Closing the Customer Experience Gap: CX Trends
Leading companies in consumer-facing industries (like Airbnb and Uber) have used technology to build their brands on customer service, raising the stakes for everyone. Today, customers are comparing all companies to the very best making them more demanding than ever.
They want fast and efficient resolutions and, without having to repeat themselves. They expect you to reach out and give them the information they haven’t realised they want yet, without having to get in touch with you but without feeling spammed.
They want you to talk to them without having to talk to you. Still, they aren’t fully sold on the benefits of AI and more than 80% of the 25000 customers we interviewed by Zendesk who had interacted with a support bot said they interacted with a human afterwards.
- Are companies in India proactively reaching out to their customers?
- Which contact methods are most efficient at solving customer problems?
- Are AI tools or features being used to improve customer experience?
- Which are the most interesting customer experience trends to keep in mind?
6:30 pm: Arrival of guests and reception
7:00 pm: Welcome by The Ortus Club and short address from Zendesk
7:10 pm: Discussion instigated by the moderator and continued by the group
7:45 pm: Starters served
8:00 pm: Discussion brought to a close and guests are encouraged to continue networking
9:00 pm: Change of seats before dessert
The Taj West End Hotel
25, Race Course Rd, High Grounds, Bengaluru, Karnataka 560001, India
Chief Information Officer of Decathlon Sports India
Co-Founder & Chief Information Officer of Goodera
Co-Founder of Qwikcilver Solutions
Chief Operating Officer of Zoomcar
Chief Technology Officer of Zivame
Head, App Development of Cloudnine Group of Hospitals
Head, Marketing of InMobi
Head, Mobile Strategy, APAC of Akamai Technologies
Senior Vice President & Head, Consumer Business of ClearTax India
Senior Vice President of Manthan
Executive Vice President, Technology & Innovation of DTDC Express
General Manager, Digital Channel and Packaged Goods of Chai Point
General Manager, IT Services of ITC Infotech
Director, Business Transformation and Automation of VMware
Director, Digital Business Platforms of Happiest Minds Technologies
Director, IT of Manthan
Assistant Vice President, Product Management, Digital Operations and Platforms Division of Wipro