Trends Report

The India Customer Experience Index, 2021

How Brands Build Loyalty With The Quality Of Their Experience

August 19th, 2021
With contributors:
Ashutosh Sharma , Michelle Yaiser , Harley Manning , Sukriti Dangi , Bill Nagel

Summary

The COVID-19 pandemic forced brands across industries to change their approach to customer experience (CX) on the fly. So how did they do? This report reveals the scores of 29 brands across four industries in the 2021 India Customer Experience Index (CX Index™). We examine whether brands used the crisis as an opportunity to build CX equity with customers or stumbled in ways that soured customer perceptions. Customer experience leaders can use this report to review CX trends and inform their experience improvement initiatives.

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