Telecom and Logistics lead with advanced digital integration and operational reliability, while Healthcare and Retail lag due to fragmented journeys and empathy gaps.
With Digital (3.21) leading, Indian industries demonstrate strong technological integration and accessibility. However, Service (3.10) and Brand (3.18) show that operational reliability has yet to translateinto emotional consistency, while Employee (3.19) emerges as an untapped lever for empathy and trust-driven differentiation.
However, best-in-class brands set a much higher standard, achieving 4.40–4.80 scores across all pillars through proactive communication, humanized automation, and visible accountability.
Be the leader who builds a tribe, not just a customer base.
Measure success by trust and advocacy, not just revenue.
Integrate brand purpose into experience design.
Be everywhere your customer is, and still feel human.
Erase the line between clicks and handshakes.
Don’t personalize date. Personalize attention.
Expand self-service to 40-70% containment via omnichannel platforms
Accelerate AI adoption from pilots to scalable empathy.
Trust your people to be the brand you promise.
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