Closing the Customer Experience Gap: CX Trends

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 Hong Kong 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?