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Gartner Survey Finds That Most Consumers Have Underwhelming Digital Experiences

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Across all industries, at least 84 percent of consumers say their experiences with using digital tools and services fall short of expectations, according to the Gartner, Inc. Digital Consumer Experience Index.

To gauge the current state of consumers’ perception of key characteristics of their digital experiences, Gartner conducted an in-depth survey of their engagement with and reactions to common digital use cases across 11 industries. Those digital use cases included actions such as placing a retail order, submitting a service request to a bank, purchasing life insurance, paying a government bill, and checking the status of healthcare benefits. The specific elements of total digital experience probed were consumers’ level of trust, perceived ease of use, and benefits received, such as saving time or money.

“Customer focus is a top business priority for CEOs and subsequently a large investment area for CIOs,” said Brad Holmes, managing vice president at Gartner. “Despite these efforts, consumers report significant gaps in enterprises’ ability to make digital experiences easy, to earn their trust, and to deliver desirable results.”

All industries show room for improvement

The cross-industry look revealed that most organizations do not meet consumers’ expectations. In banking, the best-performing industry, only 16 percent of respondents rate their digital perceptions in the top quartile of the index. “In fact, among consumers who have used the digital services we asked about, 26 percent (banking) to 49 percent (government) rate their perceptions in the lower two quartiles of our index, leaving a lot of room for improvement,” Mr. Holmes said.

Millennials use digital services more often, but are less satisfied than other generations

Differences in adoption by age or generation are also key insights for experience design. It is no surprise that millennials are in general a lot more engaged digitally than their older peers. The survey found that at least two-thirds of millennials use retailers’, manufacturers’ and utilities’ digital services.

“While millennials are the most frequent users of digital services, they are also the least happy. Out of all generations, they have the lowest opinion of most industries’ digital services,” Mr. Holmes said. “This may be because baby boomers and other older generations use over time has made them more immune to poor ease of use, or that they have become resigned to doing what it takes to get value one way or another.”

Consumers rate retailer digital experiences as the easiest; governments the most difficult

Ease of use is a critical element of a positive experience. Online retailers have innovated continuously to reduce the instances of shopping cart abandonment and other blockers to completing a purchase transaction. Banks also have invested in simplifying transactions such as submitting a service request or using chat for support. Those efforts have panned out in relatively higher consumer perception for ease of use. Consumers who are current and past users of governments’ and life insurers’ online services and tools perceive them to be more difficult.

Along with ease of use, trust is a key component of a consumer’s satisfaction with a digital experience. According to the Index, banks enjoy the highest level of trust among consumers. Yet skeptics remain as 18 percent of those consumers who choose not to use bank’s online services say it’s because they “don’t fully trust them.” Similarly, for governments and retailers, 20 percent of nonusers point to lack of trust as their reason.

“Given that most industry’s digital experiences don’t perform very well in the eyes of the consumers, this is a wake-up call for all CIOs. They should evaluate the index closely and prioritize IT investments to close critical digital engagement gaps,” said Mr. Holmes. “CIOs must get together with their CMO, customer experience, business unit and product leaders to revisit and reset the current digital experience priorities and projects in light of these insights. The path is well paved by best practices of leading retailers, banks and the successful digital natives. Understanding and applying cross-industry best practices in order to re-engineer digital product and service capabilities is the right way to make progress.”

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Fyool App Launches New User Interface

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FYOOL, a unique cashback app that hit the android market last year, offering up to 50% cashback on petrol, diesel, CNG, LPG, restaurant along with all types of wine and beer now once again makes a buzz. It now boasts of a new user interface in which school fee, groceries, travel, hospital, pharmacy, saloon, apparel, online bill payments and a lot more has been included in 50% cashback offerings.

Looking at the growing user base the App is all set to kick off with its dedicated ‘Rupay card’ which will be used for all the shopping and cashback. The card can be easily booked by a request made through the application itself. The card will work like a prepaid debit card and valid for all online shopping and swipe machines. It will give added comfort to the users as they no longer have to upload bills in the new version. All the transaction and shopping will be made through the card.

The card needs to be recharged like any prepaid card. Users can recharge cards from the application. The app will be setting limitations on the monthly cash back and the Cashback can be redeemed by claiming any product from the app without paying any cash by the user.Fyool Rupay prepaid Card was recently launched by TV Celebrities Delanz Irani & Pankit Thakkar.

Commenting on the new development, Raunak Sharma, Founder FYOOL said, “We have upgraded to the new version as we are getting a very good user response and felt that the time is apt to move to the next level of offering. Our intention is in sync with our core philosophy of reducing the financial stress of the common man that this difficult time has pressed upon us. We want to ease the financial drain on the middle-class people who have been severely hit by the pandemic situation hence we have now added the grocery category too. We all know in the current scenario; the lower income group continue to feel thepinch while buying daily household items. We want the housewives also to benefit by using the cashback for grocery items.

