Indian businesses rapidly transforming ‘customer experience’ capabilities
According to a report by Zendesk, India ranked third globally and first in the Asia Pacific (APAC) region in terms of customer experience (CX) maturity. At least 56 percent of Indian companies displayed very strong comprehensiveness of CX metrics, the highest globally, followed by Canada (49 percent) and the UK (44 percent).
As per the reports, ‘exceptional’ is what businesses must strive for when meeting customer expectations. However, just 17 percent of Indian businesses are qualified as ‘CX Champions’ — those considered the highest standard-bearers, indicating there are only a few organizations in India delivering exceptional customer services.
“Indian businesses are rapidly transforming their CX capabilities, and there are challenges that persist and need to be addressed,” Vasudeva Rao Munnalurii, RVP India and SAARC at Zendesk, said in a statement.
“The CX Accelerator Report’s findings reveal that to digitally transform customer service and reap rewards, Indian businesses need technologies that make this journey nimble. Effective implementation and increased visibility into data sources and automating time-consuming tasks open the door for more businesses to become CX Champions,” Munnalurii added.
And, at least 62 percent of Indian businesses are able to report CX metrics in real-time, the highest across the world, followed by Canada (54 percent) and the UK (50 percent).
More companies worldwide are utilizing bot and human hand-offs — this jumped from 52 percent to 64 percent year-over-year (YoY), the report, which surveyed more than 4,900 business decision makers, said.
[With Inputs from IANS]
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