IOT Adoption–India Takes The Lead

INDIA AHEAD OF SEVERAL MARKETS IN ADOPTING INTERNET OF THINGS TO IMPROVE CUSTOMER EXPERIENCE.

- Ramesh Kumar Raja

India ranks the second highest, behind China, in IoT-enabled customer maturity compared with other Asia Pacific (APAC) markets, revealed a new study commissioned by Genesys, a global leader in customer experience and contact centre solutions, in partnership with Frost & Sullivan, an IoT and technology research firm.

The study, titled IoT-Enabled Customer Experience (CX) Report 2016,offers insights into how companies in APAC perceive Internet of Things (IoT) and to what extent companies are adopting it to enhance customer experience. The research examined the way organisations view IoT as a key enabler in enhancing CX and their readiness to take advantage of this emerging technology. 

Across India, the research revealed organisations see high value in integrating IoT into their CX initiatives compared to other markets in the region. Close to 80 per cent of respondents cited IoT as a neutral or somewhat important priority compared to other CX initiatives, and almost 40 per cent of businesses said they are thinking about how to incorporate IoT.

“Our research found the overwhelming majority of respondents across aPaC believe customer lifetime value is the most significant business the convergence of customer journeys across digital and physical environments, in turn enabling organisations to consistently deliver personalised, predictive and productive experiences for their customers.