So, keep yourself-updated with the new trend of saving money by downloading FYOOL app from play store or app store. Register yourself with name, mobile no. and email id and book FYOOL prepaid card today!

Once you receive the card, set your card pin from the FYOOL app. Load money in your card by selecting top-up in FYOOL app. Use your card anywhere offline or online like petrol, diesel, CNG, LPG, groceries, medical bills, school fees, online bill payments etc. Get 50% cashback on every transaction. And you can redeem your cashback by claiming the products like air conditioners, air purifiers, home theatres, and laptops, LED TV, mobile phones, refrigerators, scooty,
bikes and many more from the shopping cart of FYOOL app. It’s that simple!

FYOOL was created with the intention to uplift the lives of overburdened customers with the price hike owing to the unexpected pandemic and lockdown in 2020. The FYOOL cashback app is one of its kind in the market and instrumental in creating an additional income for the lower-income groups and housewives.  

This creative venture is the brainchild of Mr. Raunak Sharma and the app is completely ‘make in India’, thus promoting the Atmanirbhar Bharat scheme started by the Government of India.

Fyool App, Fyool App Interface, User Interface, Cashback, IT News, Technology News, Telecom Today

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Tech Startup Xencov Software Venturing to Advanced Technologies- AI, ML & IoT

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Xencov Software announced that it is venturing to new-age technologies such as Artificial Intelligence, Machine Learning & IoT. This initiative is a result of several enterprises taking steps in incorporating new-age technologies in business operations as a result of Covid-19 pandemic. This helps enterprises to save money, boost efficiency, generate insights, and create new markets. With a focus on product development based on Artificial Intelligence, Machine Learning, IoT & intuitive Design, Xencov Software aims to scale up the business to 2x.

Today, it is imperative for enterprises to tap opportunities in data analytics, Artificial Intelligence (AI), Machine learning, IoT, etc. to remain relevant & stay ahead.

The sector has a more prominent role in the future with the increased dependency on these technologies & will have a greater impact on the businesses.

According to Suroor Wijdan, Founder of Xencov Software, “In the near future given the current pandemic situation, there will be an increased dependency on digital tools.  Moreover, technology companies and start-ups have realized the need for AI, Machine Learning & other new technologies in solving the business needs. “

He further added that with changing trends, Xencov started working on these technologies which is a growth opportunity for us.

According to a report, the global artificial intelligence (AI) market size will grow by US$ 75.54 billion during 2019-2023. McKinsey predicts that AI will boost productivity way more than the steam engine was able to in the 1800s. AI’s impact on the global economy is that it will have generated US$13 trillion in economic activity across the world by 2030, says McKinsey. It also expects that AI will add about 1.2 per cent of additional GDP growth per year through to 2030.

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Retail Startup Perpule Announces the Expansion of Its Footprints in Southeast Asian Market

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Following the massive rise in demand of ecommerce enablement solutions globally, Perpule expanding its footprint to the Southeast Asian market with its ecommerce enablement product Perpule E-Commerce+. Through this expansion, the company is targeting modern retailers – spanning across categories like fashion, grocery, electronics, food & others – operating in Indonesia, Malaysia, Vietnam, Thailand, Singapore & Philippines.

The retail market in Southeast Asia is over $700 billion but is yet to adopt modern technologies and become heavy on ecommerce. COVID-19 has further exacerbated the situation by disrupting the businesses of several offline retailers who are now facing a slowdown in sales and operations. Perpule E-Commerce+ strives to address these challenges by driving ecommerce readiness and thereby helping the retailer community restart their operations afresh in the post-COVID world. The company aims to secure around 20% of the ecommerce market share and help offline retailers switch to an online model in minimum time.

Perpule Ecommerce+ is truly built with a next gen approach to facilitate ecommerce smoothly from offline stores and has all the necessary integration with leading payment gateways, logistics players, ERP, POS, Loyalty etc. to make ecommerce enablement much easier for retailers. Perpule’s homegrown Progressive Web Apps (PWA) technology is a game-changer in ecommerce for retailers. It offers users a superior browsing experience even on poor internet connections and works completely offline thereby improving conversion rates by over 40%.

Commenting on the expansion, Abhinav Pathak, CEO & Cofounder, Perpule said, “While the entire world stands disrupted by the unprecedented impact of COVID-19, the retailer community has been impacted the most. At Perpule, we aim to equip retailers with an advanced, new-age online platform and provide them with a major fillip to effectively and profitably run their businesses, even during a crisis like this. We are delighted to foray into the Southeast Asian market and will endeavor to serve customers in the best possible manner through our tech-driven platform.”

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