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.
We will be discussing:
- Are companies in Australia 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
Byblos Bar and Restaurant
18-38 Siddeley St, Docklands VIC 3008, Australia
Managing Director of IRESS
Chief Information Officer fo Forever New Clothing
Chief Operating Officer of PROBE Group
Chief Operating Officer of Independence Australia
Chief Marketing Officer of Mcmillan Shakespeare Group
General Manager, Marketing of Latitude Financial Services
General Manager, Technology of Workwear
Group General Manager, Operations of Stellar
General Manager, Health Solutions of Independence Australia
Group General Manager, Simpler Stores & Store Format of Target Australia
General Manager, Products and Strategy of Stellar
General Manager, Technology of Australia Post
Executive General Manager, Marketing & Customer of Tabcorp
Vice President, Product of Redbubble
Head, Strategy of Australia Post
Head, Customer Experience of Latitude Financial Services
Experience Design and Strategy Manager of Tennis Australia