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For Customer Experience Professionals

The India Customer Experience Index, 2016

The Customer Experience Of Brands In India Improves, But More Remains To Be Done

November 2, 2016

Why Read This Report

As the focus on customer experience (CX) in India grows, brands are increasing their investments and efforts to provide customers with higher-quality experiences. Despite this, our inaugural Customer Experience Index in 2015 showed that many brands provided poor to mediocre CX. Our 2016 survey of Indian consumers provides the latest in-depth view of the CX quality that 72 brands in India deliver. CX pros at firms in India can use this to discover which industries and companies are providing the best CX in India and how to improve the CX their firms deliver.

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Table of Contents

  • Brands In India Across The Board Have Improved Their CX
  • Financial Services Remains On Top; PC Manufacturing Joins It
  • Traditional And Digital-Only Retailers Improve Their CX Significantly
  • Foreign Brands In India Offer A Road Map To Improvement
  • Recommendations

  • There Is Room For CX Growth, So Seize The Opportunity
  • Supplemental Material
  • Related Research Documents

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