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For Customer Experience Professionals

The India Customer Experience Index, 2015

A Benchmark Of How Well Brands In India Use The Customer Experience To Create And Sustain Customer Loyalty

September 21, 2015

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Why Read This Report

For the first time, Forrester has applied the Customer Experience Index (CX Index™) methodology to appraise how well companies in India are delivering customer experiences that create and sustain customer loyalty. This report evaluates 102 brands in 10 industries to assess the quality of CX in the world's fourth-largest economy. As India's development charges forward, clear CX leaders are already emerging in prominent industries; we examine why other industry players find themselves mired in the middle of the overall brand ranking. CX professionals at firms in India can use this assessment to benchmark their progress toward CX improvement, both internally and within their peer group, as they drive their client-centric agenda.

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Table of Contents

  • Forrester's CX Index Shows Firms How Quality Affects Loyalty
  • Indian Firms Struggle To Deliver Even Mediocre Customer Experiences
  • More Exposure To Global Standards Of High-Quality CX Will Help
  • RECOMMENDATIONS

  • Accelerate Best Practice Adoption From The Outside In
  • Supplemental Material
  • Related Research Documents