Trends Report

The State Of Customer Experience Management In India, 2014

Embrace Key Customer Experience Practices To Drive Business Outcomes

July 21st, 2014
Nupur Singh Andley
With contributors:
Michael Barnes , Manish Bahl , Abhinav Dhruwa


Forrester, in collaboration with ActionEdge Knowledge Services, recently surveyed 89 customer experience (CX) professionals at organizations in India to assess the state of their CX management efforts. We found that, against a backdrop of mounting customer demand and tough economic conditions, CX has assumed a pivotal position on the list of Indian organizations' business priorities. This report will help CX professionals identify the gaps in their CX initiatives and zero in on the key practices required to advance along the path to CX maturity.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.