Mumbai (Maharashtra) [India], July 29 (ANI/NewsVoir): The pandemic taught companies of all sizes that customer responsiveness is critical not only for business success but first and foremost for survival. In the past year, organizations had to shift towards new business models to quickly adapt to new consumer behaviour.
However, new data released today from Zendesk shows that although organizations in India recognise the importance of anticipating and adapting to customers' needs, only 10% of enterprise business leaders and 19% of managers and admins in India have actually demonstrated having the minimum set of agility competencies that are needed to classify as "market leading".
The research also revealed that businesses who have led in investing in the tools, process and culture for agility have seen positive returns. In particular:"In India, 93% of companies say COVID-19 sped up digital adoption. With hyper-digitalisation, organisations have no choice but to become agile to meet customer expectations and stay ahead of the curve," said KT Prasad, MDRVP, India and SAARC, Zendesk. "Customers today want simplicity and convenience despite the disruption caused by the pandemic. This is where agility bears fruits. Successful companies adopt a lean and flexible approach to change, be it tech adoption or its implementation. Investing in the right tools, removing knowledge gaps and rigid processes are all essential. Investing in agility goes beyond providing superior CX. It is a strategic investment for businesses."Zendesk's customers in India include ITC Foods, Ola, 1MG, DevFactory, Dream11, Slice, Magicbricks.com, etc. For more information, including data and insights by region, industry and company size, get the full Agility in Action ReportTo better understand how businesses are thinking about and becoming more agile, Zendesk surveyed 3,900 customers and 3,900 customer experience and customer service leaders, managers, and agents. We also analyzed top agility capability data from more than 90,000 Zendesk companies across 175 countries.
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 brands with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world.
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