The awareness about customer experience (CX) among Indian organizations is growing. The ground reality, however, is that they still face multiple challenges during their CX journey, which lead them to have an inaccurate view of customer needs and preferences. This Survey Spotlight attempts to highlight the key challenges faced by organizations during their CX journey and the initiatives they have planned to overcome the challenges.
The vendors can build on these insights to refine their solution(s) and positioning, and pitch for CX solutions. End users can also leverage the insights to identify what should be their priority areas during the transformation of CX.