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June 7 - 8, 2018|San Diego, US

150+ Customer Service Leaders meet to map the future of customer support

After seven year's of success, the Customer Service Summit is heading to the West Coast for the first time, bringing together and unrivalled list of major brand leaders to guide you into the future of customer care and social media customer service

  • Be Scalable: Ensure quality and consistency as your support teams grow and adapt to changing demands. Empower agents, supercharge onboarding, stay functional, flexible and augmented, and futureproof your support structure for every occasion
  • Be multichannel: Deliver unified and frictionless customer experiences wherever your customers are. Connect the data dots and fully embed social, web, chat and portal into your contact center operations for a seamless multichannel experience
  • Be self-serving: Give your customers the power to shape their own experiences on their own terms. Leverage digital assets, utilize bots & AI, remove friction points and resolve issues with the speed and efficiency your customers expect
  • Be proactive: Go above and beyond expectation. Gain a real-time view of your customers’ needs and provide an effortless experience. Move from customer support to customer success
  • Be personalized: Equip your team with the context they need to create services tailored to each customer. Build strong customer relationships that defy the impersonal approach.

Outstanding Customer Care and Social Support Leaders confirmed to speak

Lancer Gruner
Lancer Gruner

Mastercard

Executive Vice President, Global Customer Care

Kimarie Matthews
Kimarie Matthews

Wells Fargo

Senior Vice President, Wells Fargo Virtual Channels Social Care & Capabilities

Urvashi Sheth
Urvashi Sheth

Western Digital

Vice President, Global Customer Care

Laurie Toscano
Laurie Toscano

Estée Lauder Companies

Executive Director, End User Services

Sarah Brownback Wortman
Sarah Brownback Wortman

Citi

Senior Vice President, Global Social Listening and Customer Engagement

Gregg Fernandes
Gregg Fernandes

The Washington Post

Vice President of Customer Care and Logistics

Joshua Powe
Joshua Powe

Delta Airlines

Customer Service Director

Chip Liebenow
Chip Liebenow

Home Depot

Customer Care Director

Nathan May
Nathan May

Visa

Vice President, Prepaid Customer Service

Josh Ramsey
Josh Ramsey

Hilton

Corporate Director, Customer Care: Executive Escalations, Diamond Desk, Social Media, Non Voice

Katherine Chan
Katherine Chan

Airbnb

Customer Experience and Global Service Manager

Michelle Mattson
Michelle Mattson

T-Mobile

Director of Social Media

What previous attendees think

Verizon

“Great line-up of different industries, great topics, great discussion”

John Knight, Head of Social Customer Service, Verizon

Hot off the press - download your brochure now

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown

Companies that have previously attended Incite events include:


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  • Google
  • CapitalOne
  • Audi
  • Dow Jones
  • Michelin
  • Minor Hotels
  • Chrysler

The USA’s best Customer Service conference just got better:

  • Practical, Real-world case studies from proven brand leaders: We know you're here to learn. So we deliver case studies filled with next steps and 'how tos' from major brands leaders. Last year, that included InterContinental Hotels, Time Warner Cable, AT&T, HP and Virgin America
  • Network with senior customer service executives from huge brands: Attendees who have joined us at the Incite Customer Service Summit include executives from Whole Foods, Verizon, Darden Restaurants, Nestle, Comcast, Google and more. Over 70% of our attendees are guaranteed to work at 'end user' major brands. And over 60% of them are Directors, or more senior.
  • An agenda focused on the future of your discipline: Rooted in six-years of experience, this conference nevertheless constantly looks forward. This year, we'll take social media customer service delivery as a baseline, not a goal. What's next on the horizon?

Join customer service leaders from the biggest brands in the USA

Cocal Cola
GE
MTV
RedBull
Mondelez International
Pfizer
ESPN
Visa
Samsung
Intel
Citi
eBay
Sony
McDonalds
HSBC
Microsoft
Google
Dell
Travelzoo

“Great inspiration, great education, and good for validation that we are working toward the same goals”

Lisa Oswald, VP, Customer Service, Travelzoo

Join customer service and social media customer service leaders from the biggest brands in the USA

SENIORITY GRAPH
BRANDS GRAPH

Hot off the press - download your brochure now

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown

Our Formula for Success – It’s Simple…

  • Provide the most comprehensive and in-depth agenda delivered by expert corporate speakers.
  • Year-round research with corporate executives to discover the topics critical to Customer support and social care success.
  • Recruit only corporate speakers from big brands, the people like you that work with Customer support and social care on a day to day basis.
  • High-level, business focused discussion, resulting in you learning best practices.

An agenda focused on the future of customer service:

Under our theme of effortless, seamless, and anytime customer care, we've focused this year's agenda to bring you in depth insights on the critical issues you'll face in the year ahead. Based on months of research with customer service executives from huge companies, our agenda will give you proven insight on topics like:

Multichannel resolution

Deliver unified and frictionless customer experiences wherever your customers are. Connect the data dots and fully embed social, web, chat and portal into your contact center operations for a seamless multichannel experience

Self-service, AI & Bots

Give your customers the power to shape their own experiences on their own terms. Leverage digital assets, utilize bots & AI, remove friction points and resolve issues with the speed and efficiency your customers expect

Scalability

Ensure quality and consistency as your support teams grow and adapt to changing demands. Empower agents, supercharge onboarding, stay functional, flexible and augmented, and futureproof your support structure for every occasion

Proactivity

Go above and beyond expectation. Gain a real-time view of your customers’ needs and provide an effortless experience. Move from customer support to customer success

Personalization

Equip your team with the context they need to create services tailored to each customer. Build strong customer relationships that defy the impersonal approach.

Yum! Brands

“The summit is highly worthwhile and an excellent way to gain actionable insight”

Amy Sherwood, Vice-President, Public Relations, Yum! Brands

Hot off the press - download your brochure now

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown

Proven: The USA's best customer service conference

  • 97% of Incite Summit attendees recommend the conferences to their peers
  • Over 2,500 customer experience executives have attended Incite events since we began in 2010
  • Previous attendees at Incite events include General Mills, Aflac, Citi, Red Bull, Verizon, Facebook, Google, Pfizer, WalMart, Whole Foods, United Health, Bacardi, 3M, Comcast, DHL and many more

97%

of attendees recommend the Summit to their corporate peers

98%

of Customer Service Summit attendees say they learned something new & useful which they have applied to their own strategy

200+

the number of senior, brand execs that will join you at The Customer Service Summit

3 Reasons You Have to Attend The Customer Service Summit 2018.

1

Critical Insight from VP’s and Directors of Customer Service: In knowing where customer service is headed, VP-level execs from the world’s most biggest brands will share the decisions that will shape your role and future strategy. Get this invaluable insight to ensure you stay ahead

2

A Cutting-Edge Agenda: Gain actionable insight on 2018’s biggest challenges and opportunities, as decided by you and your peers. Whether your focus is Social Media Customer Service, or broader multichannel care… our tracked approach will tailor both days to your specific needs

3

Learn from and Benchmark against 150+ Corporate Peers: We know that the best person to give you advice is someone that has direct, ‘tried-and-trusted’ experience. #INCITECS features corporate speakers, with a total focus on corporate priorities and learning. Get over 16 hours of best practice and future strategy planning with the world’s leading brands.

This will be the most beneficial two days out of the office all year... reserve your place now before it’s too late!

Josh Gordon

Josh Gordon

Senior Project Director
Incite Group

UK: 44 (0) 207 422 4348

Email: josh@incite-group.com

Hot off the press - download your brochure now

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown