Best Practice Report

Journey Mapping Must Keep Up With Customer Expectations In A Rising Economy

Indian Firms Should Follow Global Best Practices To Address Journey Mapping Shortcomings

January 1st, 2018
Amit Bhatia, null
Amit Bhatia
With contributors:
Ashutosh Sharma , Frederic Giron , Michael Barnes , Ryan Hart , Arnav Gupta , Bill Nagel


India’s economy is among the world’s fastest-growing today. Indian customers are becoming more demanding and more empowered with technology. Understanding customers’ evolving needs is critical for improving the customer experience (CX) and winning market share. This report analyzes the current state of customer journey mapping practices in India and identifies global best practices that Indian firms should adopt. CX professionals focused on the Indian market can use this information to improve their journey mapping practices and better serve empowered customers.

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