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June 3 - 4, 2019|San Diego, US

2018 Agenda – See what you missed!

2019 Agenda in development, to suggest a session idea or contribute to the research email jasmine@incite-group.com



Day 1, June 7th 2018

8:55am-9:00am
Welcome

The Incite Group Josh Gordon Senior Project Director Incite Group

9:00am-9:30am
Customer Service in the Era of Messaging

Conversocial Josh March CEO & Founder Conversocial

Moderator: MorningBrooke Digital Frankie Saucier CEO & Founder MorningBrooke Digital

9:30am-10:00am
Case study: Convergys
Could Millennials be Your Secret Weapon?

You already realize the importance of Millennials as consumers, but have you considered the impact they could make within your company? Contact centers are changing, with a new focus on handling complex and difficult interactions and “post-channel” strategies that erase your customers’ awareness of channels. Digitally fluent and social media-connected Millennials can be the ideal fit for chat, social, and mobile agent support. Learn how you can leverage this key demographic, along with innovative technologies, to enable the best possible customer outcomes.

Convergys Allyson Boudousquie VP, Market and Product Strategy Convergys

Moderator: MorningBrooke Digital Frankie Saucier CEO & Founder MorningBrooke Digital

10:00am-10:30am
Case study: Samsung
Inside the Customer Care Revolution: How partnerships and AI are helping Samsung revolutionize Care to American consumers

Times have changed. We're living in the Customer Era - a world where a customer's experience with a brand is just as important as the product they choose to purchase. In this session, Michael Lawder, SVP of Customer Care at Samsung Electronics America, discusses the strategy, goals and execution behind Samsung's Care revolution and what the company is doing to deliver a Care-first customer experience as innovative as its products.

Samsung Michael Lawder SVP Global Customer Care Samsung

Moderator: MorningBrooke Digital Frankie Saucier CEO & Founder MorningBrooke Digital

10:30am-11:00am
Case study: ICUC
The Future of Facebook - Data, Privacy and What Happens Next

ICUC Nicole van Zanten Vice President of Marketing ICUC

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

11:00am-11:30am
Networking coffee break
11:30am-12:00pm
Case study: Zendesk
Omnichannel Customer Care and the Experience Economy

From vendors to partners to industry analysts, it seems that omnichannel has become the new buzzword. But while everyone is talking about it, is anyone really doing it? Or doing it well? And where did all this buzz come from?

In this session, Mark Bloom, Director of Product Marketing at Zendesk, will discuss the two larger paradigm shifts that are driving this buzz and how businesses can ensure they have a solid omnichannel strategy in place.

Zendesk Mark Bloom Director of Product Marketing Zendesk

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

12:00pm-12:30pm
Case study: Wells Fargo
New Forms of Engagement: How Wells Fargo are broadening the conversation with customers through Apple Chat

In this session, we’ll discover the journey Wells Fargo have been on to engage with customers through Apple Chat. We’ll take a closer look at how new forms of communication can be used to increase functionality, and to connect with different demographics on their own terms.

Wells Fargo Chris Turner Vice President of Operations, Social Media Care Wells Fargo

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

12:30pm-1:00pm
Case study: LivePerson
Conversational commerce: creating a continuous customer journey

Conversational commerce puts the consumer at the center and works to their schedule, across their channel of choice. Hear how LivePerson is helping brands like T-Mobile, Lowe’s, Discover and Home Depot, power conversational commerce and maintain customer relationships throughout the entire journey, from discovery to engagement, to purchase, and to customer service.

LivePerson Justin Mulhearn Senior Director, Solution Consulting North America LivePerson

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

1:00pm-2:00pm
Networking Lunch
Digital Strategy
Empowered agents
2:00pm-2:30pm
Case study: T-Mobile
#FamousForCare – Creating ROI in Social

Hear how the world's largest social response team have seen tangible returns on investment by cultivating a disruptor mentality and a culture for change.

