SAP report highlights importance of enhancing digital experience

Nine out of 10 customers switch brands due to an unsatisfactory digital experience, revealed a report published on Monday by SAP, a leader in enterprise application software.

The report titled ' India Digital Experience Report' claimed that India's best known brands jeopardise customer loyalty over an unsatisfied digital experience.

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 to its audience. Only 8 per cent of the customers unsatisfied with their digital experience would continue to remain loyal to the brand.

The report also highlighted a significant digital gap between the best and worst performing brands across all markets in Asia-Pacific Japan.

"Digital transformation will be crucial for accelerating the growth of India's economy. The report corroborates the need for the industry to identify digital business leaders who can look into the digital experience that businesses provide to their customers," said Deb Deep Sengupta, President and Managing Director, SAP Indian Subcontinent.

According to an industry report India's economy is expected to grow from USD two trillion to USD 10 trillion by 2030.