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June 3 - 4, 2019|San Diego, US

Business Critical Sessions from Those Influencing the Direction of Customer Service, Experience and Social Customer Care

If you would like more information on what we'll be covering at the event, email Jas on jasmine@incite-group.com or download the brochure here!

3 Reasons 2019's Agenda Is More Diverse and Impact-Driven Than Ever Before

  • Multichannel Insight From Across the Customer Journey: From social support and call centre operations to customer onboarding and experience, we’re bringing the customer service department together
  • Cross-Industry Speakers from B2B & B2C: Hosting executives from America’s biggest brands, including Mastercard, Boxed, Home Depot, AMC Theatres and many more
  • 4 Tracks for the Ultimate Learning Experience: 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

Download the brochure here


Day One

Put Customer Service at the Center of the Business
08:30 - 09:00
Meet New Customer Demands: Transform Customer Service to Deliver an Unforgettable Experience
  • Understand the direction of customer demands and how you can stay one step ahead
  • Build an agile team with the foundation to stay functional, flexible and agile as CS evolves
  • Leverage data and predictive analytics and focus on providing proactive support
08:30 - 09:00
More Than Just a Cost-Center: Proactive Customer Service at the Center of the Business
  • Build a business case for customer service as a proactive driver for the business
  • Partner with other business leaders, share customer data, gain senior management buy-in, and scale service
  • Educate around customer service, manage-up and empower a customer centric mindset organization wide
08:30 - 09:00
Unlock Customer Insights with AI and Deliver Real Time Support
  • Support your agents with real time customer analytics and personalize the experience for any audience
  • Separate out the meaningful from the meaningless and translate data into actionable insight at the optimal time
  • Leverage machine learning algorithms for upsell, product recommendations, pricing strategies and more
Social Customer Care
Drive Customer Success, Gain Investment and Become a Valued Part of the Business
Omnichannel Support
See the Big Picture: Synchronize Channels for Accurate Journey Mapping, Personalization and Specialisation
10:30 - 11:00
Monetize Social Customer Care: Create a Business Case for Social
  • Develop metrics to measure social support success, embed reporting, and bring up to the bottom line
  • Understand the full cost of social and its impact on the business to show ROI
  • Leverage the data and analytics to gain senior management buy in and scale service flawlessly
Out with the Old: Sourcing and Implementing a Flexible Platform to Synchronize Omnichannel Customer Service
  • Shift from multichannel to omnichannel and deliver a unified experience
  • Identifying a platform that will effectively piece together your channels and cater to your unique business needs
  • Integrate both agent-assisted call centre operations and self-service capabilities
10:30 - 11:00
Home Is Where the Heart Is: Where Does Social Fit into the Customer Experience?
  • Collaborate with stakeholders across all business units to ensure a unified social strategy
  • Leverage all departments bought into social’s success to provide a better level of care
  • Fit social into your omnichannel strategy and synchronize channels for holistic journey mapping
Specialization for Advancing Omnichannel Routing
  • Leverage data and customer analytics to match the right customer to the right agent
  • Build the tech foundation for fast routing and upskill agents to deliver faster FCR
  • Strategies to best manage channel behavior and how to move customers to your preferred channels
10:30 - 11:00
Operationalize Listening: Adapt Your Management Structure to Successfully Scale Social
  • Structure your social team to meet the unique demands of social support
  • Leverage technology effectively to improve social tracking, reporting and analytics
  • Don’t fall behind the competition – Keep an eye on trends and educate your business around social strategy
Define & Strengthen Your Brand: Match Tone Across Multiple Channels
  • Understand your brand’s tone for unified communication across the entire customer journey
  • Reinforce or modify your brand’s perception through CS tone
  • Stay agile, monitor your audience engagement and adapt to suit changing demands
Social Customer Care
In the Public Eye: Grappling with the Speed of Change on the Most Rapidly Changing Platform
Omnichannel Support
The Shifting Nature of the Customer Service Role: Reorganizing Contact Centres, Implementing Self Service and Augmenting Agents
10:30 - 11:00
Unify your Social Support Voice and Retain the Human Element
  • Demand the same focus on customer service responses as your marketing content
  • Strengthen your social media care voice to drive customer satisfaction
  • Develop a strategy that aligns with the needs of both your customers and your brand
  • Build on the quantitative side with the resources to cover volume and timeliness
More Than Just Chatbots: New AI and IoT Applications Redefining Customer Service
  • Augment agents with bots/AI to improve FCR and retain the human element
  • Updating your call center ability with Natural Language Processing and Speech analytics
  • The pros and cons of bots – From implementation to delivery, what are the risks?
10:30 - 11:00
Meet Customers on their Channel of Choice: Private messenger, WhatsApp, Text and more
  • Shift your focus as customers move from public to private messaging
  • Invest in a secure messaging platform to deliver customer success without escalation
  • Understand how end-to-end encryption protects from cyber threats and why it needs to be a priority for social leaders
New Platform, Less Resources: Fit Self-Service into your 2019 Strategy
  • Reduce costs with a compelling and simple service
  • Identify what will make customers want to use self-serve tech and educate around that
  • Monitor your knowledge bases and utilize optimized search for frequent customers
10:30 - 11:00
Take your Promotors to a New Level: Crowd Source your Customer Support
  • Leverage the power of your fans by providing them with the tools to support social communities, like twitter and reddit
  • Establish a strategy to monitor responses and escalate technical enquires
  • Provide an authentic voice, improve brand reputation and encourage loyalty
The Good, The Bad and The Ugly: Roll Out Products, Services and New Platforms Efficiently
  • Gathering internal resources and buy-in by devising a holistic strategy
  • Build on your pilot and rectify any issues after implementation
  • How to implement a successful pilot program on a wider scale
08:00 - 08:30
Networking Reception and Innovation Awards Ceremony

