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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.
Executive Vice President, Global Customer Care
Senior Vice President Customer Care
SVP, Head of Growth
Sr Director, Global Customer Experience
Vice President of Global Service Delivery
Senior Director, Customer Care, Customer Insights & Anecdotes
Customer Care Director
Worldwide Social Customer Care Leader
Director, Customer Experience & Compliance
Director Global Services Delivery Social Media Support
Vice President, Customer Service
Complete speaker line-up • Program for all tracks & sessions • Audience breakdown
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.
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.
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.
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, Mastercard
Michael Lawder, Samsung
Stan Friedlander, Amazon
Kriti Kapoor, Microsoft
Samuel Lee, WeWork
Ronny Haimé, Groupon
“Great line-up of different industries, great topics, great discussion”
John Knight, Head of Social Customer Service, Verizon
“It was a great event, and proved very worthwhile for me for the contacts I made. The size of it was perfect as it was just enough people in the room to manage meeting all the people I needed. The Brella app was super convenient too.”
Natalie Dowle Head of Americas, Customer Service, Financial Times
“A great conference! I really enjoyed the interaction and the content.”
Scott Chilson, Vice President, Customer Connectivity, Johnson & Johnson
“I’m sure I told you this before but I love the Incite summit. It is the BEST one out there!”
Margaret Tsuji, Rogers
“Great quality conference!”
Remco Jansen, Senior Manager Business Operations, Lego
“It was a great event, I’ll be sure to recommend it in the future.”
John D Young, Social Business Advisor, Communications & Outreach, Southwest
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.
Synchronize the customer journey and meet customer demands with a personalized experience
Create a strategy, develop the metrics, prove ROI and build a case for investment in social
Implement EDIs, build stronger relationships, and focus on the unique challenges that come with delivering service that affects the bottom line
Augment and empower your agents with automation and knowledge systems as you futureproof your support structure
of attendees recommend the Summit to their corporate peers
of Customer Service Summit attendees say they learned something new & useful which they have applied to their own strategy
the number of senior, brand execs that will join you at The Customer Service Summit
GROW YOUR NETWORK with 250+ peers across the customer journey: Benchmark, debate and learn with those influencing the direction of the customer service space
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
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
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
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
Global Project Director
UK: +44 (0) 207 375 7532
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