Summary
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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