CUSTOMER EXPERIENCE
Who is Jay Puri? The Indian-origin executive who may become Jensen Huang's successor at Nvidia
Jay Puri, a seasoned executive with Nvidia since 2005, has transitioned from his executive position to assume the role of senior adviser. With a notable academic foundation from institutions like the University of Minnesota, Caltech, and Harvard Business School, Puri has made significant contributions in various leadership roles. As discussions regarding Jensen Huang's potential succession gain momentum, Puri's credentials position him as a prominent figure.
Rs 35 lakh revenue from Rs 500 service: Two Hyderabad childhood friends built an app helping NRIs hire personal assistants in India
Two Hyderabad childhood friends, Nishant Parepalli and Shashank Veer Pothaduri, launched Shoppin in 2023. The startup connects customers in over 20 countries with personal shoppers and assistants in India. Starting at Rs 500, its services include shopping, property checks and paperwork. The company reported Rs 33 lakh revenue in FY26 and Rs 35 lakh between April and October 2026.
ET AI Awards 2027 are here: Discover if your AI innovation is ready for the spotlight of a national stage!
Celebrating the future of technology, the ET AI Awards 2027 acknowledges key innovations and leadership in AI from various industries in India. With an impressive array of over 40 categories, these awards emphasize the importance of AI developments by startups, SMEs, and large enterprises, offering a valuable stage for recognizing their contributions to the AI ecosystem.
Hundo Pizza raises Rs 7.5 crore in first funding round led by Titan Capital
Founded in 2020, the brand is shifting towards expansion and enhancing its operational infrastructure. The company aims to achieve an annualised revenue run rate of Rs 60 crore by FY 2027–28.
Air India makes tangible progress in transformation, but turnaround will take time: Singapore Airlines
Air India is making progress in its multi-year transformation, focusing on customer experience and operational improvements. Singapore Airlines reported lower losses from associated companies, primarily Air India, aiding financial performance. The airline group faced challenges due to elevated jet fuel prices impacting profitability during the first half. Despite this, Singapore Airlines reported improved performance in the second quarter amid record revenues.
Beyond Business: The Leadership Philosophy of T. Kishan Singh
T. Kishan Singh highlights the influence of his father's dedication on his professional journey in the paper industry. He stresses the role of sustainable practices and customer relationships for long-term business success. Health and fitness are prioritized as essential elements for effective leadership and overall well-being. Singh shares that consistency and resilience are vital in navigating challenges, both personally and professionally.
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Sumit Shrivastava: From Inspiring People to Building Destinations — The Vision Behind DNA Ventures’ $100 Million Ambition
Sumit Shrivastava reflects on his real estate career, underscoring the importance of understanding clients for achieving success. He notes the transition of the Indian market towards well-planned communities and lucrative investments. Balancing work with personal wellness is a priority for him, and he encourages others in the industry to consider health as foundational to their accomplishments. Sustainable practices are vital for long-term success in both their careers and personal lives.
ET AI Business Transformation Masterclass heads to IIM Bangalore to decode enterprise AI adoption
The AI Business Transformation Masterclass & Awards 2026 at IIM Bangalore will feature leaders from IndusInd Bank, PhonePe, PepsiCo, Shadowfax, Myntra, Shopify, NVIDIA and other organisations. Sessions will cover agentic AI, voice technology, supply chains, contextual commerce and physical AI, followed by the ET Most Innovative AI Product Awards 2026.
UAE launches digital ATA Carnet system, becoming first country outside Europe to adopt paperless customs process
The United Arab Emirates (UAE) has launched the eATA Carnet system, becoming the first country outside Europe to adopt the digital customs facility. Rolled out on November 9, 2026, with support from Dubai Chambers, the system allows businesses to process temporary imports and exports electronically using digital declarations and QR codes.
OpenAI to discontinue old ChatGPT voice modes from Dec 11; users to shift to live voice mode
OpenAI will discontinue the Advanced and Standard voice options in ChatGPT from December 11 this year, moving users to its newer Live voice mode as the company looks to simplify the voice experience and focus on improving its latest technology.
Rippling steps up AI hiring in India, looks to expand enterprise push
The firm is hiring principal engineers, senior staff engineers and senior directors among others as the lab focuses on developing core components of Rippling’s global AI platform, Parandekar told ET in an exclusive interaction.
AI pushes B-schools to rethink curriculum, skills and leadership training
Artificial intelligence is reshaping management education, prompting business schools such as IIM Kozhikode, IIM Lucknow, ISB and BITSoM to overhaul MBA programmes. The changes include integrating AI across subjects, requiring students to build AI agents, introducing specialised courses and labs, and placing greater emphasis on judgement, ethics and responsible decision-making.
When every bank has an app, what actually makes digital banking different?
With UPI resetting customer expectations, the real differentiator in digital banking is no longer having an app, but how seamlessly it brings payments, savings, investments and credit together in one place.
India’s product landscape is changing: Which products are setting the benchmark across technology, finance, and consumer markets?
The ET Product of the Year Awards 2026 showcase India's rapidly growing product ecosystem by honoring groundbreaking innovations across diverse sectors such as enterprise technology, financial services, and consumer markets. These awards place emphasis on products that have made a significant market impact, gained customer adoption, and demonstrated exceptional innovation, motivating companies to present their tangible successes and contributions to the industry.