Day Two

Restructure Customer Service for the Connected Customer
08:30 - 09:00
The Change Management Piece: Reimagine the Customer Service Department
  • Establish a sense of urgency – Deliver an unforgettable experience or lose your customers
  • Stakeholders assemble – Bring together your most invested, powerful stakeholders and start sharing the new face of customer success
  • Grow a culture of change – Highlight short term wins and align new behaviors with organizational success
08:30 - 09:00
Cement Loyalty in the Customer Service Department: Build 2019’s Workforce and Retain Them
  • Minimize high turnover and redefine the ‘entry level’ reputation of the CS department
  • Develop an exceptional solution-driven induction plan and accelerate new starter training
  • Explore variable compensation methods and other incentivization
08:30 - 09:00
Merging Man and Machine: Successfully Augment Agents to Reduce Costs with Internal Facing Automation
  • The Set Up – From sorting your data to onboarding employees
  • Empower agents with the technical training they need for FCR
  • Install customer feedback mechanisms so agents have the ability to improve on their own
Upskilled Agents
Regear your Workforce: Empower agents, improve leadership and reimagine the customer service role
B2B Breakout
B2C is Life, B2B is Livelihood: Unique changes B2B support must make to stay competitive
10:30 - 11:00
Start at the Top: Empower your Leaders First
  • Adapt your management principles and structural changes in an evolving CS environment
  • Assess vertical vs horizonal leadership methodology and what works best for your business objectives
  • Create a culture of transparency and fluid communication and encourage leaders to manage up
Current State of Play: How the Amazonification of B2C Transactions Impact B2B Relationships
  • Manage the shift in expectations as customers expect real time, 24/7 support
  • Reassess work volume as EDIs provide more transparency and accountability
  • Introduce new technology to clients and minimize friction throughout the onboarding process
10:30 - 11:00
Improve First Contact Resolution: Automate Tier 1 tasks and Upskill Agents
  • Invest in automation to eliminate menial tasks and scale your support team
  • Develop “hybrid” agents with the technical/specialized skills to deliver customer success for FCR
  • Hiring Tier 2 agents with a desire to be empowered by technical knowledge
Deliver a Seamless, Effortless Customer Experience with EDIs and Portals
  • Eliminate a disjointed customer experience and de silo teams working on a single account
  • Deliver smooth technology onboarding with clients
  • Combat cyber security risks associated with IP in direct portal transactions
10:30 - 11:00
Call Centres and Temps: Where Outsourcing Works and When to Keep it Internal
  • Reduce cost and gain access to flexibility, scalability and cost management tools
  • Invest your time and money into finding the right partner and talent
  • Bring external agents on as an extension of your internal team with the same knowledge base and passion for customer success
Gain Invaluable Insights with AI across the Customer Journey
  • Real time updates and status tracking
  • From order volume to peak times - Capture customer data for predictive analytics and adjust accordingly
  • Minimize penalty costs with AI to eliminate human error
Restructure Customer Service for the Connected Customer
08:30 - 09:00
Interactive Roundtable Session: B2B and B2C Converge
  • What are the big differences between B2B and B2C Customer?
  • How can we share insight and bring our support to a new level?
  • Who is leading the way across each?
08:30 - 09:00
PANEL: Retain Customers, Build Engagement: Customer Experience as the Ultimate Loyalty Function
  • Focus on frictionless service – Implementing customer feedback and customer analytics methodology to gather data around customer pain points
  • Partnering with product, operations and other stakeholders and find the actionable root causes
  • Set up a formal loyalty function as another reason for customers to stay (not the only reason)
08:30 - 09:00
Closing Roundtable and Networking Opportunities: Reflect on key learnings, latest best practice and set a strategy to implement these insights on your return to the office

