Salesforce report: 93% of customers in India expect faster service as technology advances

The way customers in India think and behave while making a purchase is being transformed by the advancements in technology, particularly the rise of Artificial Intelligence. According to a recently published report by Salesforce, which surveyed 14,300 consumers and business buyers from 25 countries, including 650 respondents from India, several intriguing insights have been derived from this report.

At Cymetrix, a leading Salesforce Partner, we have summarized the key highlights here:

Salesforce Report What Indian Customers Expect As Tech Advances

1. The report underscores the impact of economic and technological shifts on customer priorities, behaviors, and expectations. In India, 76% of customers expect companies to anticipate and understand their evolving needs, highlighting the increasing demand for personalized experiences.

2. Another important insight from the report is that 93% of customers in India expect faster service as technology advances. With the widespread adoption of smartphones and other digital devices, customers have grown accustomed to faster service. Brands that fail to meet their expectations risk losing customers to competitors who provide swift and more efficient service.

3. Apart from this, the report also highlights that 90% of consumers in India say the experience a company provides is just as essential as its products and services. That shows customers look for more than just a good product or service. They want an experience that is engaging, convenient, and enjoyable.

4. Lastly, we also discovered that 63% of consumers in India switched brands at least once in the past year. That shows that customers are willing to switch brands if their expectations are not met. With the rise of e-commerce and online shopping, customers can access a wide range of options, making it easier to switch brands if dissatisfied.

In conclusion, the State of the Connected Customer report by Salesforce highlights how AI, digital transformation, and macroeconomic trends are reshaping customer expectations and behaviors across the buying lifecycle in India. Moreover, brands that deliver personalized experiences, faster service, and a seamless customer experience can differentiate themselves from their competitors and build long-term customer loyalty.

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