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 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
Upstairs at Indian Accent
The Lodhi, Lodhi Rd, CGO Complex, Pragati Vihar, New Delhi, Delhi 110003, India
Founder & CEO of Awfis Space Solutions
Co-Founder & CEO of Near Buy
Co-Founder & CEO of TrulyMadly.com
Co-Founder & CEO of Vantage Circle
Co-Founder & COO of Cashify
Co-Founder and COO of Bijnis
CEO of Coolwinks Technologies
CIO of GirnarSoft
CMO of Infogain Corporation
CTO of Carzonrent
CTO of Clicbrics
Head of Business Operations of WeddingWire
Head of Customer Success & Monetization of Careers360
Head of IT Infrastructure of Stryker
Head of Operations & Customer Experience of FabHotels
VP of Times Internet
VP of Genpact
VP of Product, Digital and Marketing Strategy of RateGain
AVP of Operations, Strategy, SCM and Patient Experience of Clove Dental
Director of Agarwal Packers and Movers
Director of Operations of Centre for Sight
Director of Operations of ChargePoint
Director of Operations of Worldwide DMC
Product Service Manager of Voltas