Trends Report

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 21st, 2015
Ryan Hart, null
Ryan Hart
With contributors:
Ashutosh Sharma , Vikram Sehgal , Frederic Giron , Roxana Strohmenger , Alice Ma , Bill Nagel

Summary

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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