Trends Report

The State Of CX Management Maturity In India, 2016

Indian Firms Should Focus On Six CX Management Practices

November 22nd, 2016
Amit Bhatia, null
Amit Bhatia
With contributors:
Ashutosh Sharma , Frederic Giron , Deanna Laufer , Arnav Gupta , Rachel Birrell


Firms in India are increasingly focusing more effort, more resources, and more investments on customer experience (CX). How can you ensure these efforts pay off? What are the best practices for managing CX within organizations? Forrester's CX management (CXM) maturity model lays out a robust framework to answer these questions. Using this framework as both a lens and a guide, this report looks at the state of CXM maturity in India and recommends how CX pros at Indian firms can make their CX efforts more effective.

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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.