Trends Report

The India Customer Experience Index, 2019

How Brands Build Loyalty With The Quality Of Their Experience

September 19th, 2019
With contributors:
Ashutosh Sharma , Rick Parrish , Michelle Yaiser , Harley Manning , Ben Salamin , Sukriti Dangi , Bill Nagel

Summary

How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 39 brands across six industries in the India Customer Experience Index (CX Index™). A staggering 33 of 39 brands delivered good CX, up from 19 last year, while 4 brands demonstrated excellent performance up from zero the year before. We also unveil surprising data on trends in CX quality and the role that emotion plays in CX. True CX leadership comes not only from improving CX, but also from differentiating the brand by improving its CX more than the competition. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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