India’s IT-BPM sector is heading into 2026 with momentum after a year in which companies stepped up investments in advanced technologies and, crucially, in workforce skills, Vertex Group Founder and President Gagan Arora said.
Arora said 2025 was not just another waypoint in technology adoption but a “launchpad” for the next phase of digital transformation in India’s IT-BPM industry, one that demanded conviction alongside agility.
While technologies such as AI dominated headlines, Arora said the deeper change was playing out inside organisations as service providers focused on preparing talent for evolving client needs.
He said firms invested heavily in upskilling and reskilling professionals across cloud, cybersecurity, data science and customer experience, reflecting a shift in what global customers expect from IT and business process partners.
“Digital transformation is as much about people as it is about technology,” Arora said.
He added that customer experience emerged as a core differentiator in 2025, with IT-BPM providers using AI, advanced analytics and omnichannel platforms to reshape how they engage with end users.
That included more personalised interactions and predictive support models designed to resolve issues faster and anticipate customer needs rather than reacting after problems occur.
IT-BPM revenues to touch $350 billion by 2026
Arora said industry numbers reflect the scale of change, citing IT-BPM revenues crossing $254 billion in 2025 and projections pointing to $350 billion by 2026. He said the sector is entering the new year “choosing acceleration over caution”.
He also argued that value in IT-BPM is increasingly being judged not by transaction volumes but by measurable business impact, as clients push vendors to deliver outcomes such as improved conversion, lower churn, faster turnaround times and higher operational resilience.
Looking to 2026, Arora said the most enduring legacy of 2025 may be a mindset shift, with the industry moving from responding to disruption to shaping how organisations adopt digital operating models.
He said the next phase of transformation is likely to be defined by resilience, reinvention and a stronger focus on excellence as companies worldwide intensify investments in modernisation and customer-centric delivery.