Define new KPIs by embracing new forms of creative measurement, prioritize employee happiness and engagement, and become synonymous with best-in-class customer care

T-Mobile Michelle Mattson Director of Social Media T-Mobile

T-Mobile Eric Elison Senior Manager, Social Media Care T-Mobile

Moderator: MorningBrooke Digital Frankie Saucier CEO & Founder MorningBrooke Digital

Case study: Hilton
Embracing the Gray Space: Shifting away from policy and toward purpose

In the age of on-demand, it’s vital your workforce is flexible and ready to respond to changing demands and customer needs.

Josh Ramsey will walk through how Hilton is shifting its culture away from policies and toward a purpose-led and customer-centric culture to improve team member engagement and make the most of every customer interaction.

Hilton Josh Ramsey Corporate Director, Customer Care: Executive Escalations, Diamond Desk, Social Media, Non Voice Hilton

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

2:30pm-3:00pm
Case study: Proofpoint
Social Customer Care – A Phisher’s Paradise

Social Media has evolved into an effective and highly scalable customer care channel. Unfortunately, the success of social customer care has also attracted the attention of bad actors looking to phish customer account credentials.

Join Mike Lee, Proofpoint Director of Product Management, to learn how these bad actors impersonate brands, hijack customer care conversations, and ultimately hack customer accounts.

Proofpoint Mike Lee Director of Product Management Proofpoint

Case study: Agent IQ
Boosting Agents with AI: three-pronged approach to quality, consistency and efficiency

AI is getting lot of attention (call it buzz) but expectations are often either too high or too low. The key to unleashing the power behind the buzz is understanding the limitations of current AI state-of-the-art and using its strengths in collaboration with human agents to provide a much needed boost. In this session we will discuss a hybrid approach to Customer Care that enables brands to provide personalized support at scale.

Agent IQ Slaven Bilac Chief Technology Officer Agent IQ

Agent IQ Tim Guleri Board of Directors Agent IQ

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

3:00pm-3:45pm
Digital Integration

Convey all digital under one roof and build a clear picture of your customer’s needs.

Invest in the tools and capabilities required to listen to your customers and provide an intuitive reporting structure.

Formalize non-traditional customer care into something more manageable and instil confidence across the board.

The Washington Post Gregg Fernandes Vice President of Customer Care & Logistics The Washington Post

General Motors Stacy Vick Social Strategy Center of Excellence General Motors

Sykes Sarah Grace McCandless Senior Director, Global Digital CX Strategy Sykes

Moderator: MorningBrooke Digital Frankie Saucier CEO & Founder MorningBrooke Digital

Staffing and training the customer service teams of tomorrow

Empower agents, decrease onboarding times, ensure scalability and future-proof your workforce.

In the age of on-demand it’s vital your workforce is augmented, flexible and ready to respond to changing demands and customer needs.

Maintain quality at scale, shorten onboarding times by getting to grips with the latest in virtual, immersive training and e-learning and reorganize your workforce to deliver outstanding customer care irrespective of demand.

Alaska Airlines Michael Roy Head of Social Customer Care Alaska Airlines

Lessonly Conner Burt Chief Operating Officer Lessonly

Ipsy Florence Evina-Ze Director of Customer Care Ipsy

Home Depot Chip Liebenow Customer Care Director Home Depot

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

3:45pm-4:15pm
Networking Coffee Break
4:15pm-4:40pm
Case study: Germain APM
Real-time Customer Journey Analytics

In this session we take a closer look at how you can track your customer journeys to identify friction points throughout the lifecycle and deep-dive into business and technology solutions throughout the customer experience.

GermainAPM Yannick Germain Chief Executive Officer Germain APM

Moderator: MorningBrooke Digital Frankie Saucier CEO & Founder MorningBrooke Digital

Case study: Unbabel
Delivering Operational Agility: Removing Language Barriers in Customer Experience

In this informal presentation, Unbabel will discuss how fast-growing and enterprise organizations are able to remove language as a barrier -- through Unbabel's combined AI + Gig Economy "Translation as a Service" -- moving non-voice channels to lowest cost/highest quality locations, embedding elasticity in the CX operational fabric for peak seasons, and ensuring 24/7/365 coverage for customers in all languages.

This session is aimed at anyone dealing with high-volume customer service at a global scale.

