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For Customer Experience Professionals

The India Banking Customer Experience Index, 2018

How Indian Banks Earn Loyalty With The Quality Of Their Experience

January 2, 2019

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Why Read This Report

How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven banks that we analyzed as part of the India Customer Experience Index (CX Index). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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Table of Contents

  • Forrester's Customer Experience Index Methodology
  • HDFC Bank And ICICI Bank Lead Banking In India
  • The Keys To Achieving CX Leadership For Banking
  • Recommendations

  • Chart Your Course To CX Transformation
  • How Forrester Can Help
  • Supplemental Material
  • Related Research Documents

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