About

Customer experience is changing faster than most businesses can track. The channels customers use, the identities they bring, the expectations they carry — all of it is shifting, often quietly, in ways that don't make the headlines until something breaks.

CX Tech exists to stay ahead of that curve.

I'm Tanuj Goyal. With 10+ years of experience in digital customer experience, CPaaS, CCaaS, and customer engagement, I work at the intersection of CX and the platforms that connect businesses to their customers — spanning SMS, RCS, WhatsApp, omnichannel communications, conversational AI, and more.

The articles here aren't summaries. They're analysis — of platform changes, identity shifts, compliance pressures, and the commercial implications that follow. Written for the practitioner or leader who needs to understand not just what changed, but why it matters and what to do about it.

Connect with me on LinkedIn or follow along on X.