Indian businesses are confident about providing exceptional customer experience in 2023, according to the Verint Engagement Capacity Gap (ECG) Benchmark Diagnostic Report. With 87 percent of Indian organisations convinced in their capability to deliver excellent customer service in two years, this is a result of the previous two years’ strategic efforts like deploying digital customer engagement channels to improve consumer experience.
The survey also highlighted the Indian organisations’ readiness to introduce the right AI and automation solutions in 2021. It revealed that 82 percent of organisations used AI and automation effectively to foster customer engagement this year and 89 percent said that digital customer engagement channels improved consumer experience. The report further said 87 percent of organisations will invest in customer interaction initiatives in 2023.
Anil Chawla, Managing Director of Customer Engagement Solutions at Verint India, said, “Today, we are working closely with top organisations in banking, retail and e-commerce sectors. Indian organisations are as, or even more, customer-ready than their global counterparts, displaying their commitment to customer experience through investments in AI and automation.”
Verint is a company committed to transforming customer and employee engagement with their software and solutions. They offer technology products that help organisations understand customer needs, streamline customer service and manage customer relationships. Verint also strives to create AI and robotic processes automation systems which help organisations reduce costs, improve customer experiences and drive growth.
Anil Chawla is the Managing Director of Customer Engagement Solutions at Verint India. He has extensive experience in customer experience management and is a leading AI expert. He offers insights into using AI and automation solutions to rapidly discovering customer insights and improving customer engagement. He is a strong proponent of data-driven customer experience and believes that customer experience should be consistent and personalised across digital channels.
