Purpose-Driven Innovation: Technology as a Force for Inclusive, Sustainable Customer Experience
Every year, National Technology Day reminds us of India’s growing prowess in science and innovation. More importantly, it calls attention to the purpose behind technological advancements. Today, technology must not only solve business challenges. It must also enhance customer experience (CX), enable inclusivity, and align with long-term sustainability.
From smart energy systems to AI-powered personalization, organizations across India are setting new benchmarks. They are showing how customer-centricity and environmental stewardship can go hand in hand. Thought leaders from embedUR, Responsive, and TVS Next share their insights on the evolving role of technology in creating purposeful impact.
Making AI Inclusive and Accessible – The embedUR Vision
Rajesh Subramaniam, CEO & Founder of embedUR, highlights the need to blend technological innovation with inclusion and sustainability. His vision stresses how AI can uplift both the environment and underserved communities.
“India is steadily advancing towards a sustainable and self-reliant future, with technology driving innovation and amplifying its impact across sectors. As we dig deeper into AI and its applications, we must ensure the solutions we develop now are sustainable and inclusive, be it through smart energy grids that optimize distribution and predict demand to reduce carbon footprint; or through vision-based AI systems that help the specially abled through object recognition and speech-to-text technology.
Achieving this holistic innovation should be a part of our core philosophy which is evident in our work in edge AI and embedded technologies. Advanced capabilities should be brought closer to where data is generated not only to optimize resource utilization but also to strongly align with India’s vision of Atmanirbhar Bharat. We, at embedUR, are committed to making AI accessible and inclusive, with thoughtful consideration for ESG commitment and support for diverse communities.
The path ahead calls for a shift in perspective—where sustainability and technology are not parallel pursuits but integrated priorities. When innovation is guided by purpose, we can build a future where progress and environmental responsibility move forward together, not at odds with each other.” – Rajesh Subramaniam, CEO & Founder, embedUR
Clearly, the embedUR approach exemplifies how Edge AI—when applied responsibly—can reshape customer experiences. It can bring faster, smarter decisions while improving environmental outcomes. This combination supports India’s Atmanirbhar Bharat mission and redefines what a truly customer-first ecosystem looks like.
Responsive: Reimagining the Digital Value Chain with Purpose
While technological growth accelerates, the question remains—how can we embed sustainability into every layer of innovation? AJ Sunder, CIO & CPO of Responsive, offers a compelling answer. He emphasizes the urgency of responsible innovation at scale.
“As one of the world’s largest technology ecosystems, India has the opportunity to lead by example, embedding sustainability into the core of our digital and industrial transformation. Balancing rapid economic growth with the urgent need for sustainable development. Innovation is not just a tool; it is our imperative.
From green data centers and AI-powered energy optimization to digital public infrastructure to reduce systemic inefficiencies, we’re already witnessing innovation driving environmental and societal impact at scale. But we must go further. Businesses need to reimagine products, processes, and partnerships—infusing sustainability into every layer of the value chain.
At Responsive, we believe that the future of technology lies in its ability to solve real-world problems—intelligently, ethically, and sustainably. The future demands that we move beyond incremental improvements and embrace transformative change.” – AJ Sunder, CIO & CPO, Responsive
Through this lens, CX evolves beyond interfaces or transaction speed. It now includes environmental responsibility and ethical use of data. For customers, that means trusting companies that stand for something deeper. For enterprises, that means embedding empathy, ethics, and impact into digital transformation.
TVS Next: Crafting Human-Centered Innovation with Empathy
Innovation without empathy falls short. That’s why Vinod Krishnan, Managing Director & CEO of TVS Next, describes technology as a craft—a thoughtful response to real human needs. His perspective reinforces that customer experience must feel personal, purposeful, and lasting.
“Technology is at its best when it empowers- advancing humanity, enriching lives of consumers, and enabling enterprises to solve meaningful challenges. On National Technology Day, we reflect not just on how far we’ve come, but on how responsibly and sustainably we move forward.
At TVS Next, we see innovation as a craft—deliberate, human-centered, and responsive to change. Just as a skilled tailor works with intention, we craft solutions that are precisely aligned to the evolving needs of the people and enterprises we serve. We blend creativity with data, and human insight with AI, to stitch together pragmatic solutions. For us, tailoring growth means designing with empathy, scaling with purpose, and ensuring every outcome we create contributes to a more resilient future.
As we shape what’s next, we remain committed to technology that is not just transformative, but regenerative—solutions that support long-term growth without compromising tomorrow. Whether we’re modernizing operations or engineering intelligent digital experiences, we stay anchored in empathy, data, and responsibility.
On this day, we celebrate our people who bring ideas to life with creativity and precision. Through every solution they design and deliver, they shape our future, support our customers, and power our growth.” – Vinod Krishnan, MD & CEO, TVS Next
For TVS Next, customer success equals sustainable success. That means designing solutions not just for convenience or cost but for long-term value and trust. By weaving creativity with insight, they deliver more human, resilient, and responsive tech experiences.
Where Innovation Meets Intention
What unites these three visionary voices is not just their belief in technology—but in its power to create positive, lasting experiences. Each company has placed customer needs, sustainability, and inclusivity at the heart of their innovations.
By:
- Reducing the digital divide
- Empowering underserved communities
- Driving green infrastructure
- Creating personalized, ethical experiences
They’re moving beyond transactional CX into a world of purpose-driven customer engagement.
Final Thoughts: Celebrating the Tech Custodians of Tomorrow
On this National Technology Day, it’s clear that the future of CX will not be defined by speed or automation alone. It will be shaped by how well businesses integrate empathy, sustainability, and innovation.
As leaders like Rajesh Subramaniam, AJ Sunder, and Vinod Krishnan demonstrate, technology must always serve people—not the other way around. The solutions we build today must reflect the world we want tomorrow.
And in that vision, India is not just participating in global innovation. It is leading it with purpose.
