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June 3 - 4, 2019|San Diego, US

2019's Conference Agenda! Stay tuned for more themes in 2020.

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

Print The Agenda

Day One

7:30AM
Registration Opens
8:20AM
Welcome and Introductory Remarks

Jasmine Kees Conference Organizer Incite Group

Mari Smith Social Media Expert
& Queen of Facebook
Mari Smith International, Inc.

Jim Rembach President Call Center Coach

Plenary: Bring Customer Service to the Center of the Business
8:30AM
Live Polling: The Future of Customer Service – What’s hype, What’s Reality and Where Does CX Fit into the Picture?

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

8:40AM
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

Logo Lance Gruner Executive Vice President, Global Customer Care Mastercard

9:10AM
The Future of Customer Experience is Conversational
  • Seamlessly blend humans and automation to scale your customer experience operation
  • Harness the power of bots & AI without impacting customer care
  • Deliver commerce through care with unique data-driven intelligent messaging

Logo Joshua March CEO and Co-Founder Conversocial

9:30AM
Interactive Panel Discussion: 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

Logo Nigel Henry Director, Customer Experience & Compliance Pizza Hut

Logo Michael Lawder Senior Vice President Customer Care Samsung

Logo Lance Gruner Executive Vice President, Global Customer Care Mastercard

Moderator: Logo Diane Magers Chief Executive Officer CXPA

10:10AM
Fireside Chat: Getting Customers to Answer Their Phones Again: A Thing of the Future, Not of the Past
  • Help your customers know & trust that it’s your company calling (versus a scammer)
  • Foster important, timely conversations with your customers using branded, personalized or customized calling displays
  • Enhance the customer experience, improve efficiency, reduce costs of customer service and contact efforts

Logo Scott Ballantyne Chief Marketing Officer First Orion

Moderator: Mari Smith Mari Smith Social Media Expert
& Queen of Facebook

10:30AM
Customer Care Transformation - Shifting from Break Fix to Customer First

Logo Michael Lawder Senior Vice President, Customer Care Samsung

11:00AM
Networking Coffee Break
Social Customer Care

Mari Smith Mari Smith Social Media Expert
& Queen of Facebook

Omnichannel Customer Support

Call Center Coach Jim Rembach President Call Center Coach

11:45AM
Live Polling: The Social Piece – Drive Customer Success, Gain Investment and Become a Valued Part of the Business

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

Live Polling: See the Big Picture – Synchronize Channels for Accurate Journey Mapping, Personalization and Specialization

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

11:55AM
Redefining Loyalty on the Path to Creating Extraordinary Customer Experiences
  • Turn brand loyalty around: how can you become loyal to your customers?
  • Why extraordinary customer service now means empowering your customers and putting them in control
  • Embrace messaging to be where your customers are and letting them take the lead in resolving issues

Logo Joe Gagnon CEO Sparkcentral

From Chaos to Customer Success: How Jenny Craig Transformed Their Sales and Support Team
  • Drive employee engagement with frontline agents and supervisors with a simplified, robust operational system and improved team culture
  • Deliver richer, more engaging interactions with a scalable live chat solution
  • Utilize canned responses to improve agent onboarding, training and overall performance

Logo Ross Haskell Lead Product Evangelist, Bold360ai Bold360 by LogMeIn

Logo Heidi Rote Sales Center Director for North America Jenny Craig

12:15PM
Interactive Panel discussion: 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

Logo David Bohl Director Global Services Delivery Social Media Support Dell

Logo David Johnston Social Media Strategy Leader TSA

Logo Sid Banerjee Founder Clarabridge

Logo Lindsey Duncan Senior Specialist, Social Business Southwest Airlines

Moderator: Logo Frankie Saucier Head of Digital Care Strategy Home Depot

Interactive Panel discussion: 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?

