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For Customer Experience Professionals

The State Of CX Management In India, 2017

Enhance Customer Experience Competencies To Differentiate And Break Away From Peers

January 17, 2018

Why Read This Report

Organizations that want to reliably provide a great customer experience (CX) must master CX management. Firms with mature CX management perform key activities across the six essential competencies of CX management with discipline. How well did Indian firms manage their CX in 2017? To answer that question, we surveyed 58 professionals in India about the CX practices at their organizations. This report analyzes the survey results and identifies the obstacles and opportunities facing CX pros in India.

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Table of Contents

  • Indian Firms Appear To Do A Lot Of CX Management . . .
  • . . . But A Deeper Look Shows That Most Firms Don't
  • Recommendations

  • Improve CX Competencies With An Eye On Long-Term Transformation
  • Supplemental Material
  • Related Research Documents

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