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June 7 - 8, 2018|San Diego, US

This year's hard-hitting agenda

If you'd like to contribute as a speaker, please get in touch with josh@incite-group.com



Day 1, June 7th 2018

08:30 - 09:00
Omnichannel Customer Care

Discover how to build a strong digital framework: Put in place the right processes, CRM and structure to ensure consistency in support across any channel

With the vast array of digital channels seemingly multiplying by the day it’s vital your organization can support its customers wherever they happen to be!

Move with speed and clarity and provide a fluid and consistent standard of customer care across digital channels.

08:30 - 09:00
Rise of the Machines: Bots and Customer Service

Assess usage cases, enable greater self-service, reduce costs and response times, and increase customer convenience!

A buzzword to some, but with an estimated 80% of chat queries solvable by chatbot, it’s high time you made the case for bots in your organization. Hear how brands are using bots in their organizations and deliver the timely and efficient service your customers expect.

08:30 - 09:00
Self-service: Putting your Customers in the Driver Seat

Modern customers expect instant gratification and a fluid support experience – be the brand that enables them to shape their own experience!

Join the evolution towards a low effort service experience by leveraging digital assets across your network of servicing offerings, implementing AI, automation & chatbots, and offer your customers a range of choices to drive their own experiences.

Digital Strategy
Empowered agents
10:30 - 11:00
Unified Social Strategy

Craft a unified social strategy and collaborate effectively with stakeholders across all units involved in social.

Provide a greater standard of social care by leveraging all departments bought into social’s success

Staffing and training the customer service teams of tomorrow

Empower agents, decrease onboarding times, ensure scalability and future-proof your workforce.

In the age of on-demand it’s vital your workforce is augmented, flexible and ready to respond to changing demands and customer needs.

Maintain quality at scale, shorten onboarding times by getting to grips with the latest in virtual, immersive training and e-learning and reorganize your workforce to deliver outstanding customer care irrespective of demand.

10:30 - 11:00
Digital Integration

Convey all digital under one roof and build a clear picture of your customer’s needs.

Invest in the tools and capabilities required to listen to your customers and provide an intuitive reporting structure.

Formalize non-traditional customer care into something more manageable and instil confidence across the board.

3rd Party Optimization

Working with outsourcers and home agents presents a unique set of challenges and opportunities.

Learn how to:

  • Ensure your external agents feel like part of the family and ensure they have the same product knowledge, skill base and passion as the rest of the team
  • Get the right partner footprint and the right talent
  • Utilize the ‘gig economy’ for on demand staffing
10:30 - 11:00
Metrics for Success in Social Care

Integrate your social reporting into your traditional reporting structures.

Gain greater insights and benchmark your social response by integrating social metrics with traditional reporting as social support matures in both scope and scale.

Community Care & Engagement: Connect, Feedback, and Interact

Convert human tickets into self-service and create opportunities for deeper customer engagement, increased brand loyalty, and a wealth of feedback opportunities.


Day 2, June 8th 2018

08:30 - 09:00
Maintaining quality at scale

Ensure quality and consistency as your support teams continue to grow.

Learn how to:

  • Keep groups functional by defining responsibilities, expectations and workflows and fully embedding social into your contact center operations
  • Formalize non-traditional customer care into something more manageable
  • Supercharge onboarding by compressing education while maintaining quality
08:30 - 09:00
Automation and the customer experience

Augment your customer experience by utilizing AI to route customers and prioritize engagement.

Free-up resources, remove friction points, and create a more fluid experience that utilizes self-service.

08:30 - 09:00
The Personalized Touch

Deliver greater personalization as a standard through advanced collection and analysis of customer data, better use of machine learning and a greater understanding of which channels can provide value to your customers at a set time.

Build strong relationships with customers that defy the impersonal approach.

Go beyond the “wow factor” and provide them with a service tailored to them.

08:30 - 09:00
Achieving Seamless Service – Making Chat, Social, Email and Phone Work in Harmony

Customers expect companies to engage and serve their customers seamlessly across multiple platforms, channels, departments and life-cycles.

Learn how to break down internal silos, connect customer data and deliver a frictionless customer experience.

08:30 - 09:00
Delivering an Effortless Resolution – Provide Smooth, Timely and Proactive Customer Care

Effortless is everything… to thrive in a world of ever-increasing competition and heightened customer expectation you are expected to solve everyday issues quickly and easily.

In this session, we will cover:

  • Understand your customer and deliver a personalized experience for a quicker resolution.
  • Be where your customer is and resolve in channel.
  • Be pre-emptive rather than just responsive.

