cxo voice
  • Home
  • News
  • Expert Opinion
  • Leaders Talk
No Result
View All Result
  • Home
  • News
  • Expert Opinion
  • Leaders Talk
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
Reading Time: 4 mins read
Customer experience is evolving into the new standard: a report

image credit: Pixabay

Share on FacebookShare on Twitter

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

Senior Writer and Editor at CXO VOICE, She covers technology, cybersecurity, and financial and other tech news and updates. She can be reached at "deepa@cxovoice.com"

Related Posts

customers trust and privacy
Productivity

How to win customer trust by maintaining a privacy policy 

January 31, 2023
samsung security incidents
Business

Samsung not to cut investment despite significant profit drop

January 31, 2023
5G Network
News

5G infra to cost Rs 3 lakh cr in next 4-5 yrs amid elevated debt levels: ICRA

January 30, 2023
Smartphone shipments fall
News

Challenging holiday season ever for Smartphone shipments, Q4 of 2022 saw the largest-ever fall

January 26, 2023
The AI era is upon us, and Microsoft is powering it: Satya Nadella
AI

The AI era is upon us, and Microsoft is powering it: Satya Nadella

January 25, 2023
customer trust and data
Cyber Security

Building trust and protecting customer data is important to do business: Report

January 25, 2023
SaaS market in India to reach $35 bn in revenue by 2027: Report
Business

SaaS market in India to reach $35 bn in revenue by 2027: Report

January 24, 2023
Cognizant to boost its IoT software engineering offerings by acquiring Mobica
News

Cognizant to boost its IoT software engineering offerings by acquiring Mobica

January 24, 2023
Load More
ADVERTISEMENT

Expert Views

SaaS Rising: India is Ready for its Next IT Moment
Opinion

SaaS Rising: India is Ready for its Next IT Moment

January 31, 2023
Technology remains the main driver for insurance companies to scale and grow in 2023
News

Technology remains the main driver for insurance companies to scale and grow in 2023

January 10, 2023
Supply Chain Attacks – The Open Source Effect
Cyber Security

Supply Chain Attacks – The Open Source Effect

January 3, 2023
Technology Trends to Watch in 2023
Opinion

Top Technology Trends to Watch in 2023

December 21, 2022
Startups should embrace a down-round and restructure their firms: Flipkart CEO
Business

Startups should embrace a down-round and restructure their firms: Flipkart CEO

November 22, 2022

Latest Updates

Amazon reports $149.2 bn in net sales, faces short-term uncertainty

Amazon reports $149.2 bn in net sales, faces short-term uncertainty

by IANS
2 days ago

AI-Powered video conferencing solutions by Qualcomm

AI-Powered video conferencing solutions by Qualcomm

by Deepa Sharma
3 days ago

Samsung's new PC lineup features 'AI Noise Canceling'

Samsung’s new PC lineup features ‘AI Noise Canceling’

by IANS
3 days ago

union budget 2023-24

Business Leader’s reactions on the union budget 2023-24

by Deepa Sharma
4 days ago

India plans to set up 100 5G labs to develop applications

by IANS
4 days ago

EVs

EV 2-wheeler sales in India to reach 22 mn by 2030: Report

by IANS
4 days ago

Get Latest Update

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

ADVERTISEMENT

Leaders Inerviews

Axis Bank's Cloud-driven digital banking solutions
Banking

Axis Bank doubles down on cloud based digital banking solutions

-
digital-first strategy
Banking

Jana Small Finance Bank’s digital-first strategy enhances customer experience

-
email security interview
Cyber Security

What is email security? and its importance in securing enterprise networks

-
Cybersecurity Kallol Sil Interview
Cyber Security

Businesses Need To Invest More In Cybersecurity Training and Awareness: Kallol Sil

-

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

We bring business leaders' opinions and unique ideas on what’s happening in the market and its impact. Also, get the daily news, analysis, and insights.

Connect with us

Easy Links

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

Write Us

contact@cxovoice.com
  • Home
  • About
  • Contact Us
  • Advertise
  • Privacy & Policy
  • Feedback

© 2023 CXO VOICE

No Result
View All Result
  • Home
  • News
  • Expert Opinion
  • Leaders Talk

© 2023 CXO VOICE

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/