Unbabel Edmund Ovington VP Global Partnerships Unbabel

Unbabel Richard Kalnins VP Strategic Accounts Unbabel

4:40pm-5:10pm
Case study: Intuit
Unified Social Strategy

Craft a unified social strategy and collaborate effectively with stakeholders across all units involved in social.

Provide a greater standard of social care by leveraging all departments bought into social’s success

Intuit Mark Obee Head of Social & Community Engagement Intuit

Moderator: Sykes Hilary Hahn Vice President, Customer Experience Innovation Sykes

Case study: AARP
Community Care & Engagement: Connect, Feedback, and Interact

Tackling audience responses to the organization’s multi-threaded, unique offerings and services, resulting in surprising and engaging conversations that revealed new ways to increase member engagement and loyalty.

AARP Matt Chinn VP, Experience Implementation & Social Response AARP

AARP Tisa Sinclair Director of Social Response AARP

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

5:10pm-5:40pm
Case study: Smooch Technologies
Personal and Personalized: How Leading Brands from Four Seasons and LVMH to Uber and Bird are Embracing Messaging

Smooch Technologies Warren Levitan Warren Levitan Smooch Technologies

5:40pm-7:00pm
Networking Drinks

Day 2, June 8th 2018

9:00am-10:00am
Conversocial
How to Deliver Effortless Customer Care in the Era of Social Messaging
  • Embed and scale social support for a seamless customer experience
  • Develop the team of tomorrow with highly trained agents, working in harmony with bots & AI
  • Rethink your KPIs for a Social Messaging centric world
  • Increase customer experience and reduce cost by leaning into the power of Social Messaging

Media Temple Evan Weiner Senior Manager, Social Media Media Temple

Google Fiber Nodas Papadimitriou Service Delivery - Customer Solutions Google Fiber

Volaris Maria Rivas Social Customer Service Manager Volaris

Moderator: Conversocial Ido Bornstein-HaCohen Chief Operating Officer Conversocial

10:00am-10:30am
Case study: Western Digital
Delivering the Next Generation of Customer Experience

Western Digital Kevin Wineberg Director of Global Customer Support Western Digital

10:30am-11:00am
Networking Coffee Break
11:00am-11:30am
Case study: Guru
Creating amazing customer experiences at scale

In this session we separate the reality from the hype and take a practical approach to incorporating artificial intelligence into your support stack. You will walk away from this session with 5 tactical questions that will help guide your team to a successful implementation.

Guru Rick Nucci Chief Executive Officer Guru

11:30am-12:15pm
Automation and the customer experience

Augment your customer experience by utilizing AI to route customers and prioritize engagement.

Free-up resources, remove friction points, and create a more fluid experience that utilizes self-service.

Western Digital Kevin Wineberg Director of Global Customer Support Western Digital

Citi Sarah Brownback Wortman Senior Vice President, Global Social Listening and Customer Engagement Citi

Sykes Sarah Grace McCandless Senior Director, Global Digital CX Strategy Sykes

Conversocial Ido Bornstein-HaCohen Chief Operating Officer Conversocial

12:15pm-12:45pm
Case study: HGS
Smart Automation & Smarter Agents Creates Great Customer Experience

In this session we will talk about using automation to manage customer interactions and support agents to create great customer experience, while saving costs, increasing NPS, creating more conversions, retaining more customers, all at the same time.

HGS Mandeep Kwatra Vice President Global Solutions & Capabilities and CX Strategy Leader HGS

12:45pm-1:45pm
Networking Lunch
1:45pm-2:30pm
Self-service: Putting your Customers in the Driver Seat

Modern customers expect instant gratification and a fluid support experience – be the brand that enables them to shape their own experience!

Join the evolution towards a low effort service experience by leveraging digital assets across your network of servicing offerings, implementing AI, automation & chatbots, and offer your customers a range of choices to drive their own experiences.

