The CX Of The Future

CIO East Africa will on Thursday 11 March 2021, host a webinar in conjunction with Freshworks, to probe the new customer experience mandate.

Customer experience (CX) is the sum of total perceptions and feelings of the customer, resulting from interactions with a brand’s products and services. It spans the lifetime of a customer’s relationship with a brand, starting before a purchase is made, continuing to active use, and advancing to renewal or repeat purchase.

Customer experience has however evolved over time as a Freshworks survey reports.

Out of 1,500 service professionals across the globe with 600 of them from EMEA surveyed to understand the predictions for CX in 2021, Freshworks reports that the big concerns are that customer expectations are rising and so contact volumes.

“Over 80 per cent of customer service leaders have seen an increase in support volumes across digital channels like email, live chat & messaging, social media, and website,” notes the study in part.

It further states that 65 per cent of customer service leaders worldwide are embracing remote or hybrid operating models that accommodate work-from-home as well as working from the office as they move forward. These changes are enabling the rise of a new brand of customer service that’s centred around agility.

Speaking at the one-hour free to attend virtual session is Anita Chege, the Digital Transformation Officer at HF Group, Vignesh Subramania, the Regional Sales Head at Freshworks, David Kariuki, Ag. Manager – Business Applications, KETRACO and Francis Mwangi, Technology Executive Consultant, moderated by Humphrey Odhiambo, the Head of Summits and Partnerships at CIO East Africa.

Nextiva discusses 12 trends driving the future of customer service.

Among the 12 are; Self-Service Options, Data-Driven Support, Blockchain and Distributed Ledger Technology, Omnichannel support, Customer Success, Artificial Intelligence & Chatbots, Real-Time Communication, Video and, Social Media, etc.

The future of customer service is the future of the business. Join this webinar to learn more on: the adoption of a hybrid work model, the need for organizations to be remote-ready, the increasing importance of meeting customers where they are, and the role of technology in CX.

As consumers continue to demand amazing service, so will they spend more to get it. Join on this link