Summary
India boasts a growing digitally active population. Booming device usage means that digital users are increasingly adopting a multiscreen approach, often leveraging multiple devices to accomplish a single task. In such a scenario, unifying experiences across all touchpoints is a key success factor for organizations. For this report, we examined the experiences offered by the websites and mobile applications of leading brands in consumer-driven inadustries such as online retail, travel and aviation, and logistics. Customer experience (CX) professionals can leverage this analysis to understand the practices essential to success and identify strategies for building a robust, unified CX business foundation.
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