Pandemic sped up digital transformation in India: Zendesk

The Covid-19 pandemic has accelerated digital transformation in India, according to a new study by customer service software firm Zendesk. More than half the companies surveyed said their digital transformation had been fast-tracked by one to three years while 72% said customer experience (CX) had become more important to them now than a year ago.

“CX isn’t just a sideline part in a company’s digital transformation, it is the driving force behind it. The past year has shown us that the most successful companies are infusing great customer experiences in everything they do, and this will remain true in 2021 and beyond,” said KT Prasad, managing director, Zendesk.