Summary
For the first time, Forrester has applied the new Customer Experience Index (CX Index™) methodology to appraise how well companies in China are delivering customer experiences that create and sustain customer loyalty. This report evaluates 60 brands in five industries to assess the quality of CX in the world's largest economy. It shows clear leaders emerging in prominent industries once we add key loyalty elements to the mix and investigates why this causes other players to slip toward the middle of the overall brand ranking. CX professionals at firms in China can use this assessment to discover how to improve the CX their companies deliver.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.