Tech Boosts Customer Experience, Opens New Doors Of Growth

The relationship between a firm and its consumers is much more than boosting product ratings or decreasing wait times.

According to the CX Trends Report, 65 per cent of customers believe that artificial intelligence (AI) will save them time when contacting a company. 

MD & CEO of Lacoste India, Rajesh Jain said, "We think technology in terms of digital but, today’s customers return to you not just because it is digital but predominantly because of three things, which are collection, care, and convenience."

Rakesh Kaul, MD & CEO of Livpure believes that the core of technology should be used in the identification of problems and their solutions. Kaul said, "India has 17 per cent of the world’s population and only having only 3 per cent of drinking water and in fact, 92 per cent of that water is not portable." Even after, in India, people are not buying water purifiers because of the high cost of their operations. So, we made a tech stack that gives purifiers on rent which improved the penetration of water purifiers across India, he added.

Kaul is confident that Livpure to add 2 million customers in the next three years with the help latest technologies. "Today, we acquire 15,000 to 16,000 customers every month which is totally backed by strong technology and because of this tech stack, we have reached out to around 200,000 customers", he said.

Technology is one of several tools used by companies to assist in the problem-solving process which entails acquiring and analysing data before proposing solutions to a business challenge.

CEO & Executive Director of Jindal Lifestyle, Rajesh Mohata talked about a similar problem.

Mohata said that when people can’t visit offline stores too often, they created virtual reality technology which shows the people how their kitchen will look which solves the problem of transportation many times through this tech, all family members experience the future setup of respective places of their house.

Technology is one of several tools used by companies to assist in problem-solving. The entire problem-solving process entails acquiring and analysing data before proposing solutions to a business challenge.