McAfee Amartya Banerjee Director, Supports, Services, & Customer Success McAfee

Intuit Mark Obee Head, Social & Community Engagement Intuit

Moderator: MorningBrooke Digital Frankie Saucier CEO & Founder MorningBrooke Digital

2:30pm-3:00pm
Case study: Lithium
Balancing the Needs of Personalization AND Automation in Customer Service

Join us for this dynamic discussion and learn how T-Mobile is personalizing the digital customer experience. Michelle Mattson, T-Mobile’s Director of Social Media, will join forces with Lithium’s Senior Product Marketing Director, Katie Duzan, to dive into the details of how it’s efficiently done.

Michelle will share her strategies on how to deliver personalized social support at massive scale. By providing valuable customer service and aligning with marketing, T-Mobile makes social care an executive priority. You’ll learn tips on how to automate processes for agents, how to leverage data visualization, and much more.

Lithium Katie Duzan Senior Director, Product Marketing Lithium

T-Mobile Michelle Mattson Director of Social Media T-Mobile

3:00pm-3:45pm
The Personalized Touch

Deliver greater personalization as a standard through advanced collection and analysis of customer data, better use of machine learning and a greater understanding of which channels can provide value to your customers at a set time.

Build strong relationships with customers that defy the impersonal approach.

Go beyond the “wow factor” and provide them with a service tailored to them.

Alaska Airlines Michael Roy Head of Social Customer Care Alaska Airlines

Airbnb Katherine Chan Customer Experience and Global Service Manager Airbnb

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

3:45pm-4:30pm
Delivering an Effortless Resolution – Provide Smooth, Timely and Proactive Customer Care

Effortless is everything… to thrive in a world of ever-increasing competition and heightened customer expectation you are expected to solve everyday issues quickly and easily.

In this session, we will cover:

  • Understand your customer and deliver a personalized experience for a quicker resolution.
  • Be where your customer is and resolve in channel.
  • Be pre-emptive rather than just responsive.

2K Ima Somers Customer Care Director 2K

Citi Sarah Brownback Wortman Senior Vice President, Global Social Listening and Customer Engagement Citi

Moderator: MorningBrooke Digital Frankie Saucier CEO & Founder MorningBrooke Digital


Day 1, June 7th 2018

8:55am-9:00am
Welcome

The Incite Group Josh Gordon Senior Project Director Incite Group

9:00am-9:30am
Customer Service in the Era of Messaging

Conversocial Josh March CEO & Founder Conversocial

Moderator: MorningBrooke Digital Frankie Saucier CEO & Founder MorningBrooke Digital

9:30am-10:00am
Case study: Convergys
Could Millennials be Your Secret Weapon?

You already realize the importance of Millennials as consumers, but have you considered the impact they could make within your company? Contact centers are changing, with a new focus on handling complex and difficult interactions and “post-channel” strategies that erase your customers’ awareness of channels. Digitally fluent and social media-connected Millennials can be the ideal fit for chat, social, and mobile agent support. Learn how you can leverage this key demographic, along with innovative technologies, to enable the best possible customer outcomes.

Convergys Allyson Boudousquie VP, Market and Product Strategy Convergys

Moderator: MorningBrooke Digital Frankie Saucier CEO & Founder MorningBrooke Digital

10:00am-10:30am
Case study: Samsung
Inside the Customer Care Revolution: How partnerships and AI are helping Samsung revolutionize Care to American consumers

Times have changed. We're living in the Customer Era - a world where a customer's experience with a brand is just as important as the product they choose to purchase. In this session, Michael Lawder, SVP of Customer Care at Samsung Electronics America, discusses the strategy, goals and execution behind Samsung's Care revolution and what the company is doing to deliver a Care-first customer experience as innovative as its products.

Samsung Michael Lawder SVP Global Customer Care Samsung

Moderator: MorningBrooke Digital Frankie Saucier CEO & Founder MorningBrooke Digital

10:30am-11:00am
Case study: ICUC
The Future of Facebook - Data, Privacy and What Happens Next

ICUC Nicole van Zanten Vice President of Marketing ICUC

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

11:00am-11:30am
Networking coffee break
11:30am-12:00pm
Case study: Zendesk
Omnichannel Customer Care and the Experience Economy

From vendors to partners to industry analysts, it seems that omnichannel has become the new buzzword. But while everyone is talking about it, is anyone really doing it? Or doing it well? And where did all this buzz come from?

