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This pandemic have pushed the customers toward digital channels & have extended customer expectations to the new heights. The success of every business today is majorly depends on the experience it provides to its customers. Customers expect swift and well-crafted services across channels which provide them necessary information and support to make informed decisions. Thus, it's necessary for organizations to craft frictionless customer engagements across channels to deliver a holistic customer experience & build the trust & loyalty with your customer in unprecedented time.

At Freshworks we recently surveyed 1,500 service professionals across the globe with 200 of them from APAC to understand predictions for CX in 2021. The big concerns are that customer expectations are rising and so are contact volumes. In APAC, over 80% of customer service leaders have seen an increase in support volumes across digital channels like email, live chat & messaging, social media and website. 65% of customer service leaders worldwide are embracing remote or hybrid operating models that accommodate work-from-home as well as working from office as they move forward. With this change, we’re witnessing the rise of a new brand of customer service that’s centred around agility.

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Featured Speaker


Join this webinar with Freshworks and UBS Forums to learn more

Explore how you can lead the industry by understanding your customers better and creating personalised experiences, whether your customer connects with you digitally, in person or both.

Customer Empathy: Understanding the growing customer expectations

Explore the Digital Transformation journey of the Customer Service Function.

Explore the key factors effecting & transforming Customer experience in this new normal


Do attend the webinar to receive a copy of the CX Mandate report 2021.


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