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Forrester: 24% Of Indian Brands Delivered Poorer Customer Experiences In 2021

NEW DELHI, Sept. 13, 2021 /PRNewswire/ — According to Forrester’s (Nasdaq: FORR) 2021 India Customer Experience Index (CX Index™), only four out of 29 brands managed to significantly improve their CX scores. HDFC Bank experienced the highest increase of any brand across all industries and was the only brand to rank in the excellent category. Auto manufacturers Honda and Maruti Suzuki, as well as digital retailer Amazon.com, upped their game to rise from OK to good.

Forrester’s CX Index benchmarked the CX quality of 29 brands across four industries. In 2021, all three components of CX quality — effectiveness, ease of use, and emotion — were found to be negatively affected, with scores for these factors declining across all four industries surveyed: automotive manufacturers, banks, credit card issuers, and digital retailers.

Despite investments to bolster digital interfaces, multiple lockdowns and physical restrictions throughout the year affected the ability of Indian brands to effectively serve their customers. Pandemic-related issues drove customers to reach out to firms’ contact centers, and customer service teams were unable to keep up with the increased volume. The top-performing brands in the CX Index delivered experiences that reassured customers during this time, outperforming all other brands by an average of 10 percentage points in effectiveness and 7 percentage points in ease.

To win and retain customers, companies must connect their brand promise to the customer experience. Too often, there is a gap between an aspirational brand statement and the actual customer experience that requires bridging. According to Forrester’s India CX Index data, 80% of customers say they are likely to recommend a brand when they feel happy from a good experience. Inversely, only 35% say they will recommend a brand after experiencing disappointment due to a poor experience.

“Brands that led the pack are those that used the goodwill they built with customers — their CX equity — to create experiences that reassured customers,” said Amit Bhatia, senior analyst at Forrester. “If businesses are to emerge from this global crisis, they must build experiences that help them empathetically engage with their customers. While having a digital presence can be helpful, ultimately it is the positive experiences that bolster customer loyalty. To do this well, CX professionals must have a disciplined approach to envisioning, designing, and delivering a consistently high-quality experience.”

Forrester’s CX Index methodology helps CX leaders grow revenue faster, drive higher brand preference, and charge more for their products. Forrester’s CX Index helps brands identify the key drivers of a positive CX for their customers to prioritize efforts. Even a minor improvement to a brand’s customer experience quality can add revenue by reducing customer churn and increasing share of wallet. Additionally, superior CX leads to reduced service costs and lowers the cost of customer acquisition through word of mouth.

Resources:

  • Read about the results of the 2021 India CX Index.
  • Learn about the Forrester Decisions for Customer Experience service.
  • Download Forrester’s 2021 India CX Index report (client access required).
  • Check out how to revitalize CX measurement and prioritization.

About Forrester’s CX Index

Forrester’s CX Index connects quality and loyalty measures with revenue models, giving leaders the ability to guide CX investments that produce the greatest revenue return.

About Forrester

Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We help leaders across technology, marketing, customer experience, product, and sales functions use customer obsession to accelerate growth. Through Forrester’s proprietary research, consulting, and events, leaders from around the globe are empowered to be bold at work — to navigate change and put their customers at the center of their leadership, strategy, and operations. Our unique insights are grounded in annual surveys of more than 675,000 consumers, business leaders, and technology leaders worldwide; rigorous and objective research methodologies, including Forrester Wave™ evaluations; over 52 million real-time feedback votes; and the shared wisdom of our clients. To learn more, visit Forrester.com.

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HarperCollins is delighted to announce the upcoming publication of A Book of Books by Sonali Bendre Behl

Paperback |Non-Fiction| INR 599

Available now on pre-order | Releasing 23 April 2025

NEW DELHI, April 4, 2025 /PRNewswire/ — HarperCollins Publishers India has announced the upcoming publication of A Book of Books, authored by Sonali Bendre Behl.

ABOUT THE BOOK

A Book That Talks About Everything Books. The why, the what and the how. Why read, why it’s important to be a reader, why start young. What to read, with recommendations for children, young adults and adults, across genres and for varied reading interests. How to love and treasure books and become a reader for life. The perfect book for readers, aspiring readers, bibliophiles and anybody and everybody WHO LOVES BOOKS.

Sonali Bendre Behl, author, says, “Reading has been my constant companion, shaping my perspectives and enriching my life in countless ways. With A Book of Books, I hope to share this joy and help readers – both young and old – cultivate a lifelong love for reading. This book is more than just about books; it’s a guide, a journal, and a friend in every reader’s journey. I believe stories have the power to connect, heal, and inspire, and I wanted to create something that encourages that connection. HarperCollins, with its deep commitment to storytelling and nurturing readers, felt like the perfect home for this book. I’m excited for readers to make this book their own, exploring the world of reading in a way that’s personal and meaningful to them.”