In this session, Mark Bloom, Director of Product Marketing at Zendesk, will discuss the two larger paradigm shifts that are driving this buzz and how businesses can ensure they have a solid omnichannel strategy in place.

Zendesk Mark Bloom Director of Product Marketing Zendesk

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

12:00pm-12:30pm
Case study: Wells Fargo
New Forms of Engagement: How Wells Fargo are broadening the conversation with customers through Apple Chat

In this session, we’ll discover the journey Wells Fargo have been on to engage with customers through Apple Chat. We’ll take a closer look at how new forms of communication can be used to increase functionality, and to connect with different demographics on their own terms.

Wells Fargo Chris Turner Vice President of Operations, Social Media Care Wells Fargo

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

12:30pm-1:00pm
Case study: LivePerson
Conversational commerce: creating a continuous customer journey

Conversational commerce puts the consumer at the center and works to their schedule, across their channel of choice. Hear how LivePerson is helping brands like T-Mobile, Lowe’s, Discover and Home Depot, power conversational commerce and maintain customer relationships throughout the entire journey, from discovery to engagement, to purchase, and to customer service.

LivePerson Justin Mulhearn Senior Director, Solution Consulting North America LivePerson

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

1:00pm-2:00pm
Networking Lunch
Digital Strategy
Empowered agents
2:00pm-2:30pm
Case study: T-Mobile
#FamousForCare – Creating ROI in Social

Hear how the world's largest social response team have seen tangible returns on investment by cultivating a disruptor mentality and a culture for change.

Define new KPIs by embracing new forms of creative measurement, prioritize employee happiness and engagement, and become synonymous with best-in-class customer care

T-Mobile Michelle Mattson Director of Social Media T-Mobile

T-Mobile Eric Elison Senior Manager, Social Media Care T-Mobile

Moderator: MorningBrooke Digital Frankie Saucier CEO & Founder MorningBrooke Digital

Case study: Hilton
Embracing the Gray Space: Shifting away from policy and toward purpose

In the age of on-demand, it’s vital your workforce is flexible and ready to respond to changing demands and customer needs.

Josh Ramsey will walk through how Hilton is shifting its culture away from policies and toward a purpose-led and customer-centric culture to improve team member engagement and make the most of every customer interaction.

Hilton Josh Ramsey Corporate Director, Customer Care: Executive Escalations, Diamond Desk, Social Media, Non Voice Hilton

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

2:30pm-3:00pm
Case study: Proofpoint
Social Customer Care – A Phisher’s Paradise

Social Media has evolved into an effective and highly scalable customer care channel. Unfortunately, the success of social customer care has also attracted the attention of bad actors looking to phish customer account credentials.

Join Mike Lee, Proofpoint Director of Product Management, to learn how these bad actors impersonate brands, hijack customer care conversations, and ultimately hack customer accounts.

Proofpoint Mike Lee Director of Product Management Proofpoint

Case study: Agent IQ
Boosting Agents with AI: three-pronged approach to quality, consistency and efficiency

AI is getting lot of attention (call it buzz) but expectations are often either too high or too low. The key to unleashing the power behind the buzz is understanding the limitations of current AI state-of-the-art and using its strengths in collaboration with human agents to provide a much needed boost. In this session we will discuss a hybrid approach to Customer Care that enables brands to provide personalized support at scale.

Agent IQ Slaven Bilac Chief Technology Officer Agent IQ

Agent IQ Tim Guleri Board of Directors Agent IQ

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

3:00pm-3:45pm
Digital Integration

Convey all digital under one roof and build a clear picture of your customer’s needs.

Invest in the tools and capabilities required to listen to your customers and provide an intuitive reporting structure.

Formalize non-traditional customer care into something more manageable and instil confidence across the board.

The Washington Post Gregg Fernandes Vice President of Customer Care & Logistics The Washington Post

General Motors Stacy Vick Social Strategy Center of Excellence General Motors

Sykes Sarah Grace McCandless Senior Director, Global Digital CX Strategy Sykes

Moderator: MorningBrooke Digital Frankie Saucier CEO & Founder MorningBrooke Digital

Staffing and training the customer service teams of tomorrow

Empower agents, decrease onboarding times, ensure scalability and future-proof your workforce.

