Competitive Intelligence

Tech Mahindra: Customer Experience Services Capabilities, 2026

This Tech Mahindra: Customer Experience Services Capabilities, 2026 competitive intelligence profile is for customer experience leaders, CMOs, and sourcing executives evaluating Tech Mahindra’s agentic AI orchestration through its Orion platform, its outcome-based CX economics, and its Work Reinvention model for human-AI operations.

A beach-themed diagram showing three horizontal horizon bands stacked like sand layers, with two axes running alongside: innovation scope on the left (functional at the bottom, enterprise in the middle, ecosystem at the top) and value aspiration on the right (digital at the bottom, experience in the middle, growth at the top). Horizon 1, functional transformation, lists six providers in alphabetical order: hgs, ibex, iQor, Konvecta, Mphasis, and TELUS Digital. Horizon 2, end-to-end experience transformation, lists twelve providers in alphabetical order: Amdocs, Attain, Coforge, Concentrix, Deloitte, HCLTech, Intouch CX, LTM, Movate, an unlabeled logo shown only as a stylized "P" mark with no company name given in the visible text, Transcom, and TTEC. Horizon 3, ecosystem synergy and new value creation, lists fourteen providers in alphabetical order: Accenture, Capgemini, Cognizant, EXL, EY, Firstsource, Genpact, IBM, Infosys, KPMG, Publicis Sapient, Sutherland, Tata Consultancy Services (TCS), and Tech Mahindra. Counting all three horizons together yields 32 named or logo-represented providers, one fewer than the "33 service providers" figure stated in the adjacent body text, an apparent discrepancy between the diagram and the narrative count. To the right of the diagram, a panel shows the Tech Mahindra logo in a box labeled "Horizon 3 Ecosystem synergy and new value creation," followed by a tagline reading that Tech Mahindra aims to drive OneEcosystem synergy and create new sources of CX value. Below that sits a pull quote reading "Agentic AI with emerging outcome economics and deep CX operations," attributed to the HFS Horizons: Customer Experience Services, 2026 report. Beneath the quote, a paragraph explains that the HFS Horizons report assesses vendor capabilities, innovation, and value potential across the HFS customer experience services value chain based on a range of dimensions covering the why, what, how, and so what of service offerings across the three horizons, and that the report evaluates the capabilities of 33 service providers, including CX specialists, global systems integrators, and consultancies. A footnote below the diagram states that providers within each horizon are listed alphabetically. Source: HFS Research, 2026.

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

Key facts about Tech Mahindra’s customer experience services capabilities

A six-panel fact table covering Tech Mahindra's CX business. Key offerings panel lists: CX strategy and operating model, journey orchestration and experience design, commerce and sales experience, digital product and channel engineering, lifecycle orchestration, customer insights, VoC and analytics, omnichannel customer operations, automation and AI, operational excellence, CRM and CCaaS services, AI for customer experience, AI for agent experience, AI for employee experience, responsible AI governance, and outcome-based CX models. Mergers and acquisitions panel (2023 to 2026) lists two entries. First, Orchid Cybertech Services Inc. (OCSI), acquired February 2024, described as enabling integrated CX solutions and expanding Tech Mahindra's APAC delivery footprint. Second, Orange Business, a strategic partnership announced March 2026, described as a non-equity, five-year strategic partnership covering the outsourcing of Orange Business's global customer support, quote-to-bill, and post-sales operations to Tech Mahindra, plus a joint go-to-market for AI, automation, and secure digital platforms. Key clients panel states the number of customer experience clients as 140 plus, and describes three key clients without naming them: a global technology leader primarily focused on product sales and support for B2C, B2B, and B2B2x; a global fintech leader and digital bank with operations in 20 plus countries; and a Swedish multinational clothing company described as the world's second largest fashion retailer. All three named client references are anonymized by sector and characteristics rather than identified by company name. Partnerships panel lists: Google Cloud Platform, AWS, Microsoft (as GSI, covering Azure OpenAI, Dynamics 365 CX, and Copilot), NVIDIA (Orion platform), Salesforce, Service Cloud, Agentforce, ServiceNow, Yellow.ai, Uniphore, and Knowmax. Global operations and resources panel states a customer experience headcount of 54,578, and describes delivery and innovation centers spanning 90 plus countries, with BPS delivering next-generation customer experience and back-office services by combining design, technology, and analytics across 55 plus delivery centers in 15 countries, serving 270 plus global clients in 50 plus languages. Flagship internal IP panel lists five items: TechM Orion, described as an agentic AI platform built on NVIDIA with 200 plus pre-built industry AI agents, offered as a complete services model; TechM Orion Marketplace, an AI marketplace for enterprises to discover, deploy, and govern AI agents; VerifAI, described as end-to-end GenAI validation and governance with data quality through production output and RAG-based hallucination prevention; Comviva MobiLytix, an AI-powered real-time personalization and interaction management tool; and BORN XDS, an end-to-end experience design and digital commerce capability. Source: HFS Research, 2026.

Source: HFS Research, 2026

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

A simplified version of the beach-themed three-band horizon diagram, this time without any company names. Horizon 3 (ecosystem synergy and new value creation) sits at the top, Horizon 2 (end-to-end experience transformation) in the middle, and Horizon 1 (functional transformation) at the bottom. Tech Mahindra's assigned horizon, Horizon 3, is highlighted with a purple bordered label box and the Tech Mahindra logo placed directly beside it, while the labels for Horizon 1 and Horizon 2 are shown in muted gray text to indicate they are not the provider's assigned tier. To the right, a Strengths panel lists five points. First, proactive CX redesigned across customer, agent, and employee experience simultaneously, describing Tech Mahindra's promise of preemptive CX delivery backed by a full stack spanning consulting, agentic AI orchestration, commerce, and analytics, with a go-to-market that is consulting and operations-led through BPS and platform-driven through Orion. Second, proprietary outcome economics and a domain-led agentic stack, noting that Tech Mahindra's CX business remains heavily weighted toward communications, media, and entertainment given its telco heritage, with Vector Squads and Service Tokens converting agentic delivery into auditable outcome units such as resolved disputes, completed claims, and qualified leads, and with Navixus, Orion, and D.A.H.L.I.A. forming a consulting-to-agentic-to-analytics chain grounded in communications-sector operational expertise. Third, a strong Work Reinvention model for human-AI operations, described as a conceptual model that deconstructs work, jobs, workforce, organization structure, and operating model around AI agents and humans. Fourth, an outcomes point citing two client results: for a large European insurer, a multi-agent claims triage system built on Orion cut processing time by 63%, reduced human touchpoints per claim by 51%, and delivered €12 million in annual savings; for a major UK telco, a sales journey redesign with AI coaching for 1,100 retrained advisors delivered more than £50 million in customer lifetime value at a 2.77x ROI per pound spent and 88% CSAT. Fifth, client and partner reference kudos, noting that clients consistently praise Tech Mahindra's quality of people, technology depth, and flexible, outcome-focused operating style grounded in a strong understanding of their business and industry. Below that, a Development opportunities panel lists three points. First, what HFS would like to see more of, namely more repeatable, scaled examples in BFSI, healthcare, public sector, travel, and retail beyond telco-adapted use cases. Second, next steps for development, recommending that Tech Mahindra position Work Reinvention as the enterprise change management engine that makes Orion deployments sustainable rather than treating it as a supporting framework. Third, client and partner reference critiques, noting that clients want more proactive, consistent delivery across geographies, faster execution, and a stronger partnership culture around retention, skills, and collaboration. Source: HFS Research, 2026.

Source: HFS Research, 2026

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