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Join an elite community of 2020 attendees including:

  • Google
  • Electronic Arts
  • AIR CANADA
  • Johnson and Johnson__emblem
  • John Deere__emblem
  • Capital One
  • WYNDHAM Hotels and Resorts
  • TORO
  • Verizon
  • Firehouse Subs
  • Shimano
  • Intuit
  • ATT
  • Marriott International
  • Ebay
  • USAA
  • Samsung

A time of unprecedented challenge and opportunity for Customer Service Leaders

We are nearing the age of effortless resolution. Whilst customer expectations continue to rise, advances in automation are unlocking the path for customer service leaders to deliver a seamless, personalised and at times predictive omnichannel experience. Whilst there are going to be challenges over coming legacy systems and assumptions, an unprecedented opportunity lies before us.

New extremes of efficiency are now possible. The cost to service phone is going down, as agents become empowered by new approaches to knowledge bases, automation and training. Newer more conversational messaging channels are proving even more efficient with their high affinity for automation and agent concurrency. Customers are also solving ever more complex issues without agent intervention as self service channels reach new heights of both popularity and functionality.

Experience is a key differentiator. Competition in every industry is fierce, but we have the potential to create loyal customers with every interaction. Customer service departments are no longer just the face of the business, they are a key driver. It is time for you to take your seat at the table.

At the Customer Service Summit 2020, our mission is to give you the tools and strategies to achieve effortless resolution, drive new extremes of efficiency and deliver the ultimate customer experience. That’s why we’ve gathered those leading customer support, experience and digital customer care from the world’s most influential brands. A community of trailblazers, defining a new standard for service and care.

Track diagram: {Rotary phone icon} Traditional Service Channels {arrow poiting to} Intelligent Automation {arrow pointing to} Empowered Agents; {Vibrating cellphone icon} Social & Messaging {arrow poiting to} Intelligent Automation {arrow pointing to} Empowered Agents; {Pointing finger icon} Self Service {arrow poiting to} Intelligent Automation {arrow pointing to} Empowered Agents

World-class speaker faculty includes:

The Customer Service Summit West brings together the leading minds on the cutting edge of customer service strategy and innovation, with a speaker line-up of customer-centric leaders from the biggest global brands dedicated to delivering the ultimate customer experience.

Ian Schmehl
Ian Schmehl

AT&T Inc

Vice President of Sales, Service and Digital Operations

Karen Mitchell
Karen Mitchell

Marriott International

Senior Director of Service Enablement

Aldine Shamir
Aldine Shamir

Wyndham Hotels & Resorts, Inc.

GVP, Customer Engagement & CRM

Laurie Lowery
Laurie Lowery

USAA

Director of Insight Research

Andy Lisk
Andy Lisk

eBay

Sr Director, Global Customer Experience

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Leave With the Most Impactful New CS/CX Tools and Strategies

An Agenda Packed with Real-world Actionable Insight

This event isn’t just about inspiration – it’s about building strategies to excel in your role; individually, in a team and as a community.

  • Scale Flawlessly and Meet Evolving Customer Demands Ensure quality and consistency as you futureproof your support structure
  • Synchronize Channels for a Seamless Omnichannel Experience Leverage real-time data for a personalized experience, and fully embed self-serve, social, chat and portal into your contact center operations
  • Reduce Costs and Drive Efficiency with Automation Build a business case for your innovation strategy and effortlessly implement, machine learning, AI, chatbots, speech analytics, and more
  • Redefine the Value of Customer Care Eliminate the perception of service as a cost center, gain senior management buy-in, demonstrate ROI, and move from reactive support to proactive success
  • Upskill & Empower Agents Supercharge hiring and onboarding for multichannel contact centers. Empower teams with the latest technology, diversify skillsets and unlock the potential of your agents

A community of trailblazers, defining a new standard for service and care!

The biggest brands in the US with a reputation for excellent service are gathering. They understand new customer demands and are forming a strategy to stay one step ahead. Be in the room and ensure you walk away with equipped with the latest approaches and best practice.

The Customer Service Summit is the who's who of the customer-centric support community, you won’t find better networking anywhere.

Who attended in 2019

Logo of: Amazon
Logo of: USAA
Logo of: Verizon
Logo of: united_health_group
Logo of: AARP
Logo of: Expedia
Logo of: Ebay
Logo of: Marriott International
Logo of: Home Depot
Logo of: Dell
Logo of: CXPA
Logo of: Twitter
Logo of: AMC
Logo of: Intuit
Logo of: Jenny Craig
Logo of: us Bank
Logo of: Capital One
Logo of: Mastercard
Logo of: Southwest
Logo of: Uber
Logo of: Samsung
Logo of: Alaska Airlines
Logo of: PizzaHut
Logo of: DHL
Logo of: Google
Logo of: Wells Fargo
Logo of: Apple
Logo of: US Bank
Logo of: Ricoh
Logo of: Resmed
Logo of: PEMCO
Logo of: Hootsuite
Logo of: eBay
Logo of: Dow Jones
Logo of: Conversocial

Representatives Include

  • Chief Customer Officer
  • EVP, Global Customer Care
  • SVP, Customer Care
  • VP, Customer Support
  • VP, Customer Experience
  • VP, Customer Service
  • VP, Social Customer Care
  • VP, Technical Support
  • Head of Social Customer Care
  • Head of Customer Experience
  • Head of Client Services
  • Director, New Digital Channels
  • Director, Customer Obsession
  • Director, Services Program
  • Director, Customer Care
  • Director, Customer Experience & Compliance
  • Director, Global Services Deliver
  • Director, Sales Center
  • Snr Manager, Workforce Optimization
  • Manager, Social Media Care
  • Manager, Client Success
  • And many, many more...

