The State Of Customer Experience Management In China, 2013

November 13th, 2013

Samantha Jaddou

With contributors:

Harley Manning , Carla O'Connor

Summary

Companies need to become customer-obsessed to win Chinese consumers, as the Chinese economy slowly becomes consumption-based. To help achieve that goal, this report sheds light on the current state of customer experience management (CXM) in China, using survey data we collected from companies in industries as diverse as retail, computer and electronics, manufacturing, consumer packaged goods, software, and transportation. Customer experience professionals can leverage the insights in the report to identify the CXM practices they need to adopt or master or to justify requests for more funding, resources, and support from senior leadership.

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