Summary
The 2016 Customer Experience Index (CX Index™) data for China is in, and what it reveals is surprising. The most comprehensive CX survey of its kind in China, this year Forrester's CX Index methodology takes a deeper look at fewer brands, surveying more customers to evaluate how well each brand's CX strengthens the loyalty of its customers. While some individual leaders held their positions, entire industries moved up, driven by online-to-offline (O2O) strategies. CX pros in China can use this assessment to benchmark the quality of their CX against their peers in the market and ultimately improve the CX that they deliver.
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