Main Takeaway: By uniting Uneecops’ AI and analytics expertise with TechMatrix’s Salesforce prowess, this deal creates a unified CX ecosystem primed for rapid, data-driven growth across India, APAC, and MEA.
A Transformative Partnership with CX at Its Core
Initially, Uneecops and TechMatrix embarked on this collaboration to simplify digital transformation. Soon thereafter, they unveiled a powerful AI-enabled CRM and analytics stack. Moreover, they aligned their offerings to empower enterprises of every size. Consequently, customers will benefit from seamless data flow, personalized experiences, and autonomous decision-making.
Ketan Jain, Executive Director at Uneecops Group, emphasized that combining Salesforce strengths with Tableau and AI will unlock new CX possibilities. Similarly, Dharamvir Sharma, TechMatrix’s Founder & MD, highlighted their shared commitment to intelligent, people-centric solutions. Together, both leaders underscored a vision of enterprises that anticipate and adapt to evolving customer needs in real time.
Customer Experience in the Next Decade
Customer expectations now span every touchpoint. Indeed, CX converges marketing, sales, and service into a single journey. Notably, companies that lead in CX outperform peers by up to 80% and earn higher loyalty scores¹. Consequently, the demand for integrated platforms continues to rise.
Furthermore, the global CRM market is projected to exceed USD 112 billion in 2025, growing at a 12.8% CAGR¹. Likewise, the AI in CRM segment will reach over USD 11 billion in 2025, reflecting AI’s pivotal role in enhancing customer interactions¹. Thus, enterprises seek partners who can deliver end-to-end AI, CRM, and analytics roadmaps.
Driving Growth Across India, APAC, and MEA
Through this acquisition, both organizations will leverage their strong Indian client base. Additionally, they will expand into APAC and MEA markets, supported by joint Centers of Excellence. These CoEs will accelerate applied AI adoption, industry accelerators, and cross-platform data integration. As a result, businesses can scale operations faster and deliver hyper-personalized experiences at every customer touchpoint.
Transitioning from regional to global, Uneecops and TechMatrix will address high-impact industries such as BFSI, automotive, manufacturing, retail, and healthcare. By tailoring solutions to industry nuances, they will help clients develop agentic organizations—entities capable of autonomous decision-making and resilient growth.
CX Implications of Integrated AI and CRM
First, unified AI-driven analytics will enable real-time sentiment analysis and next-best-action recommendations. This approach transforms reactive support into proactive engagement. Second, seamless integration of Salesforce and Tableau will streamline workflows for sales, marketing, and customer success teams. Third, data orchestration across platforms will break down silos, ensuring consistent experiences across channels.
Moreover, enterprises will accelerate time-to-value by leveraging prebuilt accelerators and templates. For instance, analytics dashboards can rapidly surface customer churn risks. Simultaneously, AI agents can automate routine service inquiries, freeing human agents to focus on complex, high-touch issues.
Strategic Advisor Role of Iliant Capital
Iliant Capital’s advisory on this deal underscores the strategic financial alignment behind the partnership. Their expertise in technology M&A helped structure a transaction that maximizes value for both firms. Consequently, Uneecops and TechMatrix secured a majority stake arrangement that preserves agility while enabling significant resource pooling.
Market Context and Industry Trends
Enterprise AI adoption is accelerating rapidly. In fact, CIOs anticipate AI budgets to grow by about 75% over the next year². This expansion reflects the shift from pilot projects to customer-facing AI use cases. Meanwhile, digital CX trends emphasize a human-centric design that balances technological innovation with empathetic interactions³.
Notably, the top five CX trends for 2025 include AI agents, data-driven personalization, omnichannel integration, workforce evolution via low-code platforms, and immersive technologies³. Hence, the new Uneecops–TechMatrix ecosystem aligns perfectly with these priorities.
Building Agentic Organizations
Ultimately, the goal is to foster agentic organizations—businesses that learn, adapt, and act autonomously. Through AI-driven insights, these organizations can identify emerging customer needs and pivot offerings swiftly. As a result, they gain resilience against market disruptions and build deeper customer trust over time.
Furthermore, by democratizing AI and analytics tools, Uneecops and TechMatrix will empower business users. They can independently craft dashboards, configure AI models, and execute transformation initiatives. This democratization accelerates innovation cycles and nurtures a culture of continuous improvement.
Future Outlook and Conclusion
Looking ahead, this partnership promises sustained CX excellence over the next decade. Enterprises will benefit from:
- Integrated AI, CRM, and analytics workflows that streamline every customer touchpoint.
- Prescriptive insights that drive proactive engagement and loyalty.
- Scalable industry accelerators for rapid deployment across sectors.
In conclusion, Uneecops Group’s majority acquisition of TechMatrix Consulting marks a turning point. By uniting AI, CRM, and analytics capabilities, the collaboration addresses today’s CX challenges while anticipating tomorrow’s opportunities. Consequently, enterprises across India, APAC, and MEA can embark on a seamless journey toward agentic, customer-obsessed futures.
