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, Finance of Olam International
Chief Executive Officer of SISTIC
Chief Operating Officer of Healthway Medical Group
Chief Information Officer & Chief Digital Officer of Prudential Assurance
Chief Technology Officer & Chief Operating Officer of Certis CISCO Security
Chief Operating Officer of Manulife
Chief Customer Officer of Jardine International Motors
Chief Retail Officer of Diamond Energy
Senior Vice President, Commercial of Senoko Energy
Vice President, Global Customer Experience of Citibank
Vice President, Customer Satisfaction & Quality of Schneider Electric
Vice President, Marketing for Luxury Brands of AccorHotels
Vice President, Head, Development & Asset Management of Club Med
Vice President, Business Transformation of Essilor
Vice President, Consumer Digital & Transformation of Singtel
Vice President, Loyalty & Guest Experience of AccorHotels
Vice President, Group Transformation Office of Singapore Post
Vice President of SP Group
Assistant Vice President, Customer Relations of The Ascott
Assistant Vice President, Customer Experience Operations of StarHub
Assistant Vice President, Resort Marketing of Resorts World Sentosa
Head, Marketing of Lendlease Retail
Global Head, Innovation of Kuehne + Nagel
Head, Customer Centricity of LeapFrog Investments
Creative Director, Customer Experience of Ogilvy