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Pre-order your Brochure
Reserve your place

June 3 - 4, 2019|San Diego, US

30+ Brand Speakers

250+ Senior Attendees

70% Brand Attendance

2 Days of Learning

100% Customer Service Driven

Latest Updates:

  • Pre-Order the Brochure and Be the First to Receive the Full Agenda: We’re working closely with industry leaders to develop 2019’s forward facing agenda – formulated to reflect the critical challenges and opportunities that are most important to you. Pre-order the brochure here!
  • Incite Advisory Board Development: After 9 years of working with customer service professionals, the Incite Group is gathering together the most influential executives and industry leaders to advise the direction of our products and content. Email Jas for more details!
  • Latest Speaker Spotlight: Hosting executives from America’s biggest brands, including: Lance Armstrong, EVP, Global Customer Care, Mastercard will be sharing how he is bringing customer service to the executive table, all whilst managing a global team across 186 countries in 64 different languages

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

On the back of nine years of success, the Customer Service Summit is heading to the West Coast for the second time, bringing together an unrivalled list of America’s biggest brands to explore the challenges for customer service leaders of today and set the bar for your multi-channel support strategy going forward.

  • Scale Flawlessly and Meet Evolving Customer Demands: Ensure quality and consistency as your support teams grow and adapt to ever-growing customer expectations. Outsource successfully, stay functional, flexible agile and augmented, and supercharge your agents as you futureproof your support structure for 2019 and beyond 
  • Deliver a Seamless Omnichannel Customer Journey: Synchronize channels and provide real-time data for a personalized experience, anytime, anywhere. Provide intuitive 24/7 self-service, match tone-of-voice and fully embed social, web, chat and portal into your contact center operations
  • Reduce Costs and Drive Efficiencies with Automation and New Technologies: Build a business case for your 2019 innovation strategy and effortlessly implement, machine learning, AI, chatbots, speech analytics and so much more. Connect the data dots to understand new customer expectations, pre-empt their pain points and deliver a frictionless experience
  • Redefine the Value of Customer Care: Eliminate the perception of service as a cost center and bring customer experience to the center of the business. Gain senior management buy-in, prove ROI, and move from reactive support to proactive success
  • Upskill & Empower Agents of all Levels: Supercharge hiring and onboarding practices for a team ready to provide multichannel support. Empower agents with the latest technology and innovations, diversify skillsets and unlock the potential of your agents

Building on 2018’s World Class Line-up of Customer Service and Social Support Leaders:

Lance Gruner
Lance Gruner

Mastercard

Executive Vice President, Global Customer Care

Michael Lawder
Michael Lawder

Samsung Electronics America

Senior Vice President of Customer Care

Chris Turner
Chris Turner

Wells Fargo

Vice President of Operations, Social Media Care

Kevin Wineberg
Kevin Wineberg

Western Digital

Director of Global Customer Support

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

Chip Liebenow
Chip Liebenow

Home Depot

Customer Care Director

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

Matt Chin
Matt Chin

AARP

VP, Experience Implementation & Social Response

Stacy Vick
Stacy Vick

General Motors

Social Strategy, Global Center of Expertise

Mission Statement:Join Our Movement!

{

In 2019, we’re focusing on bringing customer service to the center of the business as the face of, and driver for, the entire business. With rapidly changing customer expectations, your team is integral to driving your organisation forward and we want you to be a part of this movement to inspire support leaders globally. Join us as we build a business case for CS at the executive table and inspire 250+ leaders of those imperative teams.

}

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

Verizon

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

John Knight, Head of Social Customer Service, Verizon

Don't miss out - register now

Discount ends TODAY! Save $350 with our Launch discount. Don't miss out!

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

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Discount ends TODAY! Save $350 with our Launch discount. Don't miss out!

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:

Scale Flawlessly:

Ensure quality and consistency as your support teams grow and adapt to ever-growing customer expectations. Outsource successfully, stay functional, flexible agile and augmented, and supercharge your agents as you futureproof your support structure for 2019 and beyond

Synchronize Channels:

Deliver a seamless omnichannel customer journey and provide real-time data for a personalized experience, anytime, anywhere. Provide intuitive 24/7 self-service, match tone-of-voice and fully embed social, web, chat and portal into your contact center operations

Implement Automation:

Build a business case for your 2019 innovation strategy and effortlessly implement, machine learning, AI, chatbots, speech analytics and so much more. Connect the data dots to understand new customer expectations, pre-empt their pain points and deliver a frictionless experience

Proactive Support:

Eliminate the perception of service as a cost center and bring customer experience to the center of the business. Gain senior management buy-in, prove ROI, and move from reactive support to proactive success

Upskill Agents:

Supercharge hiring and onboarding practices for a team ready to provide multichannel support. Empower agents with the latest technology and innovations, diversify skillsets and unlock the potential of your agents

Yum! Brands

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

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

Don't miss out - register now

Discount ends TODAY! Save $350 with our Launch discount. Don't miss out!

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 2019

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 250+ 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!

Jasmine Kees

Jasmine Kees

Global Project Director
Incite Group

UK: 44 (0) 207 375 7532

Email: jasmine@incite-group.com

Don't miss out - register now

Discount ends TODAY! Save $350 with our Launch discount. Don't miss out!