In the age of on-demand it’s vital your workforce is augmented, flexible and ready to respond to changing demands and customer needs.

Maintain quality at scale, shorten onboarding times by getting to grips with the latest in virtual, immersive training and e-learning and reorganize your workforce to deliver outstanding customer care irrespective of demand.

Alaska Airlines Michael Roy Head of Social Customer Care Alaska Airlines

Lessonly Conner Burt Chief Operating Officer Lessonly

Ipsy Florence Evina-Ze Director of Customer Care Ipsy

Home Depot Chip Liebenow Customer Care Director Home Depot

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

3:45pm-4:15pm
Networking Coffee Break
4:15pm-4:40pm
Case study: Germain APM
Real-time Customer Journey Analytics

In this session we take a closer look at how you can track your customer journeys to identify friction points throughout the lifecycle and deep-dive into business and technology solutions throughout the customer experience.

GermainAPM Yannick Germain Chief Executive Officer Germain APM

Moderator: MorningBrooke Digital Frankie Saucier CEO & Founder MorningBrooke Digital

Case study: Unbabel
Delivering Operational Agility: Removing Language Barriers in Customer Experience

In this informal presentation, Unbabel will discuss how fast-growing and enterprise organizations are able to remove language as a barrier -- through Unbabel's combined AI + Gig Economy "Translation as a Service" -- moving non-voice channels to lowest cost/highest quality locations, embedding elasticity in the CX operational fabric for peak seasons, and ensuring 24/7/365 coverage for customers in all languages.

This session is aimed at anyone dealing with high-volume customer service at a global scale.

Unbabel Edmund Ovington VP Global Partnerships Unbabel

Unbabel Richard Kalnins VP Strategic Accounts Unbabel

4:40pm-5:10pm
Case study: Intuit
Unified Social Strategy

Craft a unified social strategy and collaborate effectively with stakeholders across all units involved in social.

Provide a greater standard of social care by leveraging all departments bought into social’s success

Intuit Mark Obee Head of Social & Community Engagement Intuit

Moderator: Sykes Hilary Hahn Vice President, Customer Experience Innovation Sykes

Case study: AARP
Community Care & Engagement: Connect, Feedback, and Interact

Tackling audience responses to the organization’s multi-threaded, unique offerings and services, resulting in surprising and engaging conversations that revealed new ways to increase member engagement and loyalty.

AARP Matt Chinn VP, Experience Implementation & Social Response AARP

AARP Tisa Sinclair Director of Social Response AARP

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

5:10pm-5:40pm
Case study: Smooch Technologies
Personal and Personalized: How Leading Brands from Four Seasons and LVMH to Uber and Bird are Embracing Messaging

Smooch Technologies Warren Levitan Warren Levitan Smooch Technologies

5:40pm-7:00pm
Networking Drinks

Pre-order the detailed event brochure

Full speaker list • Full conference agenda • Audience breakdown


Day 2, June 8th 2018

9:00am-10:00am
Conversocial
How to Deliver Effortless Customer Care in the Era of Social Messaging
  • Embed and scale social support for a seamless customer experience
  • Develop the team of tomorrow with highly trained agents, working in harmony with bots & AI
  • Rethink your KPIs for a Social Messaging centric world
  • Increase customer experience and reduce cost by leaning into the power of Social Messaging

Media Temple Evan Weiner Senior Manager, Social Media Media Temple

Google Fiber Nodas Papadimitriou Service Delivery - Customer Solutions Google Fiber

Volaris Maria Rivas Social Customer Service Manager Volaris

Moderator: Conversocial Ido Bornstein-HaCohen Chief Operating Officer Conversocial

10:00am-10:30am
Case study: Western Digital
Delivering the Next Generation of Customer Experience

Western Digital Kevin Wineberg Director of Global Customer Support Western Digital

10:30am-11:00am
Networking Coffee Break
11:00am-11:30am
Case study: Guru
Creating amazing customer experiences at scale

In this session we separate the reality from the hype and take a practical approach to incorporating artificial intelligence into your support stack. You will walk away from this session with 5 tactical questions that will help guide your team to a successful implementation.

