Genesys, a global company offering omnichannel customer experience and contact centre solutions has released The 2016 IoT-enabled customer experience report. Interestingly, the research reveals India ranks the second highest, behind China, in IoT-enabled customer maturity compared with other APAC markets.
The Genesys commissioned study in partnership with Frost & Sullivan, 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 percent of respondents cited IoT as a neutral or somewhat important priority compared to other CX initiatives, and almost 40 percent of businesses said they are thinking about how to incorporate IoT.
