Summary
For the first time, Forrester has applied the Customer Experience Index (CX Index™) methodology to appraise how well companies in India are delivering customer experiences that create and sustain customer loyalty. This report evaluates 102 brands in 10 industries to assess the quality of CX in the world's fourth-largest economy. As India's development charges forward, clear CX leaders are already emerging in prominent industries; we examine why other industry players find themselves mired in the middle of the overall brand ranking. CX professionals at firms in India can use this assessment to benchmark their progress toward CX improvement, both internally and within their peer group, as they drive their client-centric agenda.
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