Guru Rick Nucci Chief Executive Officer Guru

11:30am-12:15pm
Automation and the customer experience

Augment your customer experience by utilizing AI to route customers and prioritize engagement.

Free-up resources, remove friction points, and create a more fluid experience that utilizes self-service.

Western Digital Kevin Wineberg Director of Global Customer Support Western Digital

Citi Sarah Brownback Wortman Senior Vice President, Global Social Listening and Customer Engagement Citi

Sykes Sarah Grace McCandless Senior Director, Global Digital CX Strategy Sykes

Conversocial Ido Bornstein-HaCohen Chief Operating Officer Conversocial

12:15pm-12:45pm
Case study: HGS
Smart Automation & Smarter Agents Creates Great Customer Experience

In this session we will talk about using automation to manage customer interactions and support agents to create great customer experience, while saving costs, increasing NPS, creating more conversions, retaining more customers, all at the same time.

HGS Mandeep Kwatra Vice President Global Solutions & Capabilities and CX Strategy Leader HGS

12:45pm-1:45pm
Networking Lunch
1:45pm-2:30pm
Self-service: Putting your Customers in the Driver Seat

Modern customers expect instant gratification and a fluid support experience – be the brand that enables them to shape their own experience!

Join the evolution towards a low effort service experience by leveraging digital assets across your network of servicing offerings, implementing AI, automation & chatbots, and offer your customers a range of choices to drive their own experiences.

McAfee Amartya Banerjee Director, Supports, Services, & Customer Success McAfee

Intuit Mark Obee Head, Social & Community Engagement Intuit

Moderator: MorningBrooke Digital Frankie Saucier CEO & Founder MorningBrooke Digital

2:30pm-3:00pm
Case study: Lithium
Balancing the Needs of Personalization AND Automation in Customer Service

Join us for this dynamic discussion and learn how T-Mobile is personalizing the digital customer experience. Michelle Mattson, T-Mobile’s Director of Social Media, will join forces with Lithium’s Senior Product Marketing Director, Katie Duzan, to dive into the details of how it’s efficiently done.

Michelle will share her strategies on how to deliver personalized social support at massive scale. By providing valuable customer service and aligning with marketing, T-Mobile makes social care an executive priority. You’ll learn tips on how to automate processes for agents, how to leverage data visualization, and much more.

Lithium Katie Duzan Senior Director, Product Marketing Lithium

T-Mobile Michelle Mattson Director of Social Media T-Mobile

3:00pm-3:45pm
The Personalized Touch

Deliver greater personalization as a standard through advanced collection and analysis of customer data, better use of machine learning and a greater understanding of which channels can provide value to your customers at a set time.

Build strong relationships with customers that defy the impersonal approach.

Go beyond the “wow factor” and provide them with a service tailored to them.

Alaska Airlines Michael Roy Head of Social Customer Care Alaska Airlines

Airbnb Katherine Chan Customer Experience and Global Service Manager Airbnb

Moderator: Mari Smith Mari Smith Facebook Marketing Expert | Social Media Influencer | Speaker | Author

3:45pm-4:30pm
Delivering an Effortless Resolution – Provide Smooth, Timely and Proactive Customer Care

Effortless is everything… to thrive in a world of ever-increasing competition and heightened customer expectation you are expected to solve everyday issues quickly and easily.

In this session, we will cover:

  • Understand your customer and deliver a personalized experience for a quicker resolution.
  • Be where your customer is and resolve in channel.
  • Be pre-emptive rather than just responsive.

2K Ima Somers Customer Care Director 2K

Citi Sarah Brownback Wortman Senior Vice President, Global Social Listening and Customer Engagement Citi

Moderator: MorningBrooke Digital Frankie Saucier CEO & Founder MorningBrooke Digital

Jasmine Kees

Jasmine Kees

Global Project Director
Incite Group

UK: 44 (0) 207 375 7532

Email: jasmine@incite-group.com

Pre-order the detailed event brochure

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