Global IT leader Infosys has announced the launch of its new Customer Experience Suite for Salesforce, a comprehensive AI-enabled platform designed to help enterprises accelerate digital transformation, enhance marketing automation, and adopt next-generation agentic AI across customer-facing functions.
The suite, built on Salesforce’s platform, integrates Infosys’ AI-first capabilities with Salesforce’s Customer 360 ecosystem to enable intelligent, data-driven engagement across marketing, sales, and service workflows. The initiative underscores Infosys’ continued focus on embedding artificial intelligence across its enterprise offerings to deliver superior customer experience outcomes.
According to the company, the newly launched suite combines AI-driven personalization, predictive analytics, and workflow automation to help organizations unify customer data, automate marketing decisions, and enhance operational efficiency. The offering is part of Infosys’ broader strategy to align with enterprise clients’ growing need for AI-powered, omnichannel customer engagement systems.
Announcing the launch, Ravi Kumar S, President and CEO of Infosys, said that the company’s latest offering represents a critical step forward in enabling “connected, contextual, and intelligent customer experiences.” He emphasized that as businesses increasingly adopt Salesforce Cloud for customer relationship management, the integration of Infosys’ AI capabilities will allow them to move from reactive engagement to predictive and proactive decision-making.
“By bringing our AI-first approach to Salesforce customers, we aim to help enterprises maximize return on experience, not just return on investment,” Kumar said.
The Customer Experience Suite includes pre-built industry accelerators and frameworks tailored for sectors such as retail, manufacturing, telecom, and financial services. These components help businesses reduce deployment timelines while ensuring scalability and compliance.
A major differentiator of Infosys’ solution lies in its Agentic AI layer, which empowers enterprises to deploy autonomous agents capable of performing repetitive customer service and sales tasks with minimal human intervention. These agents are designed to work alongside marketing teams to optimize lead management, forecast sales, and recommend next-best actions in real time.
Infosys stated that the suite leverages its proprietary Topaz AI platform, enabling integration with generative AI tools for conversational analytics, automated campaign generation, and customer sentiment analysis. This integration allows marketing and customer experience teams to rapidly create personalized campaigns, draft targeted communications, and predict customer needs based on behavioral insights.
“Organizations today need AI solutions that don’t just respond to customer actions but anticipate them,” said Karmesh Vaswani, Executive Vice President and Global Head of Customer Experience at Infosys. “Our partnership with Salesforce brings together the best of cloud, AI, and experience design to help clients reimagine every stage of the customer journey.”
Through the new suite, Infosys aims to support clients in scaling hyper-personalization initiatives—using AI to tailor experiences at every customer touchpoint while ensuring brand consistency and data security. This includes real-time content recommendations, intelligent pricing, and AI-assisted support to improve both acquisition and retention rates.
Industry experts believe the move could help Infosys further strengthen its position as a preferred Salesforce consulting and implementation partner. The company already has one of the largest Salesforce-certified workforces globally and has been steadily expanding its offerings around AI-infused customer experience transformation.
The launch comes amid growing enterprise demand for Agentic AI systems, which combine generative models with automation capabilities to execute context-aware business actions. These systems are increasingly seen as key to enabling real-time decision-making and operational resilience in fast-changing market environments.
According to Infosys, the Customer Experience Suite has been designed to help organizations transition smoothly from traditional data workflows to AI-native operations. Its modular architecture ensures flexibility—allowing clients to adopt specific components, such as AI marketing analytics or service chatbots, based on business priorities.
In addition, Infosys’ implementation model offers AI governance and ethical use frameworks, ensuring transparency and compliance with global data protection standards. This focus on responsible AI deployment aligns with Infosys’ commitment to promoting human-centric innovation.
The suite also supports integration with third-party systems, enabling seamless synchronization across CRM, ERP, and analytics platforms. This interoperability is aimed at helping businesses achieve a unified customer view while reducing silos between departments.
Salesforce executives welcomed the collaboration, noting that Infosys’ AI-first expertise complements Salesforce’s strategy to make AI accessible across every business process. Together, the companies are positioning the platform as a turnkey solution for enterprises seeking to modernize customer engagement.
As AI adoption accelerates across marketing and sales functions, companies are increasingly looking for end-to-end platforms that combine intelligent insights with practical execution. With this launch, Infosys joins other global tech leaders in redefining enterprise CRM through AI-native architecture and autonomous agent integration.
Infosys has also committed to continuous enhancement of the suite, with future updates expected to include voice-based AI agents, predictive service orchestration, and real-time marketing optimization tools.
The company’s investments in AI, particularly through Infosys Topaz, reflect a broader strategic vision to help enterprises transition toward what it calls “AI-powered enterprise operating models.” Through its collaboration with Salesforce, Infosys is not only expanding its service portfolio but also reinforcing its role in shaping the evolution of enterprise AI ecosystems.
Industry observers note that this launch could drive further partnerships between large technology firms and AI innovators, particularly in the field of agentic automation, which is expected to become a major growth segment within the next two years.
For Infosys, the integration of AI into customer experience solutions marks another milestone in its journey toward becoming a globally recognized AI-first enterprise partner, focused on delivering intelligent, ethical, and scalable technology solutions for the digital economy.