india digital experience infographic v06 - sap news...
TRANSCRIPT
SAPDIGITAL EXPERIENCE INDIA
WH
AT
WE
DID
x 3,000SURVEYED
x 8000DIGITAL
EXPERIENCES
HOW THEY SCORE THE DIGITAL EXPERIENCE
THEDX
SCOREUNSATISFIEDDELIGHTED
PR
IVA
CY
VS
. PER
SO
NA
LISA
TIO
NW
HA
T W
E F
OU
ND
THE DX SCORE44%
WE ASKED CONSUMERS IN INDIA ... ACROSS SEVEN INDUSTRIES ...
DELIGHTED CUSTOMERS ARE 9.5 TIMES MORE LIKELY TO STAY LOYAL
9 OUT OF 10 UNSATISFIED CUSTOMERS WILL GO ELSEWHERE
DX
SC
OR
E B
Y I
ND
US
TR
Y
HO
W B
RA
ND
S P
ER
FOR
M
AUTOMOTIVE
74%
LEADING
UTILITIES
-40%
LAGGING
AUTOMOTIVE
73%
BANKING
63%
TELCO
14%
GOVERNMENT
18%
UTILITIES
22%
CONSUMER RETAIL
UTILITIESBANKING TELCOGOVERNMENT
AUTOMOTIVE INSURANCE
BRANDS IN INDIA ARE MEETING THE DIGITAL EXPERIENCE EXPECTATIONS
OF CONSUMERS IN INDIA
THE DX SCORE
44%DELIGHTED
59%
UNSATISFIED
15%
47%
41%
30%
34%
43%
44%
60%
CONSUMERS ARE, ON AVERAGE, FIVE TIMES MORE WILLING TO SHARE PERSONAL DATA WITH ORGANISATIONS IN ANY INDUSTRY WHEN THEY
ARE DELIGHTED WITH THE DIGITAL EXPERIENCE.
To learn more, read the full report at www.sap.com/India/indxrOr join the conversation #indxr
UN
DE
RS
TAN
DIN
G T
HE
DIG
ITA
L B
US
INES
S F
RA
MEW
OR
KDX
SC
OR
E A
ND
IN
FLU
ENC
E
WH
AT
’S I
MP
OR
TAN
T
DX SCOREBY INFLUENCER SEGMENT
AS PEOPLE BECOME MORE INFLUENTIAL IN THE DIGITAL WORLD, THEIR DIGITAL
EXPERIENCE SCORES INCREASE INFLUENCERS
75%
CONTRIBUTORS
34%OBSERVERS
9% PASSIVES
9%
AVAILABLE ANYTIME
ON MY TERMS
RESPECTFUL AND DEDICATED TO MY
NEEDS
Copyright 2016 SAP India or an SAP affiliate company. All rights reserved.
SAFE AND SECURE
DELIGHTEDUNSATISFIED
62%19% 55%12% 73%28% 66%12% 72%25%
60%15% 52%11% 54%11% 65%19% 56%12%
PERSONAL PROFILE
MAIN FINANCIAL INSTITUTION
EDUCATION LEVEL
OCCUPATION BUYING PREFERENCES
HEALTH OR MEDICAL RECORDS
PERSONAL FINANCES
MOBILE PHONE RECORDS
SOCIAL MEDIA USAGE
WEB BROWSING HISTORY
5Xmore willing
to share
HOW BRANDS PERFORM, RANKED BY INDUSTRY
0
10
20
30
40
50
60
70
80
ALL BRANDS IN INDIA FROM AN INDEX OF 48 ACHIEVED A POSITIVE DIGITAL
EXPERIENCE SCORE
DIGITAL COREAT THE CENTRE OF THE DIGITAL BUSINESS FRAMEWORK IS THE
DIGITAL CORE, A SINGLE, REAL-TIME ENTERPRISE
MANAGEMENT SYSTEM THAT INTEGRATES PREDICTIVE, BIG
DATA AND MOBILE CAPABILITY.
WORKFORCE MANAGEMENT
AN ORGANISATION NEEDS A SYSTEM THAT REMOVES
COMPLEXITY AND EMPOWERS ITS PEOPLE TO FOCUS ON OUTCOMES FOR
ITS CUSTOMERS.
BIG DATA AND THE INTERNET OF THINGS
THERE IS ENORMOUS POTENTIAL IN THE DATA ORGANISATIONS HOLD.
NEW BUSINESS MODELS ARISE FREQUENTLY AS BUSINESSES
LEARN TO DELIVER SMART PRODUCTS AND SERVICES, TO THE
DELIGHT OF THEIR CUSTOMERS.
BUSINESS NETWORKSTHE PROCESS OF DELIVERING ON CUSTOMER EXPECTATIONS
EXTENDS INTO A VAST NETWORK, AND A SYSTEM THAT
CAN OPTIMISE THAT IS A COMPETITIVE ADVANTAGE.
CUSTOMER EXPERIENCEORGANISATIONS NEED A SYSTEM
THAT CAN DELIVER ACROSS MARKETING, SALES, SERVICE AND
COMMERCE, WHILE APPLYING ANALYTICS TO SENSE AND
RESPOND TO CUSTOMERS’ NEEDS IN REAL TIME.
B R I N G I N G I T A L L TO G E T H E RWHILE THESE FIVE DIGITAL BUSINESS PILLARS DELIVER SIGNIFICANT VALUE IN THEIR STAND-ALONE CAPABILITY, THE ULTIMATE GOAL IS TO DESIGN THE NEXT GENERATION OF BUSINESS PROCESSES THAT SPAN ALL PILLARS. CUSTOMER EXPERIENCE WILL NOT STOP AT THE CHANNEL EXPERIENCE. SUPPLY CHAIN AND SERVICES HAVE TO ALIGN WITH THE CUSTOMER EXPERIENCE STRATEGY IF PRODUCTS AND SERVICES ARE TO BE DELIVERED AS PROMISED.
D I G I TA L C O R E