About
About CX Tech
Customer experience is changing faster than most businesses can track.
The channels customers use, the identities they bring, and the expectations they carry are shifting, often quietly, in ways that don't make the headlines until something breaks.
CX Tech exists to stay ahead of that curve.
It examines how technology is changing the ways businesses connect with their customers, from the channels and touchpoints customers use to the systems and capabilities businesses need to support them.
What you'll find here
Changing customer touchpoints
How messaging, voice, email, conversational interfaces, AI, and emerging channels are changing the ways customers discover, engage with, buy from, and get support from businesses.
The technology underneath CX
The APIs, communications infrastructure, identity systems, AI, automation, and other technologies that enable these customer interactions.
The implications for practitioners
Not just what changed, but why it matters, where the challenges are, and what CX, product, marketing, and technology leaders should consider doing about it.
Who is CX Tech for?
CX Tech is written for practitioners and leaders who need to understand where customer experience is heading before the change shows up in their roadmap.
That includes people working across customer experience, product, marketing, customer engagement, and technology.
About Tanuj
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 technologies 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 changing customer touchpoints, emerging technologies, shifts in how businesses engage with customers, and the commercial implications that follow.
The goal is simple: to help you understand not just what changed, but why it matters and what to do about it.
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