India, June 24 -- Businesses are harnessing technology to offer innovative products and services to their customers. They are also enhancing user experience by removing possible bottlenecks. However, customer service still remains inadequately digitized.

Customer service remains reactive

Today digital businesses differentiate themselves on the basis of the innovative services, ease of use, or online safety they offer to their customers. But, there are hardly any instances when a business is known for its exceptional customer service experience. This is because customer service still remains reactive. It comes into picture only when a customer experiences or reports an issue.

While businesses are spending enormous amounts of effort in e...