Innovator 4

Redefining customer experiences with integrated context at Lendi Group

Lendi Group

Meet Devesh Maheshwari, CTO

As Chief Technology Officer at Lendi Group, Devesh leads the technology strategy behind one of Australia’s most ambitious digital lending transformations. With deep experience in highly regulated industries, his focus is on building AI-native, customer-centric platforms that combine modern engineering, secure delivery, and measurable business impact.

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The critical challenge

To eliminate fragmented communication and lost context, Lendi Group needed to centralize every interaction into a single platform that allowed customer data to move seamlessly throughout the mortgage journey.

Their task was not simply to modernize channels. It was to move beyond a heritage broker model, where context often lived across disconnected systems, conversations, and manual processes, toward an AI-native organization where every interaction could become a usable signal.

Integrating a unified communication framework while preserving human expertise is critical because disconnected systems can cause valuable customer signals to be lost. For brokers, it causes friction. For customers, it risks less personalized support at key moments in the home loan journey.

Devesh's predictions

Predictions for the future of CX

The next big frontier in customer engagement is the transition to autonomous, real-time execution driven entirely by immediate customer intent.

That shift requires companies to move beyond static workflows and manual journey-building. Customer experience will be shaped by systems that detect intent, interpret context, and execute the next best action. By decoding customer signals in real time, platforms will optimize experiences as customer needs change. Context capture will become invisible, making transcription, summarization, and preference detection ambient capabilities. The real opportunity is not automation for its own sake; it’s giving customers a more responsive experience while giving human teams better context at the point of decision.

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Pillars of innovation

Channel fluidity

Instead of managing isolated tools, Lendi Group is building a communication architecture where SMS, voice, and chat function as a single, living thread. Customers can switch mediums without ever having to repeat their story, keeping the conversation focused on the home loan.
Contextual intelligence

Lendi Group treats the customer experience as both a human and a technical challenge. In lending, personalization is about understanding where customers are, what they need next, and how to support them in a complex journey. Using data and AI to support more contextual interactions can reduce friction, surface relevant insights for brokers, and make each customer interaction more timely and useful.
High-velocity trust

Lendi Group bridges the gap between rapid innovation and strong governance. In a regulated industry, speed only matters when paired with reliability, security, and trust. By embedding visibility and monitoring into their technology stack, they have created an environment where teams can ship new customer experiences faster while maintaining privacy and compliance.

Tips from Devesh

Best practices for CX

Design for events, not channels

Treat every customer interaction as a singular event signal. By decoupling the intent from the medium, you create a system that can catch a signal in one channel and execute the response in another. The conversation remains fluid, and the context is never lost.
Build for agentic collaboration

Architect your ecosystem so that human and AI agents operate on the same customer context. This allows AI to handle routine coordination, summarization, triage, and next-best-action support, while humans focus on judgement, empathy, and high-value execution.
Eliminate the "data fragment tax"

Before scaling AI or automation, unify your real-time data layer. Establish a single source of truth for every customer touchpoint so that your agents (human or AI) always operate with 100% situational awareness.

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"For us, this is not about solving for individual channels. It is about capturing communication events across the customer journey and turning them into usable context.

Lendi Group is not trying to build a better messaging tool. We are focused on creating a better home-owning experience. That is where Twilio plays an important role, helping us capture signals across voice, email, SMS and chat, understand customer preferences, and give our teams the context they need to act faster and more personally."

Devesh Maheshwari CTO, Lendi Group

Operational impact

Lendi Group's results with Twilio

Decreased response times

Automated workflows and unified customer context enabled agents to engage with customers quickly.
Increased customer engagement rates

Customers sent a higher volume of meaningful interactions across SMS, chat, and voice channels.
Increased conversion rates

Brokers could respond faster and with more personalized outreach based on real-time insights.