Published on October 21, 2026
The Customer Experience (CX) Maturity Assessment was undertaken to study about customer-centricity at Voltas RAC and strengthen customer experience across key business functions and stakeholder groups. As the business continues to scale across multiple channels and customer touchpoints, the initiative provided an opportunity to build a more integrated view of customer needs, improve experience consistency, strengthen cross-functional collaboration for enhanced customer experience and business outcomes.
The engagement leveraged the TBExG CX Maturity Framework and incorporated stakeholder interactions, customer and partner feedback analysis, operational reviews, and maturity benchmarking across multiple dimensions, including customer insights, experience design, service delivery, governance, people practices and ecosystem enablement. The exercise enabled the organisation to identify strategic priorities that can help strengthen customer-centricity as a key enabler of competitive differentiation and sustainable growth.
Based on the findings, a structured roadmap was developed to strengthen customer understanding, enhance stakeholder experiences, and institutionalise customer centricity. The roadmap helps to embed and leverage customer-centricity more deeply into the organisation's operating model, to support not only improved customer experiences but also stronger business resilience, market responsiveness, and long-term value creation.