The
State & Future of CX
in India 2027
What Indian CX leaders told us about disconnected data, cross-team alignment and proving CX's business impact.
81
CX leaders surveyed in India
70%
Want CX linked to Business Metrics
52%
Say disconnected data blocks insight
DOWNLOAD NOW
Get your copy of the report
THE GAP
Indian CX teams act on feedback. Proving the impact is the gap.
Most leaders report taking action. The survey shows why that action is hard to connect to customer insights with the data, decisions and business outcomes that matter.
52%
name disconnected data as the biggest block to actionable insight
70%
say CX measurement must evolve by linking with business metrics
55%
want to demonstrate CX ROI
53%
rate cross-team alignment on CX at 3 or below on a 5-point scale
What blocks actionable insights?
Feedback disconnected from business data
Business impact hard to estimate
No clear prioritization
Not forward-looking
Insights arrive too slowly
Source: SurveySensum CX Pulse Survey 2026. Base: India, n=81. Respondents could pick more than one answer.
THE NEXT ERA
What does the next era of CX look like?
Explore three principles shaping the path to connected, predictive CX.
Expectation transfer effect
Customers benchmark you against the best experience they had that day, in any category. Learn how to measure and close that gap.
From VoC to SoC
Move beyond Voice of Customer to Signals of Customers. Combine feedback with behavioural and operational signals to understand customer needs beyond survey responses
The next default
Go beyond fixing the stated problem. Discover how to design experiences that anticipate customer needs and make every interaction easier.
THE CONNECTED PREDICTIVE CX FRAMEWORK
Customer signals
Connected context
Predictive intelligence
Business response
Business outcomes
GO FURTHER
Better CX starts with better-connected insights.
Learn how SurveySensum helps businesses connect customer signals, uncover insights and help you turn them into business impact.