Building a Smarter Future: How CX and Technology Go Hand-in-Hand to Build Smarter and Inclusive Tech for CX
On National Technology Day 2025, industry leaders emphasize not only the power of innovation but also the growing significance of Customer Experience (CX) in shaping how technology serves humanity. In an era defined by digital transformation, companies that prioritize responsible innovation and inclusive experiences are leading the way.
Two key voices from the tech industry, Sooraj Balakrishnan, Associate Director & Head of Marketing, Acer India, and Ram Meenakshisundaram, Chief Technology Officer, Virtusa Corporation, reflect on how technology can become a driver for sustainability, digital inclusion, and customer-centric progress.
“On National Technology Day, we celebrate India’s incredible journey in science and technology, a story of innovation, resilience, and a united vision for progress. At Acer, we see technology not just as tools, but as a powerful force that connects aspirations with real-world outcomes. Our mission is empowering youth, nurturing creativity, and driving digital inclusion. We believe the future belongs to those who can innovate responsibly and inclusively. Sustainability is integral to our approach; we are committed to advancing technology and supporting people and the planet. Today, we honor every innovator whose contributions, big or small, shape our collective future. Let us continue leveraging technology to build a smarter, greener, and more inclusive world for all.” — Sooraj Balakrishnan, Associate Director & Head of Marketing, Acer India.
Customer Empowerment
This quote from Sooraj Balakrishnan emphasizes how customer empowerment, particularly among youth, drives Acer’s approach. By focusing on creativity and inclusion, Acer recognizes that meaningful technology must deliver more than functionality. It must create experiences that matter, especially for customers seeking purpose, accessibility, and sustainability.
Notably, Sooraj’s emphasis on “technology as a force that connects aspirations with real-world outcomes” highlights a core tenet of modern CX—that products and services must resonate with user goals. Today’s customers expect more than performance; they seek experiences that align with their values. Hence, Acer’s mission includes fostering digital inclusion and sustainable innovation, which directly enhances user trust and brand loyalty.
Furthermore, CX now demands a strong environmental and ethical backbone. Acer’s strategy reflects this shift by embedding sustainability into its technological roadmap. As customers grow more aware of the impact of their choices, brands that promote ecological responsibility inevitably earn higher emotional loyalty.
On the other hand, Ram Meenakshisundaram brings attention to how enterprise-level technology can reshape operations while keeping CX at the center.
“On National Technology Day 2025, we celebrate the power of technology to build a more sustainable and responsible future. At Virtusa, we focus on harnessing cutting-edge innovation to solve today’s most pressing business and environmental challenges. Platforms like Helio and solutions like Accello exemplify this—enabling smarter, AI-led decision-making and driving operational transformation across industries. By advancing capabilities in AI, cloud, and data analytics, we empower organizations to enhance efficiency and sustainability. We remain committed to using technology as a force for positive change and a catalyst for long-term impact.” — Ram Meenakshisundaram, Chief Technology Officer, Virtusa
CX in B2B Tech Space
In this quote, Ram underlines a crucial truth: CX in the B2B tech space is equally important and often more complex. With solutions like Helio and Accello, Virtusa empowers its customers—primarily enterprises—to embrace digital transformation with clarity and confidence.
Moreover, intelligent platforms that use AI, cloud, and analytics can dramatically improve user satisfaction by streamlining operations, minimizing downtime, and offering predictive insights. As a result, CX in enterprise tech is now less about user interfaces and more about user success. Clients measure experience by how well the technology solves their unique pain points. Therefore, Virtusa’s commitment to long-term impact through sustainable transformation stands out as a model for purposeful innovation.
While both leaders come from different segments of the tech industry—Acer serving end-users and Virtusa serving businesses—their philosophies converge on one powerful idea: Technology must empower people, solve real problems, and leave a lasting, positive impact.
Why CX is Central to National Technology Day
National Technology Day is a time to reflect on progress. However, it is also an opportunity to assess how technology can continue to serve its most important stakeholder—the user. Whether the user is a student seeking affordable devices, or a corporation investing in AI platforms, the customer’s experience must guide the innovation roadmap.
Many brands today realize that delivering great technology is no longer enough. They must also communicate value, offer transparency, and build trust at every touchpoint. Consequently, listening to customers, like Acer does to young users, or solving for their future challenges, as Virtusa does for enterprises, becomes the key differentiator.
Moreover, sustainability, inclusion, and responsible development are no longer optional extras. These are now critical elements of the experience customers expect from technology providers. Brands that prioritize these elements earn not only market share but also long-term loyalty.
The Path Forward: Responsible Innovation + Human-Centered CX
Looking ahead, CX will continue to evolve. However, its foundational principles will remain: empathy, responsiveness, and impact. Brands that combine these with cutting-edge innovation will continue to create value for both people and the planet.
On National Technology Day, the stories from Acer and Virtusa remind us that every click, decision, and interaction matters. When organizations embed CX into their innovation DNA, they build not just products—but partnerships.
Let us take inspiration from these leaders and continue shaping a smarter, more compassionate, and future-ready world—one meaningful experience at a time.
