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June 3 - 4, 2019|San Diego, US

Look who attended 2019's Customer Service Summit!

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Experience is the Future: Customer Success Must be an Organisation-Wide Strategy

The customer service department is too often referred to as “just a cost center”. And perhaps in the past we have been more reactive than proactive – but not anymore.

With expectations evolving at such a rate, customer service strategy is an integral part of the business. Competition across industry is fierce and we are creating more loyal customers with every interaction. As we leverage the potential of new technologies and build influence, support teams are being recognized as the face of, and driver for, the entire business.

At the Customer Service Summit West 2019, our mission is to give leaders the tools and strategies to drive customer service to the center of the business and exceed customer expectations. That’s why we’ve gathered together those leading customer support, experience and social customer care from the world’s most influential brands to set the bar for omnichannel support and ensure we are delivering an unforgettable experience.

Track diagram: {Landline phone icon} Contact Center & Traditional Service {arrow poiting to} Omnichannel Support {arrow pointing to} Customer Success & Loyalty; {Cellphone icon} Social Customer Care & New Channels {arrow poiting to} Omnichannel Support {arrow pointing to} Customer Success & Loyalty; {Bar chart icon} Customer Experience & Analytics {arrow poiting to} Omnichannel Support {arrow pointing to} Customer Success & Loyalty

Exclusive Case Studies, Channels and Strategies That Will Change Customer Service Forever

A Snapshot of 2019 Keynote Speakers

Lance Gruner Executive Vice President, Global Customer Care Mastercard

Opening Keynote Presentation:
More Than Just a Cost-Center: Proactive Customer Service at the Center of the Business

30+ Customer Service and Experience Leaders Take the Stage

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.

Michael Lawder
Michael Lawder

Samsung

Senior Vice President Customer Care

Micheal Roy
Micheal Roy

Alaska

Head of Social Care

Mai Le
Mai Le

Uber

Director, Customer Obsession

Donald Hicks
Donald Hicks

Twitter

Vice President, Customer Experience

Nigel Henry
Nigel Henry

PizzaHut

Director, Customer Experience & Compliance

Pete Paul-Graf
Pete Paul-Graf

DHL

Vice President IT Services Service Desk / Site Manager Americas

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription

Latest Event Updates

  • CCXP Accreditation Maintenance Opportunity: Attend the Customer Service Summit West to gain 6 CEU Credits and see Diane Magers, CEO, CXPA share her insight. Register here and get your CEU credits!
  • Newest Executive Speakers: Joining our stellar speaker line-up are executives from DHL, Google, Amazon, WeWork, Uber, SouthWest Airlines, Wells Fargo, eBay, Starbucks, Hilton, Home Depot, Marriott, Pizza Hut, Intuit, Alaska Airlines and more… Check out who they are!
  • Updates brochure! Download it now: We've just released the event brochure with full speaker line-up, business critical agenda, networking opportunities and an exclusive discount. Don't miss out, get it here!
  • Apply for the Incite Customer Service Awards: To recognize innovation, exemplary performance, and leadership in the customer service space, the Incite Group are hosting the Customer Service Awards 2019. Apply or nominate here!
  • Latest Sponsors: We’re excited to announce some exciting new event sponsors, including: Smooch, Spark Central, Interactions, First Orion, Unbabel, Conversocial and more… Join as a sponsor here!
  • Exciting New Registrations: Expedia's Director, Market Operations, USAA's VP, Social Strategy, Microsoft's WW Supportability Leader, Amazon's Senior Program Manager and many more... Check out who else is attending here!

300+ Customer Support & Experience Leaders Under One Roof!

The biggest brands in the US with a reputation for excellent service are gathering at the #cswest to understand new customer demands and set a strategy to stay one step ahead. Insight's Customer Service Summit is the who's who of the customer-centric support community, you won’t find better networking anywhere.

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...

Mission Statement:

{

In 2019, we’re bringing customer service to the center of the business as the face of, and driver for, organisation-wide strategy. With rapidly changing customer expectations, support teams are integral to driving the business forward and we want you to be a part of this movement to inspire support leaders globally. Join us as we build a case for customer service at the executive table and exceed customer expectations.

}

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription

300+ Customer Service Leaders Meet to Map the Future of Customer Support

But 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 for 2019 and beyond
  • 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 2019 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

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription

Customer Service, Experience & Social Customer Care Executives For Unparalleled Networking

With 70% brand attendance from the companies focused on delivering an unforgettable experience, the Customer Service Summit West is the premier opportunity to meet with those changing the way we deliver support. Audience participation is encouraged and interactive sessions will give unparalleled networking opportunities to anyone looking to make connections and share insight.

SENIORITY GRAPH
BRANDS GRAPH

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription

Incite Customer Service Advisory Board

This inaugural board was developed in 2018 as a way to ensure Incite Group continue to bring you the most valuable, relevant insight through our events and content. The advisory board have made a commitment to review the agenda structure and topics to ensure it is covering the most cutting edge topics in the most informative and impact driven way. These leaders are passionate about our mission for the event and are helping me to drive our vision forward.

Lance Gruner
Executive Vice President, Global Customer Care

Lance Gruner, Mastercard

Michael Lawder
Senior Vice President Customer Care

Michael Lawder, Samsung


Stan Friedlander
Former Director/GM

Stan Friedlander, Amazon


Samuel Lee
SVP, Head of Growth

Samuel Lee, WeWork


Kriti Kapoor
Worldwide Social Customer Care Leader

Kriti Kapoor, Microsoft

Jeremy Burek
Customer and Partner Care Operations Director

Jeremy Burek, Starbucks



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

Track Your Experience with 4 Key Discussions

In our mission to exceed customer expectations and bring customer service to the center of the business, we've focused next year's agenda on the critical issues you'll face in 2019 and beyond. Based on months of research with customer service, experience and social customer care executives from huge companies, you'll only get the most cutting edge insight at the Customer Service Summit West. Dedicated to giving you the tools and strategies to overcome your unique challenges, we’re splitting the 2-day summit 4 ways, so that you can tailor your journey.

Omnichannel Customer Experience:

Synchronize the customer journey and meet customer demands with a personalized experience

Monetize Social Customer Care:

Create a strategy, develop the metrics, prove ROI and build a case for investment in social

Unique B2B Trends & Opportunities:

Implement EDIs, build stronger relationships, and focus on the unique challenges that come with delivering service that affects the bottom line

Upskill Agents and Grow Your Team:

Augment and empower your agents with automation and knowledge systems as you futureproof your support structure

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription

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

250+

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

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription

5 Reasons You Have to Attend The Customer Service Summit 2019

1

GROW YOUR NETWORK with 250+ peers across the customer journey: Benchmark, debate and learn with those influencing the direction of the customer service space

2

LEARN YOUR WAY with 4 in-depth tracks: Don’t get stuck in a stuck in a session that isn’t relevant to you, tailor your journey with our multi-track system

3

STRATEGIZE AND PLAN with 35+ brand speakers: No more blue sky discussion. Leave with the tools and strategies to enact impact-driven change in 2019 with our interactive strategy-focused agenda

4

BE RECOGNIZED with the Customer Service Innovation Awards: Put yourself, brand or technology forward for an award and be recognized at the ceremony, exclusively hosted at Customer Service Summit West

5

SAVE WEEKS OF WORK with a cocktail of insight: Leave with more understanding of the current trends and challenges than weeks of market research and competitive analysis

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

Jasmine Kees

Jasmine Kees

Global Project Director
Incite Group

UK: +44 (0) 207 375 7532

Email: jasmine@incite-group.com


Email me if you have any questions

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription