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
CEO at InCred
CEO at Nirmal Bang Institutional Equities
CEO at Pay1
Co Founder at ftcash
Co-Founder at Zooty
COO at Hopscotch
Founder & Chairman at Suvidhaa Infoserve
Founder at ODeX India Solutions
Founder at Vista Rooms
SVP at Waaree Group
VP at Operations of MoneyOnMobile
VP of LOCO at Pocket Aces
Head of Customer Service Operations at Tata CLiQ
Head of Operations at Seniority
Head of Customer Service at Suburban Diagnostics India
Deputy General Manager of Operations at Mahindra Logistics
Senior General Manager of Operations at Truebil
Director of Customer Experience at Cleartrip.com
Director of Customer Experience at Hopscotch
Senior Manager of Customer Service at Seniority
User Experience Designer at Pay1