Exclusive Interview with Mr. Vikas Garg – CTO at Kapture CX: Revolutionizing Customer Experience with AI-driven Solutions
In a recent exclusive interview with Mr. Vikas Garg, the CTO of Kapture CX, CXOtoday delved into the journey of Kapture CX and the specific challenges in customer experience that the company is addressing with its technology.
Kapture CX started its journey in 2014 as Kapture CRM, focusing on industry-specific customer relationship management solutions. Over the years, the company evolved and rebranded itself as a dedicated CX platform in 2018. The key realization that customer support operations were underserved led to the development of highly tailored, vertical-specific solutions that enhance end-to-end customer journeys with a focus on improving support operations.
The company’s expansion into international markets in 2022 and subsequent funding rounds have fueled its growth and innovation. Kapture CX has seen significant revenue growth and launched groundbreaking features such as voice bots, Self-Service 2.0, Auto QA, and Gen AI-powered solutions. The company’s commitment to innovation and transforming customer support into a competitive advantage has been driving its success.
Kapture CX’s AI-driven platform differentiates itself in the competitive CX technology landscape through verticalization for industry-specific solutions, Gen AI at the core, and scalability, security, and customization features. The company’s focus on delivering personalized, efficient, and scalable solutions sets it apart from other vendors.
Generative AI has enabled businesses to achieve better CX outcomes with Kapture’s platform, with examples showcasing significant improvements in customer satisfaction, handling time, and operational efficiency. The company’s emphasis on empathy-driven AI, hyperpersonalization, and bots designed for connection ensures humanization remains a key aspect of customer interactions.
Looking ahead to 2025, Kapture CX is positioning itself to address top technological trends in CX, such as generative AI, unified and predictive CX, hyperpersonalization, and proactive engagement. The company is at the forefront of voice-first technologies and envisions voice bots and Generative AI playing a crucial role in reshaping customer interactions across industries.
To overcome integration challenges when adopting voice bots and AI-powered self-service tools, Kapture CX recommends choosing a unified platform, leveraging APIs, starting small and scaling gradually, prioritizing data quality, and collaborating cross-functionally. The company places a strong emphasis on data privacy and security, ensuring end-to-end protection of customer data while leveraging AI.
Kapture CX helps clients quantify and maximize ROI from their customer experience investments through cost optimization, improved customer retention, enhanced operational efficiency, revenue growth, and clear financial metrics for decision-making. The company also delivers unquantified benefits that drive long-term success for businesses.
In a rapidly changing CX technology landscape, Kapture CX is planning to evolve its platform by focusing on native AI-first expansion, voice-first ecosystems, breaking silos with unified CX, transforming contact centers into value creators, and ensuring sustainability in CX operations. The company is committed to leading the way in delivering transformative customer experiences through innovation and strategic advancements in technology.
