Best Practice Report

The State Of Customer Experience Maturity In China, 2014

January 16th, 2015
Samantha Jaddou
With contributors:
Harley Manning , Carla O'Connor


As the Chinese economy becomes increasingly consumption-based, companies need to become customer-obsessed if they want to win, serve, and retain Chinese customers. Based on survey data collected from large well-known companies doing business in China, this report sheds light on the maturity of their customer experience programs and the approach that customer experience professionals must take to help their programs advance.

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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.