Tina Narang, Executive Publisher – Children’s – HarperCollins India, adds, “At HarperCollins, our mission has been not just to publish books but to champion reading with one short and simple catchword ‘Read’. And we found an excellent partner in our read campaign in Sonali. With her long-standing passion for books that has translated into a very popular Sonali’s Book Club, Sonali was the perfect person to write a book on books and reading! We are thrilled to publish a book that talks about everything books, and invites readers to discover the world that lies beyond the cover of a book and how compelling and powerful it can be to turn a page! And read!”

ABOUT THE AUTHOR

Sonali Bendre Behl is an award-winning Indian film actress, author and a passionate advocate of storytelling. She is the author of the candid and insightful Modern Gurukul, where she shares her experiences as a mother navigating modern parenting. Her enduring love for books inspired her to create Sonali’s Book Club, a vibrant digital community celebrating literature and meaningful conversations. She is now embarking on a new chapter in her writing journey, offering readers a thoughtful exploration of books and their profound impact on our lives.

ABOUT HARPERCOLLINS INDIA

HarperCollins India publishes some of the finest writers from the Indian subcontinent and around the world, publishing approximately 200 new books every year, with a print and digital catalogue of more than 2000 titles across 10 imprints. Its authors have won almost every major literary award including the Man Booker Prize, JCB Prize, DSC Prize, New India Foundation Award, Atta Galatta Prize, Shakti Bhatt Prize, Gourmand Cookbook Award, Publishing Next Award, Tata Literature Live!, Gaja Capital Business Book Prize, BICW Award, Sushila Devi Award, Sahitya Akademi Award and Crossword Book Award. HarperCollins India also represents some of the finest publishers in the world including Harvard University Press, Gallup Press, Oneworld, Bonnier Zaffre, Usborne, Dover and Lonely Planet. HarperCollins  India is also the recipient of five Publisher of the Year Awards – in 2021 and 2015 at the Publishing Next Industry Awards, and in 2021, 2018 and 2016 at Tata Literature Live. HarperCollins India is a subsidiary of HarperCollins Publishers.

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BIG BANG NIGHT: KYLIAN MBAPPÉ AND USAIN BOLT JOIN HUBLOT IN THE CELEBRATION OF THE 20 YEARS OF ITS ICONIC MODEL

GENEVA, April 4, 2025 /PRNewswire/ — Hublot marked the 20th anniversary of its iconic Big Bang model with a memorable evening and first ever encounter of its ambassadors Kylian Mbappé and Usain Bolt at the Geneva Arena, as part of the Watches & Wonders fair. This unforgettable celebration was a tribute to Hublot’s trailblazing spirit and an ode to the brand’s “Art of Fusion”.

Hublot: Eneko Atxa, Clare Smyth, Anne-Sophie Pic, Andreas Caminada and Yannick Alleno

Last night, Hublot brought together the international elite of watchmaking, sport, gastronomy and music to celebrate the 20th anniversary of the Big Bang, the watch that revolutionised contemporary Swiss watchmaking. The event highlighted the many facets of the world of Hublot, truly sensorial experiences. Chefs and brand ambassadors Anne-Sophie Pic, Clare Smyth, Yannick Alléno, Eneko Atxa and Andreas Caminada boast a combined total of 43 Michelin stars between them; these five culinary masters put on an unprecedented gastronomic performance as they prepared personalised signature dishes created especially for the anniversary. Each chef worked live in their own space, creating culinary delights which were a treat for the guests’ eyes and taste buds.

Julien Tornare, CEO of Hublot, welcomed the guests with a moving speech recounting the Big Bang’s two decades of phenomenal success. “Our icon, the Big Bang, has redefined the codes of contemporary watchmaking,” he said. “Twenty years on, celebrating its revolutionary mindset, the Big Bang continues to embody the boldness, innovation and pioneering spirit for which Hublot is renowned. It was such an emotional moment to have our Hublot Family united on this unprecedented occasion”.

The evening continued with a breathtaking performance by master mentalist and friend of the brand, Lior Suchard, who stunned the audience. Among the guests present were a host of Hublot ambassadors and friends, including football champion Kylian Mbappé, the world’s fastest man, Usain Bolt, professional sailor and 3 times Vendée Globe finisher, Alan Roura, world champion sprinter, Mujinga Kambundji, and head coaches for the France and Portugal football teams Didier Deschamps and Roberto Martinez.

The Geneva-born, New York-based DJ, producer and multi-instrumentalist Alissia then ignited the room with a vibrant set. Her unique style, a blend of funk, R&B and pop, set the stage perfectly for the highlight of the event: A performance by Mika. Hublot invited the Lebanese-American-British artist famous for his numerous hits to celebrate this special anniversary, and the star duly delivered a dazzling performance in an electric atmosphere. The party went on until the early hours of the morning, with Alissia returning to the decks for a high-energy DJ set that had guests dancing the night away.

