14.8C
Delhi
Tuesday, January 26, 2021

71% of Indians expect firms to fast-track digital initiatives: Report

- Advertisement -

71% of Indians expect firms to fast-track digital initiatives: ReportBengaluru, Oct 28 (IANS) About 71 per cent of Indians expect companies to accelerate digital initiatives, said a new report on Wednesday which showed the many ways customer engagement is changing amid crises.

The Indian customers estimate 60 per cent of their interactions with businesses take place online this year, compared to 47 per cent in 2019, said the report by leading Cloud software company Salesforce.

In India, 94 per cent of customers said how a company acts during a crisis demonstrates its trustworthiness, according to the fourth edition of Salesforce’s “State of the Connected Customer” report.

The report reveals that while a string of crises has affected all facets of life, including a fundamental shift in how customers connect with brands, factors like empathy, personalisation, convenience, and digital transformation are the keys to customer relationships.

READ ALSO:  Indian-American scientist wins ''Inventor of the Year'' award

As these same customers reevaluate the role of business in society, the notion of stakeholder capitalism is increasingly factored into purchase decisions.

“Regardless of who they market, sell, or provide service to, businesses are navigating a landscape they couldn’t have imagined at the beginning of this year,” Vala Afshar, Chief Digital Evangelist at Salesforce, said in a statement.

“A massive shift to digital channels isn’t the only challenge that leaders have to grapple with. They also need to listen and respond to customer demands for empathy and understanding, innovative products and services, and a fundamental rethinking of the role of business in society.

READ ALSO:  Now tension on Assam-Nagaland border after 'anti-encroachment' stir

“Connecting customers at various touchpoints — digital, human, or other — to gain a holistic understanding is the first step on the path to resiliency and growth,” Afshar said.

The global report is based on insights from over 15,000 consumers and business buyers across 27 countries, including 650 respondents from India.

READ ALSO:  Now tension on Assam-Nagaland border after 'anti-encroachment' stir

In India, 94 per cent of customers said that Covid-19 has elevated their expectation of digital capabilities and 95 per cent said the societal role of companies is changing.

Source: IANS

India Updates
India Updates is an independent news & Information website. Follow us for regular updates on News and Information.

Follow Us On

Related News

LEAVE A REPLY

Please enter your comment!
Please enter your name here

Trending Topics In India

Covid 19 India Updates

Trending News In India

Trending Showbiz

Trending Sports

Latest Trending News In India

Railways approved 115 mail, express trains in January

New Delhi, Jan 25 (IANS) In the month of January, the Indian Railways approved to operate 115 more express and mail trains, taking the...

Former Japanese PM Shinzo Abe among 119 Padma winners for 2021

New Delhi, Jan 25 (IANS) Former Japanese Prime Minister Shinzo Abe is among 119 recipients whom the government on Monday selected for Padma awards--one...

President hails farmers, scientists and soldiers on R-Day eve

New Delhi, Jan 25 (IANS) On the eve of Republic Day, President Ram Nath Kovind said justice, liberty, equality, and fraternity, outlined in the...

Doorstep delivery of subsidized ration in Delhi from March

New Delhi, Jan 25 (IANS) Delhi Chief Minister Arvind Kejriwal said on Monday that people of Delhi will start receiving subsidised ration (food grains)...