Digital experience counts and India needs Digital Business leaders to address that

Digital experiences can make or break a brand in today’s era and a strong digital infrastructure is imperative for any brand to remain relevant for its audience.

The India Digital Experience Report by SAP inds a significant digital gap exists between the best and worst performing brands across all markets in Asia Pacific Japan. Although India achieved a digital-experience score of 44 per cent, but the gap between the highest and lowest scoring brands in India was 60 per cent points.

Overall, 59 percent of consumers were delighted and 15 percent unsatisfied with their digital experience.

The report also reveals a strong correlation between digital experience performance and customer loyalty. Of those consumers delighted with their digital experience, 76 per cent said they would remain loyal to that brand, while only 8 per cent of consumers would continue to remain loyal to the brand, despite being unsatisfied with their digital experience.

Automotive was the top performing sector followed by banking, while Telco, Utilities, and Government are the sectors that are still lagging in digital experience.

Industry reports state that India’s economy is expected to grow from USD 2 Trillion to USD 10 Trillion by the year 2030. “Digital transformation will be crucial for accelerating the growth of India’s economy,” said Deb Deep Sengupta, President and Managing Director, SAP Indian Subcontinent. “The report corroborates the need for the industry to identify ‘Digital Business Leaders’ who can address the digital experience that businesses provide to their customers.”