Designing CX for Real Life: Helo.ai at the 6th Edition CX Excellence Awards 2025

India, August 28, 2025: Most businesses agree that customer experience is crucial, yet many still juggle disjointed channels, patchy data, and the dreaded “please repeat your issue” loop. That mess frustrates customers, drains budgets, and quietly erodes brand loyalty. 

We have all felt the pain, whether from a missed delivery update or a chatbot that forgets our last chat. Persistent context gaps keep popping up and ruining otherwise great products. Thankfully, CX Excellence Awards 2025 puts the spotlight on practical fixes, and Helo.ai  by VivaConnect steps in with a blueprint that finally makes sense. 

The solution? Design CX for real life, not just for screens. At the 6th Edition CX Excellence Awards, Helo.ai will show how an AI-first platform, born from India’s most trusted AI-powered communication solutions, now unifies voice, email, RCS, SMS, and WhatsApp into one smooth conversation. Brands can keep context, personalise on the fly, and stay channel-neutral so customers never feel the seams.

Why CX excellence matters in 2025

CX has shifted from a “nice-to-have” to the core growth lever. Competition is fierce, switching costs are low, and a single poor interaction can blow up on social media within minutes. When we talk about CX excellence, we talk about sustained revenue, lower churn, and advocacy that paid ads can’t buy. Real-world turnarounds already show up to 25% uplift in lifetime value after a unified communication layer is in place.

For CMAs and senior decision makers, the pressure is higher than ever. Budgets must tie back to clear ROI. Technology investments need to show agility, security, and compliance. The Awards event filters the noise and lets attendees see who is actually moving the needle.

Helo.ai by VivaConnect: Gold Partner Spotlight

We are proud to announce that Helo.ai by VivaConnect partnered as the Gold Partner for this year’s event. Our participation wasn’t just symbolic; it highlighted our mission to power intelligent, human-like customer conversations across messaging, voice, and email.

With enterprise-grade automation, secure delivery, and hyper-personalization, Helo.ai empowers brands to craft scalable, AI-driven customer journeys that not only improve loyalty but also create meaningful connections in real time.

Inside the CX Excellence Awards 2025

Sessions that spark action

The event will host keynote sessions from renowned CX futurists who will explore AI-driven personalisation, retention playbooks, and the next wave of customer journey mapping. Live demos will highlight automation platforms that turn theory into daily practice. Attendees can walk away and apply new ideas the very next day.

People you will want to meet

Networking lounges pair CMAs with tech innovators, so strategy meets execution quickly. Whether you lead marketing for a retail chain or handle digital initiatives in a bank, you will rub shoulders with peers facing the same KPIs. Speaker previews already reveal practitioners who scaled conversational AI to millions of users without losing a human touch.

Ankit’s Vision: Designing CX for Real Life, Not Just Digital 

In a keynote that struck a chord with CX leaders, Ankit – VP Product & Engineering, challenged the industry to rethink the way customer experience is designed in the age of AI. His message was clear yet profound:

“CX should not be designed just for screens. It should be designed for real life.”

Breaking the “Digital-Only” Mindset

Ankit highlighted a crucial shift: while most brands still design journeys optimized for apps, websites, or single channels, customers themselves don’t live in silos. They start conversations on WhatsApp, pause, switch to email, and later continue on a phone call. If CX is built only for digital touchpoints, it misses the human continuity customers expect in their real lives.

The New Pillars of Real-Life CX

To bridge this gap, Ankit laid out a framework that blends AI capabilities with human-centered principles:

• Continuity Across Touchpoints

Experiences should flow like natural conversations. If a customer pauses, the brand should pick up right where things left off without forcing awkward restarts or repeated questions.

• Personalization with Memory

AI should remember the context of each interaction. Carrying forward past intent, preferences, and conversations ensures the customer feels known rather than treated like a stranger each time.

• Channel Neutrality

Customers don’t think in terms of “apps” or “platforms.” They think in terms of brands. Whether they’re on WhatsApp, RCS, SMS, or email, the tone, context, and journey must remain consistent.

• Frameworks Before Technology

Technology alone doesn’t guarantee great CX. Ankit emphasized that empathy, context retention, and continuity must guide design first, and technology then serves as the enabler, not the driver.

