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.
We will be discussing:
- Are companies in Australia 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
Byblos Bar and Restaurant
18-38 Siddeley St, Docklands VIC 3008, Australia
Managing Director at IRESS
CIO at Forever New Clothing
COO at PROBE Group
COO at Independence Australia
CMO at Mcmillan Shakespeare Group
General Manager of Marketing at Latitude Financial Services
General Manager of Technology at Workwear
Group General Manager of Operations at Stellar
General Manager of Health Solutions at Independence Australia
Group General Manager of Simpler Stores & Store Format at Target Australia
General Manager of Products and Strategy at Stellar
General Manager of Technology at Australia Post
Executive General Manager of Marketing & Customer at Tabcorp
VP of Product at Redbubble
Head of Strategy at Australia Post
Head of Customer Experience at Latitude Financial Services
Experience Design and Strategy Manager at Tennis Australia