Day One

Put Customer Service at the Center of the Business
08:30 - 09:00
Meet New Customer Demands: Transform Customer Service to Deliver an Unforgettable Experience
  • Understand the direction of customer demands and how you can stay one step ahead
  • Build an agile team with the foundation to stay functional, flexible and agile as CS evolves
  • Leverage data and predictive analytics and focus on providing proactive support
08:30 - 09:00
More Than Just a Cost-Center: Proactive Customer Service at the Center of the Business
  • Build a business case for customer service as a proactive driver for the business
  • Partner with other business leaders, share customer data, gain senior management buy-in, and scale service
  • Educate around customer service, manage-up and empower a customer centric mindset organization wide
08:30 - 09:00
Unlock Customer Insights with AI and Deliver Real Time Support
  • Support your agents with real time customer analytics and personalize the experience for any audience
  • Separate out the meaningful from the meaningless and translate data into actionable insight at the optimal time
  • Leverage machine learning algorithms for upsell, product recommendations, pricing strategies and more
Social Customer Care
Drive Customer Success, Gain Investment and Become a Valued Part of the Business
Omnichannel Support
See the Big Picture: Synchronize Channels for Accurate Journey Mapping, Personalization and Specialisation
10:30 - 11:00
Monetize Social Customer Care: Create a Business Case for Social
  • Develop metrics to measure social support success, embed reporting, and bring up to the bottom line
  • Understand the full cost of social and its impact on the business to show ROI
  • Leverage the data and analytics to gain senior management buy in and scale service flawlessly
Out with the Old: Sourcing and Implementing a Flexible Platform to Synchronize Omnichannel Customer Service
  • Shift from multichannel to omnichannel and deliver a unified experience
  • Identifying a platform that will effectively piece together your channels and cater to your unique business needs
  • Integrate both agent-assisted call centre operations and self-service capabilities
10:30 - 11:00
Home Is Where the Heart Is: Where Does Social Fit into the Customer Experience?
  • Collaborate with stakeholders across all business units to ensure a unified social strategy
  • Leverage all departments bought into social’s success to provide a better level of care
  • Fit social into your omnichannel strategy and synchronize channels for holistic journey mapping
Specialization for Advancing Omnichannel Routing
  • Leverage data and customer analytics to match the right customer to the right agent
  • Build the tech foundation for fast routing and upskill agents to deliver faster FCR
  • Strategies to best manage channel behavior and how to move customers to your preferred channels
10:30 - 11:00
Operationalize Listening: Adapt Your Management Structure to Successfully Scale Social
  • Structure your social team to meet the unique demands of social support
  • Leverage technology effectively to improve social tracking, reporting and analytics
  • Don’t fall behind the competition – Keep an eye on trends and educate your business around social strategy
Define & Strengthen Your Brand: Match Tone Across Multiple Channels
  • Understand your brand’s tone for unified communication across the entire customer journey
  • Reinforce or modify your brand’s perception through CS tone
  • Stay agile, monitor your audience engagement and adapt to suit changing demands
Social Customer Care
In the Public Eye: Grappling with the Speed of Change on the Most Rapidly Changing Platform
Omnichannel Support
The Shifting Nature of the Customer Service Role: Reorganizing Contact Centres, Implementing Self Service and Augmenting Agents
10:30 - 11:00
Unify your Social Support Voice and Retain the Human Element
  • Demand the same focus on customer service responses as your marketing content
  • Strengthen your social media care voice to drive customer satisfaction
  • Develop a strategy that aligns with the needs of both your customers and your brand
  • Build on the quantitative side with the resources to cover volume and timeliness
More Than Just Chatbots: New AI and IoT Applications Redefining Customer Service
  • Augment agents with bots/AI to improve FCR and retain the human element
  • Updating your call center ability with Natural Language Processing and Speech analytics
  • The pros and cons of bots – From implementation to delivery, what are the risks?
10:30 - 11:00
Meet Customers on their Channel of Choice: Private messenger, WhatsApp, Text and more
  • Shift your focus as customers move from public to private messaging
  • Invest in a secure messaging platform to deliver customer success without escalation
  • Understand how end-to-end encryption protects from cyber threats and why it needs to be a priority for social leaders
New Platform, Less Resources: Fit Self-Service into your 2019 Strategy
  • Reduce costs with a compelling and simple service
  • Identify what will make customers want to use self-serve tech and educate around that
  • Monitor your knowledge bases and utilize optimized search for frequent customers
10:30 - 11:00
Take your Promotors to a New Level: Crowd Source your Customer Support
  • Leverage the power of your fans by providing them with the tools to support social communities, like twitter and reddit
  • Establish a strategy to monitor responses and escalate technical enquires
  • Provide an authentic voice, improve brand reputation and encourage loyalty
The Good, The Bad and The Ugly: Roll Out Products, Services and New Platforms Efficiently
  • Gathering internal resources and buy-in by devising a holistic strategy
  • Build on your pilot and rectify any issues after implementation
  • How to implement a successful pilot program on a wider scale
08:00 - 08:30
Networking Reception and Innovation Awards Ceremony

Download your event brochure

Full speaker list • Full conference agenda • Audience breakdown

Day Two

Restructure Customer Service for the Connected Customer
08:30 - 09:00
The Change Management Piece: Reimagine the Customer Service Department
  • Establish a sense of urgency – Deliver an unforgettable experience or lose your customers
  • Stakeholders assemble – Bring together your most invested, powerful stakeholders and start sharing the new face of customer success
  • Grow a culture of change – Highlight short term wins and align new behaviors with organizational success
08:30 - 09:00
Cement Loyalty in the Customer Service Department: Build 2019’s Workforce and Retain Them
  • Minimize high turnover and redefine the ‘entry level’ reputation of the CS department
  • Develop an exceptional solution-driven induction plan and accelerate new starter training
  • Explore variable compensation methods and other incentivization
08:30 - 09:00
Merging Man and Machine: Successfully Augment Agents to Reduce Costs with Internal Facing Automation
  • The Set Up – From sorting your data to onboarding employees
  • Empower agents with the technical training they need for FCR
  • Install customer feedback mechanisms so agents have the ability to improve on their own
Upskilled Agents
Regear your Workforce: Empower agents, improve leadership and reimagine the customer service role
B2B Breakout
B2C is Life, B2B is Livelihood: Unique changes B2B support must make to stay competitive
10:30 - 11:00
Start at the Top: Empower your Leaders First
  • Adapt your management principles and structural changes in an evolving CS environment
  • Assess vertical vs horizonal leadership methodology and what works best for your business objectives
  • Create a culture of transparency and fluid communication and encourage leaders to manage up
Current State of Play: How the Amazonification of B2C Transactions Impact B2B Relationships
  • Manage the shift in expectations as customers expect real time, 24/7 support
  • Reassess work volume as EDIs provide more transparency and accountability
  • Introduce new technology to clients and minimize friction throughout the onboarding process
10:30 - 11:00
Improve First Contact Resolution: Automate Tier 1 tasks and Upskill Agents
  • Invest in automation to eliminate menial tasks and scale your support team
  • Develop “hybrid” agents with the technical/specialized skills to deliver customer success for FCR
  • Hiring Tier 2 agents with a desire to be empowered by technical knowledge
Deliver a Seamless, Effortless Customer Experience with EDIs and Portals
  • Eliminate a disjointed customer experience and de silo teams working on a single account
  • Deliver smooth technology onboarding with clients
  • Combat cyber security risks associated with IP in direct portal transactions
10:30 - 11:00
Call Centres and Temps: Where Outsourcing Works and When to Keep it Internal
  • Reduce cost and gain access to flexibility, scalability and cost management tools
  • Invest your time and money into finding the right partner and talent
  • Bring external agents on as an extension of your internal team with the same knowledge base and passion for customer success
Gain Invaluable Insights with AI across the Customer Journey
  • Real time updates and status tracking
  • From order volume to peak times - Capture customer data for predictive analytics and adjust accordingly
  • Minimize penalty costs with AI to eliminate human error
Restructure Customer Service for the Connected Customer
08:30 - 09:00
Interactive Roundtable Session: B2B and B2C Converge
  • What are the big differences between B2B and B2C Customer?
  • How can we share insight and bring our support to a new level?
  • Who is leading the way across each?
08:30 - 09:00
PANEL: Retain Customers, Build Engagement: Customer Experience as the Ultimate Loyalty Function
  • Focus on frictionless service – Implementing customer feedback and customer analytics methodology to gather data around customer pain points
  • Partnering with product, operations and other stakeholders and find the actionable root causes
  • Set up a formal loyalty function as another reason for customers to stay (not the only reason)
08:30 - 09:00
Closing Roundtable and Networking Opportunities: Reflect on key learnings, latest best practice and set a strategy to implement these insights on your return to the office
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

Download the detailed event brochure

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