Trends Report

Indian Organizations' Digital Customer Experience Foundation Is On A Weak Footing

Strengthen The Business Foundation To Boost Digital Engagement

November 19th, 2014
Nupur Singh Andley, null
Nupur Singh Andley
With contributors:
Frederic Giron , Manish Bahl , Michael Barnes , Harley Manning , Abhinav Dhruwa

Summary

Broader telecom network and service coverage and increased smartphone penetration have contributed to the growth of Internet usage across India. This growing population of digital customers is prompting organizations to focus on driving customer experience (CX) investments across digital engagement channels. However, gaps in digital engagement business structure are hindering CX project success. This report helps CX professionals identify those gaps and provides recommendations for more effectively aligning a digital customer engagement framework with digital CX goals.

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