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For Customer Experience Professionals

The India Customer Experience Index, 2020

How Brands Build Loyalty With The Quality Of Their Experience

October 5, 2020

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Why Read This Report

How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the scores of all 28 brands across four industries in the India Customer Experience Index (CX Index™) at the onset of the COVID-19 pandemic. We also unveil new 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

  • COVID-19 Affected The CX Index Results In India
  • During The Pandemic, Emotion Will Connect Customers And Brands
  • What It Means

  • How Forrester Can Help
  • Supplemental Material
  • Related Research Documents

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