Day 1, June 7th 2018

08:30 - 09:00
Omnichannel Customer Care

Discover how to build a strong digital framework: Put in place the right processes, CRM and structure to ensure consistency in support across any channel

With the vast array of digital channels seemingly multiplying by the day it’s vital your organization can support its customers wherever they happen to be!

Move with speed and clarity and provide a fluid and consistent standard of customer care across digital channels.

08:30 - 09:00
Rise of the Machines: Bots and Customer Service

Assess usage cases, enable greater self-service, reduce costs and response times, and increase customer convenience!

A buzzword to some, but with an estimated 80% of chat queries solvable by chatbot, it’s high time you made the case for bots in your organization. Hear how brands are using bots in their organizations and deliver the timely and efficient service your customers expect.

08:30 - 09:00
Self-service: Putting your Customers in the Driver Seat

Modern customers expect instant gratification and a fluid support experience – be the brand that enables them to shape their own experience!

Join the evolution towards a low effort service experience by leveraging digital assets across your network of servicing offerings, implementing AI, automation & chatbots, and offer your customers a range of choices to drive their own experiences.

Digital Strategy
Empowered agents
10:30 - 11:00
Unified Social Strategy

Craft a unified social strategy and collaborate effectively with stakeholders across all units involved in social.

Provide a greater standard of social care by leveraging all departments bought into social’s success

Staffing and training the customer service teams of tomorrow

Empower agents, decrease onboarding times, ensure scalability and future-proof your workforce.

In the age of on-demand it’s vital your workforce is augmented, flexible and ready to respond to changing demands and customer needs.

Maintain quality at scale, shorten onboarding times by getting to grips with the latest in virtual, immersive training and e-learning and reorganize your workforce to deliver outstanding customer care irrespective of demand.

10:30 - 11:00
Digital Integration

Convey all digital under one roof and build a clear picture of your customer’s needs.

Invest in the tools and capabilities required to listen to your customers and provide an intuitive reporting structure.

Formalize non-traditional customer care into something more manageable and instil confidence across the board.

3rd Party Optimization

Working with outsourcers and home agents presents a unique set of challenges and opportunities.

Learn how to:

  • Ensure your external agents feel like part of the family and ensure they have the same product knowledge, skill base and passion as the rest of the team
  • Get the right partner footprint and the right talent
  • Utilize the ‘gig economy’ for on demand staffing
10:30 - 11:00
Metrics for Success in Social Care

Integrate your social reporting into your traditional reporting structures.

Gain greater insights and benchmark your social response by integrating social metrics with traditional reporting as social support matures in both scope and scale.

Community Care & Engagement: Connect, Feedback, and Interact

Convert human tickets into self-service and create opportunities for deeper customer engagement, increased brand loyalty, and a wealth of feedback opportunities.

Hot off the press - download your brochure now

Full speaker list • Full conference agenda • Audience breakdown


Day 2, June 8th 2018

08:30 - 09:00
Maintaining quality at scale

Ensure quality and consistency as your support teams continue to grow.

Learn how to:

  • Keep groups functional by defining responsibilities, expectations and workflows and fully embedding social into your contact center operations
  • Formalize non-traditional customer care into something more manageable
  • Supercharge onboarding by compressing education while maintaining quality
08:30 - 09:00
Automation and the customer experience

Augment your customer experience by utilizing AI to route customers and prioritize engagement.

Free-up resources, remove friction points, and create a more fluid experience that utilizes self-service.

08:30 - 09:00
The Personalized Touch

Deliver greater personalization as a standard through advanced collection and analysis of customer data, better use of machine learning and a greater understanding of which channels can provide value to your customers at a set time.

Build strong relationships with customers that defy the impersonal approach.

Go beyond the “wow factor” and provide them with a service tailored to them.

08:30 - 09:00
Achieving Seamless Service – Making Chat, Social, Email and Phone Work in Harmony

Customers expect companies to engage and serve their customers seamlessly across multiple platforms, channels, departments and life-cycles.

Learn how to break down internal silos, connect customer data and deliver a frictionless customer experience.

08:30 - 09:00
Delivering an Effortless Resolution – Provide Smooth, Timely and Proactive Customer Care

Effortless is everything… to thrive in a world of ever-increasing competition and heightened customer expectation you are expected to solve everyday issues quickly and easily.

In this session, we will cover:

  • Understand your customer and deliver a personalized experience for a quicker resolution.
  • Be where your customer is and resolve in channel.
  • Be pre-emptive rather than just responsive.
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