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5 Reasons You Have to Attend The Customer Service Summit 2020

1

Grow your network with 300+ peers across the customer journey: Benchmark, debate and learn with those influencing the direction of the customer service space

2

Learn your way with multiple themes, 2 in-depth tracks and lunch time workshops: Don’t get stuck in a stuck in a session that isn’t relevant to you, tailor your learning.

3

Strategize and plan with 30+ real world speakers: No more bluesky discussion. Leave with the tools and strategies to enact impact-driven change with our interactive strategy-focused agenda

4

Find the solution with 20+ handpicked solution providers. Whilst the event is tailored for and focused on inhouse executives, we ensure you have the opportunity to meet the vendors you need to move your department forward.

5

Commit to making resolution effortless, driving efficiency and delivering the ultimate experience.

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Learn, Network and Partner with the Best in the Business

Meet the Industry Key Decision Makers

Simply the most senior and influential gathering in the US.

This is your opportunity to meet with 350+ customer support, CX, contact center, customer operations, workforce management and analytics, leaders ready to enact change.

Access the attendee snapshot here

Learn from CS/CX Trailblazers

Keynotes & case studies that will change the industry

No buzzwords for buzzwords’ sake. You want strategic guidance from your peers based on actual evidence and current market conditions. Take back to your office case-study advice and make real changes inside your company

Explore the conference agenda here

Partner with Innovative Platforms and Solutions

Access exclusive live demos and a curated exhibition

Cut through the clutter of companies that are not relevant for you and find the perfect match for your business priority under one roof.

This is your chance to become part of elite building the partnerships that are shaping the connected ecosystem

Discover the networking opportunities

Brella

New Brella networking: Only the Best Networking at Incite’s Customer Service Summits

We believe in maximising your experience on site, and that’s why we’ve invested time and energy to ensure you meet everyone you’d like to. Aside from conference sessions that encourage interaction between the customer service leaders and innovators, we also use an excellent networking app called ‘ Brella.’ Before you arrive at the event you can schedule a series of short 1:1 meetings with your key targets. This is a very effective way of ordering your networking goals and taking even more value from the conference. This is free to all conference attendees. If you’d like to find out more, just get in touch.

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There are only a limited number of passes left - Secure your place to this sell out event!

Don’t just take our word for it, See what other attendees think:

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

350+

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

Mission Statement:

{

At the Customer Service Summit 2020, our mission is to give you the tools and strategies to achieve effortless resolution, drive new extremes of efficiency and deliver the ultimate customer experience. That’s why we’ve gathered those leading customer support, experience and digital customer care from the world’s most influential brands. A community of trailblazers, defining a new standard for service and care.

}

Don't miss out - register now

There are only a limited number of passes left - Secure your place to this sell out event!

3 essential goals

Achieve Effortless Resolution

Drive Extremes of Efficiency

Deliver the Ultimate Experience

6 essential themes delivered across 2 tracks

Reimagining Customer Service

  • Experience as a Key Brand Differentiator: What Role Does Customer Service Play?
  • Achieving Seamless Personalized Omnichannel Care
  • Getting Customers to Answer Their Phones Again: A Thing of the Future, Not of the Past
View sessions

Empowering Agents

  • Merging Man and Machine: New Tech and AI Redefining Support Agent Potential
  • Building the Ultimate Workforce - Recruit, Train and Motivate Model Agents for Every Channel & Role
  • Operationalize User Centered Design - How Research Improves the Employee Experience
View sessions

Customer Service Leadership

  • Kickstart Your Customer Service Culture
  • The Customer Service Leader of the Future: Identify the strategies you need to stay ahead of the game
  • Eliminate Cost-Center Mentality by Incorporating Customer Feedback Throughout Your Organization
View sessions

Messaging & Chatbots

  • The Future of Customer Experience is Conversational
  • Real world Case Study: Verizon’s Asynchronous Messaging Journey
  • Build, Deploy, and Optimize a Chatbot Quickly and Efficiently
View sessions

Self Service & Knowledge Bases

  • Why Self-Service & Transactional Automation is an Essential Piece of your 2020 Strategy
  • Reinventing Your Knowledge Base
View sessions

Messaging & Chatbots

  • Social Media Support - Fast & Meaningful
  • Emerging platforms – what’s next?
View sessions

How can I register?

Your Customer Service Summit Ticket includes:

  • Event Pass:
    • 2-day conference pass with access to all sessions
    • Networking lunch and refreshments on both days
    • Full exhibition access
  • Access to Brella Networking App: Exclusive event matchmaking service for one to one meetings.
  • Invitation to the official networking reception Including free drinks and bar snacks.
  • Access to the post conference portal:
    • Access to Speaker Presentation Slides
    • Access to all Conference Audio Recordings

Good to hear you’ll be joining us at Customer Service Summit! For your convenience, you have several options to purchase your pass:


Pay with credit card

Just go through the registration process by hitting the button. If you own a discount code you’ll be able to use this in the course of the registration process.


Pay via invoice and bank transfer

Just go through the registration process by hitting the button. If you own a discount code you’ll be able to use this in the course of the registration process. Our accounts team will send you your invoice. If you have any queries please email Aaron at aaron@incite-group.com


Group Arrangements

The more the merrier. If you’re considering joining Customer Service Summit with a group of 2 or more or to bring several clients, don’t hesitate to reach out to Aaron aaron@incite-group.com for our attractive group offers.

Check out photos from the Customer Service Summit West!

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

Aaron Jackson

Aaron Jackson

Head of Strategy
Incite Group

US: 1 800 814 3459 ex.7244

UK: +44 (0) 207 375 7244

Email: aaron@incite-group.com

Don't miss out - register now

There are only a limited number of passes left - Secure your place to this sell out event!