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June 3 - 4, 2019|San Diego, US

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

2019’s World Class Speaker Line Up Include:

Lance Gruner
Lance Gruner

Mastercard

Executive Vice President, Global Customer Care

Lindsey Duncan
Lindsey Duncan

Southwest

Social Business Specialist Leader

David Bohl
David Bohl

Dell

Director Global Services Delivery Social Media Support

Andy Lisk
Andy Lisk

Ebay

Sr Director, Global Customer Experience

Josh Ramsey
Josh Ramsey

Hilton

Senior Director, Customer Care, Customer Insights & Anecdotes

Weslee Berke
Weslee Berke

Boxed

Vice President, Customer Service

Nigel Henry
Nigel Henry

PizzaHut

Director, Customer Experience & Compliance

Bruce Nelson
Bruce Nelson

Ricoh

Director, Support Services

Joe Whitchurch
Joe Whitchurch

CAPITAL ONE

Head of CreditWise

Cippy Seidler
Cippy Seidler

Banner Health

Consumer Care Centre Director

Jim Reynolds
Jim Reynolds

U.S. Bank

Vice President, Customer Experience

Andrea Silas
Andrea Silas

DreamHost

Vice President, Technical Support

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Discount ends TODAY! Save $300 with our Final 2018 discount. Don't miss out!

Latest Event Updates

  • Fresh of the Press! Download the brochure 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!
  • 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 Gruner, 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. See more speakers here!

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.

}

250+ 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: Grow your team to meet ever-changing customer expectations. Stay functional, flexible agile and augmented 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
  • Harness Automation: Connect the data dots to understand new customer expectations, pre-empt their pain-points and effortlessly implement, machine learning, AI, chatbots, speech analytics and so much more
  • 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
  • Empower Agents: Supercharge hiring and onboarding practices, empower teams with the latest technology and innovations, diversify skillsets and unlock the potential of your agents

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Discount ends TODAY! Save $300 with our Final 2018 discount. Don't miss out!

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

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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

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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

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Discount ends TODAY! Save $300 with our Final 2018 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

250+

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

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Discount ends TODAY! Save $300 with our Final 2018 discount. Don't miss out!

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

Don't miss out - register now

Discount ends TODAY! Save $300 with our Final 2018 discount. Don't miss out!