cxo voice
  • Home
  • Technology
    • AI
    • Cloud
    • Telecom
    • Data Center
    • BPM
    • Blockchain
  • Finance
    • Banking
  • Cyber Security
  • View Points
  • Leaders Talk
  • News
  • Press Release
    • Submit Press Release
No Result
View All Result
  • Home
  • Technology
    • AI
    • Cloud
    • Telecom
    • Data Center
    • BPM
    • Blockchain
  • Finance
    • Banking
  • Cyber Security
  • View Points
  • Leaders Talk
  • News
  • Press Release
    • Submit Press Release
No Result
View All Result
Leaders Talk and Latest Tech News | CXO VOICE
No Result
View All Result
Home News Business

Customer experience is evolving into the new standard: report

Deepa Sharma by Deepa Sharma
January 23, 2023
Customer experience is evolving into the new standard: a report

image credit: Pixabay

Increasing use of digital channels, such as online chat, social media, and mobile apps, for customer service has made it easier for customers to reach out to companies, get help, and share feedback. The importance of customer experience is evolving, and it is becoming even more important.

Zendesk’s report shows that customers expect more from the brands they do business with, and a vast majority of them (80%) say their customer service standards have increased over the past year.  

Customers expect to be treated as individuals, with experiences tailored to their preferences and needs. This requires companies to have a deep understanding of their customers and to be able to use data and technology to deliver personalized experiences.

Additionally, customers increasingly value transparency and authenticity in their interactions with brands. 

Adrian McDermott, Chief Technology Officer at Zendesk, said “Customers have high expectations, less patience and more options when it comes to who they do business with.” 

This year, our CX Trends shows that this shift in behavior has prompted leaders to invest in technology that creates an immersive yet seamless experience. These new customer service standards are critical to boosting customer acquisition, loyalty, and profitability.” he added. 

Companies are investing more in technology like – chatbots, mobile apps, and data analytics tools to enhance the customer experience as they recognize its importance in driving business growth. 

92% of business leaders in India believe that the optimal customer experience is immersive and integrates naturally into what customers are doing. 

ADVERTISEMENT

Below are key findings from Zendesk’s CX Trends 2023 (India-specific) report.

  • 96% of Indian businesses say customer experience will have a positive impact on customer acquisition over the next 12 months.
  • 93% of business leaders are interested in understanding how customer conversations will be at the center of all customer experiences.
  • 89% of business leaders want to understand how businesses can unlock revenue through customer experience operational efficiencies.
  • 100% of manufacturers in India plan to increase their customer experience budgets between 10% to over 25% over the next 12 months.
  • 91% of Indian retailers plan to increase their customer experience budgets by over 25% over the next 12 months.
  • 75% of financial services organizations plan to increase their customer experience budgets by 10-25% over the next 12 months.
  • 97% of Indian business leaders say that customer experience will positively impact cross-sell revenues.
  • 93% of businesses say the volume of their customer service requests has increased over the past 12 months.
  • And 92% of businesses expect customer support requests to increase over the next 12 months.
  • 69% of Indian business leaders say their organizations are among the first to adopt new technologies.
  • 87% of business leaders say they are interested in tailoring customer experiences to align with their mindset.
  • 96% of Indian organizations agree that providing great employee experience is a much more important priority over the next 12 months.
  • 74% of organizations say adding digital channels like chat/messaging for internal support is very much a critical priority over the next 12 months.
  • 72% of business leaders strongly agree that offering great employee experience is key to retaining and attracting new talent.

The evolution of customer experience is about being more connected, personalized, transparent, and authentic. Creating a better overall CX can lead to increased customer satisfaction and loyalty and, ultimately, higher revenue for the company.

Also Read: Axis Bank doubles down on cloud-based digital banking solutions

Deepa Sharma

Deepa Sharma

Deepa Sharma is CXOVoice’s Managing Editor, overseeing all coverage technology, cybersecurity, banking, and financial coverage. She can be reached at [email protected]

Related Posts

Ask Ralph
Business

Ralph Lauren Unveils ‘Ask Ralph’, A New AI-Powered Shopping Experience for Style Inspiration

September 10, 2025
Exabeam
Cyber Security

Exabeam Enhances Security Operations with Google Cloud Integration to Combat Insider Threats from AI Agents

September 10, 2025
TCS CEA
Business

TCS Partners with CEA to Innovate Physical AI Technologies

September 10, 2025
EV

India’s Largest TATA.ev MegaCharger Hub Inaugurated at Mumbai Airport on World EV Day