Human-Centered CX in Action

He further explained how platforms like Helo.ai make this vision possible: by unifying context across channels, automating intelligently, and personalizing at scale. With solutions like Helo Broadcast, brands can manage RCS, SMS, and WhatsApp under one roof, ensuring seamless journeys where customers never feel like they are “starting over.”

The Future: From Transactions to Trust

Ankit’s vision reframes CX as more than just quick resolutions or flashy technology. It’s about building trust through remembered, relevant, and effortless interactions. With AI acting as the invisible thread between digital and physical touchpoints, customer experience becomes not just smoother, but more human.

And this philosophy aligns deeply with Helo.ai’s mission: to empower enterprises to move beyond automation and toward true connection.

Principles that turn theory into practice

1. Continuity across synchronous and asynchronous touchpoints.
2. Channel neutrality. Customers talk to the brand, not the platform.
3. Centralised context. All teams see one conversation timeline.
4. Real-time handoff. Context jumps between chatbots, live agents, and channels instantly.
5. Intent plus memory. The system recalls the last interaction and moves forward, not backward. Comparison of messaging channels for real-life journeys

Comparison of messaging channels for real-life journeys

SMS works best for high-reach alerts, OTPs, and quick updates. Its key customer experience benefit is universal delivery with no data connection needed.

RCS excels at rich media notifications and interactive menus. The main CX advantage is verified sender identity and branded layout capabilities.

WhatsApp is ideal for conversational support and multimedia storytelling. It offers two-way engagement through images, voice messages, and interactive buttons as its primary customer experience benefit.

Bringing it together with Helo Broadcast

Helo Broadcast manages SMS, RCS, and WhatsApp within one console. Think of it as a traffic controller that knows every lane. When a customer starts on SMS for a delivery alert, then clicks a link to chat on WhatsApp, the conversation continues without repeating any detail. A quick demo shows how support teams see a single thread, complete with previous intents and sentiment markers.

Brands gain agility. If RCS offers richer buttons for a limited set of users, the platform falls back to SMS gracefully for others. That reach-plus-richness balance is vital in a country where smartphone capabilities vary widely.

Why decision makers and CMAs should care

• Measure ROI clearly. Helo.ai links CX excellence to revenue, churn, and NPS in one dashboard.
• Scale without chaos. Built on carrier-grade infrastructure, spikes on sale days are handled smoothly.
• Stay compliant. Data residency, encryption, and opt-out flows are baked in. 
• Reduce tool sprawl. One platform covers bulk messaging and AI chat orchestration. 
• Future-proof the stack. Open APIs let you plug in new channels as they emerge.

With marketing budgets under scrutiny, a platform that marries cost-effective bulk SMS with advanced AI conversational skills suits finance officers and brand managers alike. It ticks boxes for short-term operational savings and long-term strategic edge. An online ROI calculator can estimate payback periods using your own metrics.

Event day practicalities

The Awards take place in Aloft ORR Hotel, Bengaluru, a city that runs on coffee, code, and conversations. tech showcase. Registration includes access to keynotes, panel discussions, tech showcases, networking lunches, and the celebratory awards dinner. Early-bird passes sell out fast, so decision makers might want to reserve seats right after reading this. Hotel blocks are prepared with special rates for attendees.

Need a travel justification letter? The organisers provide a template that links session outcomes to strategic goals such as loyalty improvement, cost reduction, and data-driven decision making. Download the template and tweak it for your boss today.

The bigger picture: CX, AI, and human empathy

Technology is only as good as the empathy it enables. AI may spot patterns faster than any agent, yet brands still need a human-centred design framework. That is why sessions on ethics, bias mitigation, and inclusive language appear alongside tech showcases. After all, everyone hates a bot that shows no nuance when a customer is stressed.

Event organisers promise honest dialogues, not sugar-coated case studies. Failures, learnings, and iteration stories will share equal stage time, so you get a 360-degree view of CX transformation.

Ready to raise your CX bar?

The 6th Edition CX Excellence Awards 2025 is set to challenge assumptions, spotlight innovators, and give you the playbook for CX excellence that sticks in the real world. Whether you oversee bulk messaging budgets, craft loyalty programs, or steer an entire marketing organisation, this gathering offers the insights and partnerships you need.

Reserve your spot today, swing by Helo.ai’s demo booth, and take home practical ideas that your team can try next Monday. We will be there, coffee in hand, excited to talk about how conversations can feel as natural as chatting with a good friend.