Highlights the importance of customer journey in leveraging businesses
Zendesk is out with its Customer Experience (CX) Trends Report 2021 report, which states that customer experience is turning out to be significant for getting success in business along with increased use of technology by organizations to achieve the same.
As per the report, 44 % of the customers in the Asia Pacific (APAC) region accepted that the experience is more crucial to them now as compared to a year ago. The report also suggests that 53 percent of organizations in APAC are about to invest in CX software in the coming year.
Wendy Johnstone, COO, APAC, Zendesk has said that customer experience has never been so important. He also believes that the use of technology and digitalization is to grow in the coming year and companies need to ensure that their strategies are ready to boost the customer support team and make a business successful.
India Echoes the Same Sentiments
The findings of the report have been the same within the Indian market. As per sources, 72% of Indian customers are willing to pay for a good customer experience. Even the companies, (roughly 90% of the market) had similar thoughts on investing on improving the customer experience.