September 9, 2025
Business

PwC India Unveils Navigate Tax Hub, A Tax Management Platform with AI Technology

September 9, 2025
Qualcomm and Google Cloud
Technology

Qualcomm and Google Cloud Join Forces to Bring Agentic AI Experiences to the Auto Industry

September 9, 2025
Business

IT Spending in Australia to Exceed $172 Billion in 2026: Gartner Forecasts

September 8, 2025
Lenovo AI
Technology

Lenovo Unveils Groundbreaking AI Innovations at Innovation World 2025

September 5, 2025
Load More
ADVERTISEMENT

Latest Updates

Ask Ralph

Ralph Lauren Unveils ‘Ask Ralph’, A New AI-Powered Shopping Experience for Style Inspiration

by Deepa Sharma
3 hours ago

Exabeam

Exabeam Enhances Security Operations with Google Cloud Integration to Combat Insider Threats from AI Agents

by Deepa Sharma
5 hours ago

TCS CEA

TCS Partners with CEA to Innovate Physical AI Technologies

by Deepa Sharma
6 hours ago

India’s Largest TATA.ev MegaCharger Hub Inaugurated at Mumbai Airport on World EV Day

by Deepa Sharma
22 hours ago

PwC India Unveils Navigate Tax Hub, A Tax Management Platform with AI Technology

by Arshi Khan
1 day ago

Qualcomm and Google Cloud

Qualcomm and Google Cloud Join Forces to Bring Agentic AI Experiences to the Auto Industry

by Deepa Sharma
1 day ago

Expert Views

Cyber Security

Why Even One Unpatched Device Can Be a Catastrophic Risk for Startups and SMBs

July 25, 2025
Cyber Criminals
Cyber Security

How WormGPT Became ChatGPT’s Evil Twin

July 15, 2025
Opinion

When AI Empowers Both Networks and Hackers: The New Battlefield for India’s Telecoms

May 20, 2025
Molly Sands AI
AI

AI RIP: 5 Things Knowledge Workers Will Say ‘Sayonara’ to in the Next Decade

March 8, 2025
multi cloud
Cloud

Multi-Cloud Made Simple: Strategies for Smart Business Management

March 5, 2025

Get Latest Update

Subscribe to our mailing list to receives newsletter direct to your inbox!

ADVERTISEMENT

Leaders Interviews

Tokenization
Interview

Revolutionizing Finance: An Exclusive Interview with Sid Ugrankar, Co-founder of Qila.io on the Future of Blockchain and Tokenization

-
Steve Wilson, GenAI Cybersecurity LLMs
Cyber Security

How effective is GenAI in cybersecurity? The role of LLMs and AI in security solutions. [Interview with Steve Wilson]

-
Interview on Counterfeit products with Nikhil Narayan
Leaders Talk

Advancements in ML & AI made it possible to detect counterfeit products in real-time, says Nikhil Narayan

-
Newgenone bridges the gap between business users and IT teams with its low code capability: Varun Goswami
Leaders Talk

Newgenone bridges the gap between business users and IT teams with its low code capability: Varun Goswami

-

Entrepreneur

Samsung Electronics appoints its first female president

Inspiring Women Entrepreneurs in India (2022)

Technology Adoption For Entrepreneurs

Volunteering management is the need of the Hour

CXOVoice.com is a leading online publication for CXOs, entrepreneurs, senior leaders, developers, and industry professionals. Our coverage spans key sectors, including IT, technology, banking, finance, cybersecurity, engineering, and automobiles.

Connect with us

Easy Links

  • Cryptocurrency
  • Event
  • Blockchain
  • Press Release
  • Resources & Downloads

Write Us

[email protected]
  • Home
  • About Us
  • Contact Us
  • Advertise
  • Privacy & Policy
  • Feedback

Copyright © 2025 CXOVoice - All Right Reserved

Welcome Back!

Login to your account below

Forgotten Password?

Retrieve your password

Please enter your username or email address to reset your password.

Log In

Add New Playlist

Our Spring Sale Has Started

You can see how this popup was set up in our step-by-step guide: https://wppopupmaker.com/guides/auto-opening-announcement-popups/

No Result
View All Result
  • Home
  • Technology
    • AI
    • Cloud
    • Telecom
    • Data Center
    • BPM
    • Blockchain
  • Finance
    • Banking
  • Cyber Security
  • View Points
  • Leaders Talk
  • News
  • Press Release
    • Submit Press Release

Copyright © 2025 CXOVoice - All Right Reserved