71% Indians expect companies to accelerate digital initiatives: Salesforce

Indian customers estimate 60% of their interactions with businesses take place online this year, compared to 47% in 2019 as per the fourth edition of the Salesforce State of the Connected Consumer report. The survey found that 71% of Indians expect companies to accelerate digital initiatives, showing how customer engagement is changing amidst the current crisis. This is lower when compared to the global average of 88% who felt that way.

“Regardless of who they market, sell, or provide service to, businesses are navigating a landscape they couldn’t have imagined at the beginning of this year,” said Vala Afshar, Chief Digital Evangelist at Salesforce. “A massive shift to digital channels isn’t the only challenge that leaders have to grapple with. They also need to listen and respond to customer demands for empathy and understanding, innovative products and services, and a fundamental rethinking of the role of business in society. Connecting customers at various touchpoints — digital, human, or other — to gain a holistic understanding is the first step on the path to resiliency and growth.”