Report: Most of the Indian businesses does not compile with AI, Customer Analytics and Digital integration

While businesses in India are looking at several customer experience (CX) technologies such as customer analytics, Artificial Intelligence (AI), and digital integration, most of them are not currently able to implement them properly, according to a new report on Monday.

However, the research from global ICT solutions and services provider Dimension Data showed that most business respondents in India recognise customer experience as an important competitive differentiator (92.6 per cent) that is also vital for driving loyalty (96.3 per cent), revenue growth (66.7 per cent), and cost reduction (59.3 per cent).

Despite this, the research revealed that 7.4 per cent of respondents are dissatisfied with their own customer experience services, and only about 23 believe they are delivering experiences that would lead customers to recommend them to others.

- Advertisement -

Furthermore, only about 22 per cent respondents said their organisations take a fully integrated, centralised approach to customer experience, said Dimension Data’s “2019 Global Customer Experience Benchmarking” report.

“Brands acknowledge how crucial customer experience is, yet so few are making it a board level responsibility, leaving it siloed or delegating it to individual managers,” Pranay Anand, Solutions Director for Customer Experience, Dimension Data Asia Pacific, said in a statement.

The research also revealed that many brands are turning to technology to improve customer experience, but often without a clear strategy.

Some 28.9 per cent of businesses in India said the digital solutions they have rolled out (such as chatbots and AI) do not provide the functionality their customers need, while around 70 of the respondents said customer awareness of such technologies is the biggest barrier to adoption.

- Advertisement -

“Claiming that the technology doesn’t provide the required functionalities or that customers are unaware of it, is a result of failed planning and communication not failed technology. Brands need to invest in technology, people, processes, and planning,” Anand added.

The findings are based on insights from over 1,100 respondents across 13 industries.

Krishna Mali
Krishna Mali
Founder & Editor of TechGraph.

Promoted Links

Related Stories

Japan approves 26 trillion yen as economic stimulus package to combat overseas risks

Japan's cabinet approved an economic stimulus package worth 26 trillion yen ($239 billion) with...

Sino-US trade war offers Europe’s chance to bank more Chinese reserves: Analysis

Should European countries want the euro to replace the dollar as the world's dominant...

Jack Dorsey may not appear before Indian parliamentary Panel on 25 February

Twitter CEO Jack Dorsey will not appear before the Parliamentary panel on IT on...

Rajesh Bysani joins Brainly as its new CPO

A New York headquarter peer-to-peer learning platform, Brainly has announced the appointment of Rajesh...

AI bot “ClaRAN” can spot radio galaxy too.

An artificial intelligence (AI) programme used to recognize faces on Facebook can also identify...

How imperative is Robotic Process Automation in the HR industry

RPA or Robotic process automation is a technology that utilizes software-based bots to automate...

1Win App: Review India Apk for Android and iOS

The company 1Win has been successfully operating in the markets of many countries around...

Ampere Electric to setup e-mobility manufacturing plant in Tamil Nadu

Electric Mobility Company Ampere Electric has announced a phased investment potential of Rs 700...

Singapore based fintech startup Instarem secures $20 million in fresh round funding

Instarem, a Singapore based digital payment startup on Wednesday announced the first close of...

Cloudflare eyes for IPO, hires Goldman Sachs for valuation

According to the Reuters reports, Cloudflare Inc, a U.S based web security company is...

What is the Future of Newspapers in this Digital Age?

The advent of the Internet has revolutionized the way to consume information. This revolution...

MoneyTap collects Rs 500 crore in series B round funding from Aquiline Technology Growth, RTP Global, and Sequoia India

Online consumer lending startup MoneyTap on Monday announced that it has raised Rs 500...

NASA astronauts to carry first ever all-female spacewalk on 29 March

Two NASA astronauts are scheduled to carry out the first ever all-female spacewalk in...

Hacker arrested after hacking Twitter’s Boss account

The hacker, a minor who hacked Twitter CEO Jack Dorsey's account by the 'SIM...