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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 2020, 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: {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

Previous Speakers Include:

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

Lance Gruner
Lance Gruner

Mastercard

Executive Vice President, Global Customer 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

Pre-order the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown

Brands that attended in 2019

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 2020, 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.

}

Pre-order the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown

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

Pre-order the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown

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

300+

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

Pre-order the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown

5 Reasons You Have to Attend The Customer Service Summit 2020

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!

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

Pre-order the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown