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
Hemant Oberoi Restaurant, BKC
5, Ground Floor, Jet Airways Godrej Building, G Block, Bandra Kurla Complex, Bandra East, Mumbai, Maharashtra 400051, India
Chief Executive Officer of Pay1
Chief Operating Officer of Hopscotch
Founder & Chairman of Suvidhaa Infoserve
Founder of ODeX India Solutions
Founder of Vista Rooms
Co-Founder of ftcash
Co-Founder of Zooty
Head, Customer Service Operations of Tata CLiQ
Head, Operations of Seniority
Head, Customer Service of Suburban Diagnostics India
Senior Vice President of Waaree Group
Vice President, Operations of MoneyOnMobile
Vice President, LOCO of Pocket Aces
Senior General Manager, Operations of Truebil
Deputy General Manager, Operations of Mahindra Logistics
Director, Customer Experience of Cleartrip.com
Director, Customer Experience of Hopscotch
Senior Manager, Customer Service of Seniority
UX Designer of Pay1