Here is an interesting discussion that will give you an overview of how to optimise the customer experience. This is an interesting video recording that has several data points around customer experience in India and APAC.
Customer is the king in the current business scenario. Every company is trying to offer the best of customer service through various online and mobile channel. The ones who can do it at best will stay in business for a long time and have maximum customer share. The story will run you through instances that will give you true insights into the customer landscape