A true creative canvas, the Big Bang has set the stage for two decades of breathtaking ingenuity, enabling the introduction of new materials, rethinking traditional mechanical complications and transcending the barriers between watchmaking and art.

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Hublot: Usain Bolt, Kylian Mbappé, Julien Tornare

 

Hublot: Kylian Mbappé, Julien Tornare and Usain Bolt

 

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Trump Tariffs and India’s Trade Strategy – India’s Commerce Minister Piyush Goyal to Speak at IGF Mumbai’s NXT25: Leading the Leap Summit

IGF’s flagship event returns to Jio World Convention Centre for second consecutive year

  • Two-day event to bring together CEOs, global investors, policymakers and celebrities to explore the biggest trends shaping India’s future on the world stage
  • Maharashtra CM Devendra Fadnavis to outline the state’s economic vision
  • Bollywood and media icons including Imtiaz Ali, Ekta Kapoor, and Fatima Sana Shaikh to share insights on India’s evolving creative economy
  • Freelancer CEO Matt Barrie to explore the future of work and the rise of the global gig economy
  • Former IT Minister Rajeev Chandrasekhar to spotlight India’s start-up ecosystem

MUMBAI, India, April 4, 2025 /PRNewswire/ — India Global Forum (IGF) is set to host a high-profile discussion featuring Piyush Goyal, India’s Minister of Commerce & Industry, in an exclusive conversation with Bloomberg TV at IGF Mumbai 2025 at the Jio World Convention Centre on 7 April. This timely discussion comes just days after U.S. President Donald Trump announced sweeping tariffs on global imports, including a 27% levy on Indian exports to the United States.

With the world’s economic order at a pivotal moment, the Minister will delve into the implications of these tariffs on India and global markets. The conversation will focus on India’s strategy to navigate shifting trade policies, bolster its manufacturing sector, and strengthen economic partnerships amid evolving geopolitical and economic challenges.

The two-day summit under the theme ‘NXT25: Leading the Leap’ will bring together CEOs, global investors and policymakers to explore the biggest trends shaping India’s future on the world stage, highlighting India’s ambitions for the next 25 years and its emergence as a global powerhouse in investment, technology, sustainability, and innovation.

In a highly anticipated session, India’s next generation of business leaders including Parth Jindal, Jay Kotak, Vaaman Sehgal and Harsh Jain feature in a no-holds-barred conversation about bold ideas, tough lessons, and the disruptive vision reshaping the country’s future in a lively and unfiltered discussion.

On 8 April, Maharashtra Chief Minister Devendra Fadnavis will take centre stage in a fireside chat, where he will outline Maharashtra’s vision for economic leadership, infrastructure development, and digital transformation.

“As global trade faces unprecedented challenges following the recent tariff announcements by President Trump, IGF Mumbai 2025 comes at a critical juncture. This event will set the agenda for international collaboration and investment, offering a platform to not only respond to these developments but to shape the future of global trade. The conversations and partnerships forged at IGF Mumbai 2025 will be pivotal in driving progress across key sectors, ensuring India remains at the forefront of innovation, sustainability, and economic leadership,” said Manoj Ladwa, Founder and CEO, India Global Forum.

IGF Mumbai 2025 will spotlight India’s role in shaping global trends and India’s goal in leading economic growth, partnerships, and progress. The summit will feature thought leaders and industry pioneers across business, policy, technology, and culture, including:

  • Rajeev Chandrasekhar, India’s Former Minister of State, Information and Technology
  • Lord Patrick J Vallance, Minister of State for Science, Research and Innovation of the United Kingdom
  • Ashish Chauhan, MD and CEO, National Stock Exchange of India
  • Ekta Kapoor, Producer
  • Imtiaz Ali, Director
  • Fatima Sana Shaikh, Actor
  • Kunal Bahl, Co-founder, Titan Capital and Snapdeal
  • Shweta Bajpai, Group Director, Finserv, Media, Travel, Meta
  • Matt Barrie, CEO, Freelancer
  • Faraz Khalid, CEO, Noon Group
  • Jonathan Legh-Smith, Executive Director, UKQuantum
  • Vineet Rai, Founder and Vice Chairman, Aavishkaar Group
  • Sanjay Nayar, Founder, Sorin Investments
  • Shiv Sehgal, President and Head, Nuvama Capital Markets
  • Keshav Reddy, Founder & CEO, Equal AI
  • Peter CHUN, Chairman & President of the World Smart Cities Forum

Click here for programme details and a full list of speakers

The summit is supported by the UK Government, Government of Maharashtra, and the Commerce Ministry of India. Bloomberg TV is the official media partner.

About India Global Forum

India Global Forum tells the story of contemporary India. The pace of change and growth India has set itself is an opportunity for the world. IGF is the gateway for businesses and nations to help seize that opportunity. To know more, click here

Social Media Handles & Hashtag to Follow

Twitter: @IGFUpdates & @manojladwa

LinkedIn: India Global Forum

#IGFMumbai

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