india digital experience infographic v06 - sap news...

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