A report was made within the past two years, including using digital engagement channels to improve customer experience. Despite the recession, as much as 87% of Indian organizations are confident of elevating customer experience (CX) in 2023, according to Verint’s annual study – Verint Engagement Capacity Gap (ECG) Benchmark Diagnostic.
The study further reflected Indian organizations’ readiness to deploy the right AI and automation solutions in 2022 which has made their CX and employee experience (EX) journey promising in 2023 and, they plan to further increase the investments in 2023.
According to the study, 82% were highly effective at implementing or expanding their use of artificial intelligence (AI) and automation for customer engagement during 2022 and added that 89% of respondents responded that the use of digital engagement channels to improve customer experience has been highly effective.
In terms of investment in customer experience, 87% of the respondents plan to further increase investment in overall customer engagement initiatives in 2023.
To move beyond traditional/manual quality processes, 98% of the organizations have already implemented or plan to implement four key solutions — feedback from customers on the quality of the interaction, automated quality of the text interactions, real-time coaching of the employees and automated quality evaluation of voice recordings.
Anil Chawla, Managing Director, of Customer Engagement Solutions, Verint India, said, “Today, we are engaged with almost all the top-tier organizations in banking, retail, e-commerce, etc. Indian organizations’ customer readiness is at par or even better than their global counterparts. Indian organizations’ CX readiness is reflective of the strategic investments made in areas like AI and automation in the last couple of years.”
