Sunday, April 18, 2021
Home Business Indian Firms Are Still Far From Digital Empathy

Indian Firms Are Still Far From Digital Empathy

Nearly 71 percent of executives surveyed in India agreed to their customers benefiting from great digital experiences

As more and more Indians adopt a digital way of life most organizations are still a long way from authentically displaying “digital empathy” and deliver better customer experiences, a new report has stressed. Just over a third (37 percent) of Indian executives have significant insights into customer mindset.

“Drivers of purchase, friction points, and attribution of how marketing actions relate to customer behavior fare only marginally better,” according to Adobe’s ‘2021 Digital Trends Report’. Interestingly, Indian executives are most likely to agree to have significant insight into drivers of loyalty (46 percent), journeys of new customers (44 percent), and attribution of how marketing actions related to customer behavior (40 percent).

Follow NewsGram on Twitter to stay updated about the World news.

“Truly committing to customer experience as a growth lever will mean going beyond response and conversion rates, and instead of digging into the motivations, frustrations and thinking of customers throughout the customer journey”, said Nitin Singhal, Head, Digital Experience Business, Adobe India.

Digital empathy
26 percent of Indian firms in India are using a cloud-based platform. Pixabay

Even as things start to normalize in 2021, there is a continual need for organizations to move away from siloed work cultures and tide over the market pressures through rapid innovation and product pivots. According to the research, executives in India (34 percent) reported their organizations as dynamic, collaborative, and flexible amid the market changes, where their work environments were restricted by traditional hierarchies.

ALSO READ: Report: Indian Firms To Use AI-Based Systems For Decision Making By 2023

Nearly 71 percent of executives surveyed in India agreed to their customers benefiting from great digital experiences. “There’s no doubt that business agility and digital maturity will continue to be a differentiator for businesses, even as we move towards a post-Covid economy,” Singhal said. The research also found that 26 percent of those surveyed in India are using a cloud-based platform along with other marketing data management systems, confirming a hybrid approach being adopted by many organizations.

“With accelerated digital adoption brought on by the pandemic, new technologies and effective data management tools are necessary for delivering enhanced customer experiences,” said Dharmarajan K, Chief Product, and Customer Experience Officer, Tata CLiQ. (IANS/SP)



Most Popular

First Cancer Diagnosis In A Dinosaur

Canadian researchers have discovered the first known case of cancer in a dinosaur, according to a study published in the August issue of the...

Neutralizing Antibodies Against SARS-CoV-2 Variants After Infection And Vaccination

Scientists have revealed how a highly infectious variant of the SARS-CoV-2 virus binds to the host but succumbs to antibodies later, a discovery that...

‘Ventilation, Masks Best Safeguards Against Airborne Covid’, Says Prof Srinath Reddy

A recently published report in The Lancet stated SARS-CoV-2, the virus that causes Covid-19, is an airborne pathogen. The paper written by six experts...

America In Iraq, Vajpayee’s Pak Initiative And Worldview India In April 2003

April 2003 was the cruelest month for the people of Iraq, a month of reflection on Pakistan by Prime Minister Atal Bihari Vajpayee, and...

Study: 2.5 Billion T. Rex Roamed The Earth, But Not All At Once

One Tyrannosaurus rex seems scary enough. Now picture 2.5 billion of them. That’s how many of the fierce dinosaur kings probably roamed Earth over...

‘Godzilla’ Shark Discovered In New Mexico Is Given A Formal Name

The 300-million-year-old shark's teeth were the first sign that it might be a distinct species. The ancient chompers looked less like the spearlike rows of...

Here’s How ISI detectives ‘manipulated’ FBI To Make Dawood’s Financier Walk Free From Jail

In a desperate bid to cover up the nexus between the D-Company and ISI from being exposed to the world, Pakistan's top sleuths allegedly...

Older Adults More Willing To Help Others As Compared To Younger Adults

New research has found that older adults are more willing to make an effort to help others as compared to younger adults. According to...

Recent Comments