The study was conducted across about 17,000 consumers and businesses across 29 countries including India.
While customer engagement is digital-first, brands are under pressure to merge online and offline interactions into a personalized experience as in-person interaction re-emerges. 80% of respondents in India have purchased products in new ways since 2020.
As priorities and behaviors shift, established brand loyalties are undergoing tests of strength. 72% consumers have switched brands at least once in the past year.
Arun Kumar Parmeswaran, SVP & MD (Sales and Distribution) Salesforce India said “It is undeniable that a customer’s needs and expectations from a brand is the corporate north star today. Be it a consumer or a business buyer, organisations need to understand individual customers to earn, build and maintain ‘Trust’ which is the the ultimate currency of customer engagement.”
This new digital-first world has changed the norms of commerce, work, and everyday life, prompting customers and brands to re-establish how they connect. As customers continue to shift their preferred experiences with brands to online channels, brands must re-imagine digital-first experiences that engage customers in a way that is flexible, thoughtful, and provides a personal touch.
Discover the stories of your interest
For all the latest Technology News Click Here
