Trends Report

The State Of CX Management In China, 2017

Build Stronger Management Capabilities To Improve Customer Experience

September 18th, 2017
Riccardo Pasto, Principal Analyst
Riccardo Pasto Principal Analyst
With contributors:
Rick Parrish , Diane Deng , Travis Wu , Michael Barnes , Kara Hartig

Summary

Chinese firms are investing more effort and resources in customer experience (CX) as a differentiator and source of market strength. This report examines the findings from our 2017 CX management maturity survey, which we fielded to business decision makers in Chinese firms and reveals the challenges to implementing a more disciplined CX management approach. We also conducted in-depth interviews with several local firms to identify best practices that CX pros can implement for each CX management competency.

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