Oracle has announced the key findings of its “Global Insights on Succeeding in the Customer Experience Era” report. As per results, the primary finding reveal that India-based enterprises can lose up to 18%, while businesses worldwide can lose up to 20% revenues from the lack of a robust customer experience (CX) strategy.
Atul Tuli, Sales Director – Fusion CRM, Oracle ASEAN, said, “The report’s findings endorse the criticality of delivering the promised consumer experience every time, all the time, failing which customers will readily switch to rivals. Organizations around the globe, and particularly in India, are missing significant revenue opportunities by not differentiating themselves across all channels, touch points and interactions to nurture customers and build loyal relationships. For businesses to succeed, they must drive towards a 360-degree view of customer interactions; invest in open and integrated technology; and leverage analytics to drive decision-making and personalized customer communication."
The findings of the report assess the financial impact of not keeping pace with rapidly-evolving customer expectations. According to the research data, 93% executives globally believe improving customer experience is one of their organization’s top three priorities in the next two years, and 91% wish to be considered a customer experience leader in their industry.
