After being shook by the pandemic, it seems that Indian organizations are getting back on their feet and are in a stronger position with respect to their global counterparts when it comes to dealing with customers in a 24x7 digital marketplace. As per the latest study - Engagement Capacity Gap (ECG) Benchmark Diagnostic by Verint® the global leader in customer engagement solutions, Indian firms were the top investors in customer engagement solutions in 2021, which has made them more resilient and better poised to close the customer engagement gap (what organizations need to do to meet customer expectations and the resources they have available to do it).
Verint conducted the study recently to understand the implications of the pandemic and the resulting unprecedented increase in digital-first customer engagements that firms had to deal with, almost overnight. The survey was conducted amongst 2,742 decision-makers across 13 key global markets including US/Canada, UK, Australia/New Zealand, Japan, France, Germany, Spain, Netherlands, Mexico, and Brazil. Out of these, over 250 CXOs were from India who oversees customer engagement and experience solutions for their organizations.
India related findings from the ECG report:
The survey found that the Indian market has shown solid improvement after the first wave of the pandemic, fueled by heavy investments in customer engagement solutions which have prepared them better for 2022. The study shows that Indian CXOs have been able to strike the right balance between automation and the human touch to better serve customers. They achieved this by deploying efficient self-service solutions for customers to decrease transaction load and by enabling employees with better tools and training to support consumers when required. Cloud, AI/ML, Knowledge Management, and Workforce Optimization are the tools that Indian firms most need to invest in, to keep the momentum going.
Key India related statistics:
Comment on the study by Anil Chawla, Managing Director, Customer Engagement Solutions, Verint India – We are seeing Indian CXOs consistently striving towards delivering deeper, more meaningful, and valuable customer relationships by efficiently using cutting edge technologies like AI, Blockchain, Cloud and Data. By investing in the right customer engagement solutions at every touchpoint, be it customer-facing or at the back-end, they are already witnessing tremendous RoI in the form of increased brand-customer stickiness with simultaneous reduction in customer management costs.
Other Key global Findings: