Insights on Salesforce's State of the Connected Customer Report

In a recent virtual roundtable event, Salesforce unveiled its annual research, the "State of the Connected Customer Report." Rishika Danto, a key figure in Salesforce's enterprise business, expressed gratitude to participants and introduced the diverse panel, featuring Mankiran Chowhan, Deepak Pargaonkar, and Akhil Duggal.

Mankiran Chowhan Unveils Report Findings:

Mankiran Chowhan, with more than 2 years of experience at Salesforce, presented key insights from the report. Covering 25 countries and 14,000 respondents, the study highlighted shifts in customer expectations, engagement methods, and sentiments toward generative AI.

Chowhan emphasized the growing focus on cost efficiency, maximizing resources, and the escalating conversation around privacy, especially with the emergence of AI. As the report spotlighted, businesses face a pivotal moment in history, emphasizing the importance of understanding and meeting evolving customer needs.

Changing Consumer Landscape in India:

Delving into the Indian context, Chowhan noted that 76% of customers expect companies to comprehend their evolving needs. Additionally, a staggering 93% of Indian customers express a rapid expansion in technology priorities. The pandemic has notably transformed customer behavior, with 63% of Indian consumers opting to switch brands, indicating a dynamic market.

Deepak Pargaonkar Explores Generative AI Sentiments:

Deepak Pargaonkar took the stage to discuss the increasing role of generative AI. Emphasizing the curiosity, hope, and excitement surrounding AI, he admitted its prospect to revolutionize customer engagement. However, Pargaonkar stressed the importance of building trust, transparency, and accountability in AI applications, ensuring a positive and reliable customer experience.

Akhil Duggal Shares Atomberg's Customer Experience Journey:

Akhil Duggal, Head of Customer Experience at Atomberg Technologies, conveyed the company's transformative journey in the small appliance industry. From starting as a B2B entity in 2015 to becoming a B2B+2C powerhouse, Atomberg focuses on energy-efficient consumer durables. Duggal outlined the brand's offline and online strategies, emphasizing the crucial role of customer experience.

Balancing Online and Offline Experiences:

Duggal described how Atomberg unites with electricians, shopkeepers, and retailers to ensure a cooperative customer experience, especially in the offline market. Online platforms like Amazon and Flipkart play a vital role, with customer ratings influencing purchasing decisions. Maintaining high ratings and addressing even a single negative review becomes a priority to build and sustain customer trust.

Looking Ahead: The Role of Salesforce:

As the discussion progressed, the speakers acknowledged the multifaceted nature of customer experience in the evolving business landscape. Salesforce, with its commitment to responsible AI and customer-centric solutions, aims to be a strategic partner for businesses navigating the complexities of the connected customer.

In conclusion, the event provided valuable insights into the challenges and opportunities presented by the ever-changing customer landscape. As businesses continue to adapt, understanding and addressing customer expectations will remain paramount for sustained growth and success.