Customer 360 is the unified view of a customer across every channel and touchpoint a business operates: marketing engagement, sales activity, product usage, support history, billing status, social mentions. The goal is one identity, one history, one record that every customer-facing team can reference.
The implementation is harder than the marketing pitch suggests. A real Customer 360 requires: identity resolution across channels (the email on the web sign-up = the phone on the WhatsApp inbound = the SSO ID on the app), event stream unification (every channel reports to one event log), profile reconciliation rules (which source wins when fields disagree), and downstream activation (the unified profile is available where decisions get made -- inside the CRM, the CDP, the marketing-automation platform).
For Indian enterprises in 2026, the CDP (Segment / RudderStack) is usually the home of the Customer 360 record. CRM (HubSpot / Salesforce) holds the sales + service slice; the marketing automation platform holds the engagement slice; the warehouse (Snowflake / BigQuery) holds the historical analytics slice.