New Delhi, Feb. 18 -- Dimension Data revealed the findings of its annual CX (Customer Experience) Benchmarking Report. It urges organisations to address a "customer experience disconnect" that could cost a loss in business or put their business at risk in competitive markets where consumer loyalty is critical.

Research from Dimension Data showed that 44.4% of respondents from India felt that board level executives hold overall responsibility for customer experience in their organisation. Furthermore, only 22.2% said their organisation takes a fully integrated, centralised approach to customer experience.

However, the research showed that most business respondents in India recognise customer experience as an important competitive differe...