ET F&B Conclave North India 2026: Celebrating the leaders, innovators and iconic brands shaping India's hospitality industry
ET Food and Beverage Conclave North India 2026 was recently held in New Delhi to honor industry achievers. Prominent restaurateurs, hospitality leaders, and entrepreneurs attended to discuss evolving trends in the F&B sector. Various panel discussions focused on dining preferences and the global potential of Indian restaurant brands. Awards were presented to women leaders, F&B business leaders, and notable restaurant brands.
BPO jobs on a seesaw as bots call the shots
Voice AI is driving call centres even as hiring grows, but the shift towards complex tasks leaves freshers scrambling for a new career ladder.
Linguistic barriers & legacy tech slow India’s VoiceAI shift
India’s broader conversational artificial intelligence market, spanning voice and text-based applications, is estimated at $500-550 million and has an addressable opportunity of about $4 billion over the next decade, growing at 23-25% annually, Deloitte India estimates.
Disney, Adobe to co-develop custom AI models tailored for media giant
The move, announced Monday, will start with speeding up project development timelines at Disney's Experiences division, home to its global theme parks, resorts and cruise lines, and for concept exploration at StudioLAB, the innovation hub within Walt Disney Studios.
Sarvam names Google Cloud India head Sashikumar Sreedharan as president & chief business officer
Sashikumar will additionally join Sarvam's board of directors. He will lead the company's business across enterprises and government, while expanding its engagement with digital-native companies, developers and partners.
Just days before turning 13, teenager started a tomato business; now grows 7,000 plants and has customers as far as Australia
At 14, Jacob Mann has turned a childhood gardening interest into The Tomato Cart, a business that began with a homemade bicycle trailer and now grows up to 7,000 tomato plants a year. From selling seedlings at local markets to shipping merchandise to Australia, his journey began just days before his 13th birthday.
Airlines go premium as demand for business-class seats outpaces economy
Since 2020, airlines have increased the number of premium seats significantly to meet growing consumer demand. Airlines are adopting strategies to enhance premium offerings, including gourmet meals and exclusive lounges. This focus has resulted in premium products generating substantial ticket revenue. Various airlines are implementing new options, such as Economy Plus and first-class services.
Companies want AI-powered customer service; EY says they need a bigger reset
Adopting artificial intelligence tools alone is insufficient for companies aiming to enhance customer service operations. They need to redesign their operating models and workforce capabilities, as highlighted in an EY report. Assessing existing operations and identifying gaps are crucial first steps in this transformation process. Additionally, integrating AI into existing systems is necessary to drive measurable business outcomes and improve customer experiences.
Kaju katli went dark chocolate, peda fell for coffee & boondi turned into tart: Diwali mithai is rewriting its own recipe
India's festive mithai market is getting a contemporary makeover as sweet makers combine traditional flavours with chocolates, biscuits, pastries and other modern formats. From coffee hazelnut peda and rose-orange kaju rolls to kalakand Biscoff and kesar kulfi-inspired chocolate bars, brands are experimenting with familiar Indian sweets to attract younger consumers and premium gifting buyers. Bombay Sweet Shop, Dzurt and Sage & Saffron are among the businesses seeing growing interest, although fusion mithai remains a small niche in India's larger sweets market.
IndusInd Bank customers can now send money abroad in 123 currencies through J.P. Morgan tie-up
IndusInd Bank has teamed up with J.P. Morgan Payments to elevate their outward remittance capabilities. This partnership enables customers to transfer money globally in 123 currencies with local-currency settlements. By integrating the Xpedite solution, the bank aims to simplify international transactions and plans to enhance online and mobile banking offerings for a more user-friendly experience.
Rs 35 to Rs 111 crore: Udupi boy who washed utensils in Mumbai at 13, now owns 15 restaurants
From arriving in Mumbai with just Rs 35 at the age of 13 to building a restaurant business with Rs 111.45 crore in annual revenue, Narayan T Pujari's journey is remarkable. The Karnataka native once washed utensils and cleaned floors to survive. Today, his Shiv Sagar brand operates around 15 restaurants across India.
Stop AI from Eroding Your Brand
Artificial intelligence is changing how companies operate and how customers experience their brands. New research suggests that companies with lower levels of “brand debt”—the trust, relevance, and consistency lost when products, experiences, and decisions drift away from customer expectations—are significantly more likely to outperform their peers. Drawing on a benchmark of 60 companies and lessons from Bose’s digital transformation, the lessons here are that managing brand debt should become an enterprise-wide priority rather than a marketing exercise. As AI increasingly shapes customer interactions, companies that manage brand debt deliberately will be better positioned to strengthen trust, sustain growth, and preserve competitive advantage
AI deployment accelerating, but enterprises becoming more discerning: Freshworks CEO Dennis Woodside
The Nasdaq-listed software-as-a-service (SaaS) company reported a 14% year-on-year increase in revenue to $245.4 million for the July-September quarter, marginally ahead of its guidance. Net profit stood at $18.3 million, compared with a loss of $4.7 million in the year-ago period.
Freshworks crosses $1 billion ARR as enterprise push lifts growth
Revenue for the July-September quarter rose to $245.4 million from $215.1 million a year earlier. Net profit stood at $18.3 million, compared with a loss of $4.7 million in the year-ago period. Its non-GAAP operating margin expanded to 29.8% from 21% a year earlier, while adjusted free cash flow increased 29% to $73.9 million.
V-Mart appoints Varin Agarwal as merchandising head
V-Mart Retail has appointed Varin Agarwal as the new head of merchandising effective November 3, 2026. The appointment follows the company's recent financial report, which shows a net loss of Rs 16.34 crore for the September quarter. Agarwal previously served in a leadership capacity at US Mobile, contributing to significant revenue growth and improving customer experiences.
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