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For Customer Experience Professionals

The Unified Digital Customer Experience Imperative In India

Complex Customer Engagement Mandates Unifying Digital Experiences

February 19, 2015

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Why Read This Report

India boasts a growing digitally active population. Booming device usage means that digital users are increasingly adopting a multiscreen approach, often leveraging multiple devices to accomplish a single task. In such a scenario, unifying experiences across all touchpoints is a key success factor for organizations. For this report, we examined the experiences offered by the websites and mobile applications of leading brands in consumer-driven inadustries such as online retail, travel and aviation, and logistics. Customer experience (CX) professionals can leverage this analysis to understand the practices essential to success and identify strategies for building a robust, unified CX business foundation.

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Table of Contents

  • Digital Customer Engagement In India Is Growing In Complexity
  • Unifying The Customer Experience Across Channels Is Key To Success
  • RECOMMENDATIONS

  • Institute A Structured Design Process To Drive Unified CX
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