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
The Taj West End Hotel
25, Race Course Rd, High Grounds, Bengaluru, Karnataka 560001, India
CIO at Decathlon Sports India
Co-Founder & CIO at Goodera
Co-Founder at Qwikcilver Solutions
COO at Zoomcar
CTO at Zivame
Head of App Development at Cloudnine Group of Hospitals
Head of Marketing at InMobi
Head of Mobile Strategy, APAC at Akamai Technologies
SVP & Head of Consumer Business at ClearTax India
SVP at Manthan
EVP of Technology & Innovation at DTDC Express
General Manager of Digital Channel and Packaged Goods at Chai Point
General Manager of IT Services at ITC Infotech
Director of Business Transformation and Automation at VMware
Director of Digital Business Platforms at Happiest Minds Technologies
Director of IT at Manthan
AVP of Product Management, Digital Operations and Platforms Division at Wipro