CX Transformation Series India
India is by far one of the largest markets in terms of capacity and varied preferences amongst its consumers. Organizations across industry verticals have realized that the CX attributes can bring out a positive change in the organizational metrics, not just in terms of revenue but also in establishing brand loyalty.
Latin America, like the APAC region has got distinctive preferences and a wide customer base. Companies based out of the region are working alongside global companies to ensure the experience standards are at global standards are set. One thing that stands out with the companies in Latin American is the cascading effect from the conception to the process of sale and beyond prioritising CX which can bring out a positive change in the organizational metrics, not just in terms of revenue but also in establishing brand loyalty.
Metrics from the case studies indicate bright future for the Indian market with the implication of different CX models. To give a brief idea about the potential, India has an indicated capacity of enabling brands to have an increased business of over $200 Bn, while increasing the evaluation of the organizations from 125% to about 400%. Millennials and Gen Z, form the largest consumer segment in India, who are both digitally sound and with improved buying potential.
Recent reports also indicate that 52% of the consumers determine their purchasing decisions based on the favourable experience across touch points, while 63% of consumers are willing to pay a premium for the improved experiences. The pandemic made us ride high on the digitization wave and reap the benefits of years of effort that was focussed on digital transformation.
Technologies such as AI, data analytics, cloud, automation, and social listening, to name a few, have been instrumental in understanding customers better and determine the measures that needs to be undertaken to establish interconnectivity within the company with the different stake holders to execute a seamless customer experience.
Join CX Transformation series India that will bring in 200+ CEO’s, Heads of Customer Experience, CDOs, CIOs, CMOs, Industry thought leaders and solution providers to drive improved customer satisfaction, loyalty, advocacy and amplify personalized experiences with agility and simplicity to deliver world-class customer experience.
