerce capabilities built with strategic partners including Adobe, Google, Salesforce, and Microsoft, underneath Infosys' engineering depth spanning from proprietary small language models to agentic orchestration. Aster suite powered by agentic orchestration: Infosys Aster leads the CX technology story, the suite spanning marketing, commerce, analytics, and CX, with Topaz Fabric orchestrating agents, models, and partner platforms underneath; the production proof sits in the contact center, where Cortex delivers 30% to 40% fully touchless end-to-end resolution for a large US telco, alongside copilot driven agent automation, and responsible AI services include Scan, Shield, and Steer, backed by the ISO 42001 certification. Outcomes: for another large US telco, Infosys consolidated 40 plus siloed apps into the flagship T-Life app, lifting personalized ad opt-ins from 40% to 67%, and generating 48,000 plus incremental orders; for an American luxury lifestyle retailer, it built ML driven micro-segmentation and VIP churn modeling, generating $5 million in annual incremental sales and a 7% VIP retention lift. A Development opportunities section lists two points. What we'd like to see more of: marketing, commerce, and customer acquisition lead the narrative, but there is room for Infosys to elevate the post purchase experience, the warranty, billing, and resolution journeys it already supports. Next steps: Topaz gives Infosys the agentic foundation, and continuing to evolve it into repeatable, productized CX offerings with outcome based pricing would make Services-as-Software™ a commercial reality. Source: HFS Research, 2026.

Source: HFS Research, 2026

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