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 Singapore 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: Mains are served
8:00 pm: Discussion brought to a close and guests are encouraged to continue networking
9:00 pm: Change of seats before dessert
28, Duxton Hill, Singapore 089610
President and Global Head of Finance at Olam International
CEO at SISTIC
COO at Healthway Medical Group
CIO & Chief Digital Officer at Prudential Assurance
CTO & COO at Certis CISCO Security
COO at Manulife
Chief Customer Officer at Jardine International Motors
Chief Retail Officer at Diamond Energy
SVP of Commercial at Senoko Energy
VP of Global Customer Experience at Citibank
VP of Customer Satisfaction & Quality at Schneider Electric
VP of Marketing for Luxury Brands at AccorHotels
VP, Head of Development & Asset Management at Club Med
VP of Business Transformation at Essilor
VP of Consumer Digital & Transformation at Singtel
VP of Loyalty & Guest Experience at AccorHotels
VP of Group Transformation Office at Singapore Post
VP at SP Group
AVP of Customer Relations at The Ascott
AVP of Customer Experience Operations at StarHub
AVP of Resort Marketing at Resorts World Sentosa
Head of Marketing at Lendlease Retail
Global Head of Innovation at Kuehne + Nagel
Head of Customer Centricity at LeapFrog Investments
Creative Director of Customer Experience at Ogilvy