Logo Zeya Ottomone Head of Global Contact Centers and CRM ABB

Logo Heidi Rote Sales Center Director for North America Jenny Craig

Logo Andrea Silas Vice President, Technical Support Dreamhost

Logo Deon Nicholas Founder Forethought

Moderator: Call Center Coach Jim Rembach President Call Center Coach

12:55PM
Networking Lunch Break
By Invitation Only: Unbabel VIP Workshop (Starts at 1.15 PM)
2:25PM
Unlock Customer Insights with Predictive AI to Drive Support Excellence
  • Predict which customers will be dissatisfied with your service and the process you can use to intervene and change those outcomes
  • 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

Logo David Bohl Director Global Services Delivery Social Media Support Dell

Launching a Premium Customer Relationship Value Strategy
  • Creating an end-to-end experience customers love
  • Designing and scaling concierge-level service offerings
  • The power (and impact) of personalized service

Logo Andy Lisk Sr Director, Global Customer Experience eBay

2:55PM
Interactive Panel Discussion: Meet Customers on their Channel of Choice: The Rise of Messaging for Customer Care
  • Maintain one persistent conversation with users across all digital channels
  • Understand how chatbots and AI fit into your agent workflows
  • Leverage your conversational data to create more personalized customer journeys

Logo Rob Lawson Global Partnerships Google

Logo Caitlin Lacey Product Marketing Communications Messenger at Facebook

Logo Sarah Feldman Head of Customer Care Visible, A Verizon Company

Moderator: Logo Warren Levitan Cofounder and CEO Smooch

(2:55PM) Preparing your Team for the Era of Customer Service Automation: How Helpshift Customers Are Achieving >50% Automation 
  • Which digital channels show the most promise
  • What strategies are most effective and how to think about the business case
  • How far along are others

Logo Abinash Tripathy Founder & Strategy Helpshift


(3:15PM) Self Help and AI: Using the Right Tools to Provide Instant Support Without Alienating Your Customers
  • Collect, structure and leverage your existing internal knowledge to provide the answers to the questions your customers are really asking
  • Your knowledge base is only as useful as it is discoverable - expose customers to all channels, including self-service.
  • Boost your instant resolution and customer success rates with continued training of the right AI solution

Logo Andrea Silas Vice President, Technical Support Dreamhost

3:35PM
Digital CX: Strategic Partnerships to Create CS and Brand Love Social Engagement at Scale 
  • Finding the right partner for ramping to successful 24/7 social operations
  • The importance of trust in social partnerships and developing digital CX teams as PR ambassadors
  • Thinking beyond support: why brand love matters and how to operationalize efforts in social

Google Kathleen Garrity Head of Social Care and Community Engagement for @madebygoogle, @googlenest, @googlestadia Google

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

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

Logo Chintan Shah Senior Manager, Customer Obsession Uber

3:55PM
Networking Coffee Break
4:25PM
Interactive Panel Discussion: 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

Logo Michael Roy Head of Social Customer Care Alaska Airlines

Logo Elizabeth Solomon Manager, Social Media Care AMC Theatres

Google Kathleen Garrity Head of Social Care and Community Engagement for @madebygoogle, @googlenest, @googlestadia Google

Moderator: Logo Frankie Saucier Head of Digital Care Strategy Home Depot

Interactive Panel Discussion: Scale your Workforce to Meet the Demands of Multichannel Support
  • Supercharge onboarding and minimize training time with new agents
  • Empower your team with the knowledge they need to deliver delightful customer experiences
  • Leverage the ultimate CS tech stack for your unique multichannel support strategy

Logo Nigel Henry Director, Customer Experience & Compliance Pizza Hut

Logo Edward Krzysik Director Services Program Ricoh

Logo Andy Lisk Sr Director, Global Customer Experience eBay

Logo Hillary Curran Head of Customer Experience Guru

Moderator: Call Center Coach Jim Rembach President Call Center Coach

5:05PM
Turn Anger into Affinity: How AMC Theatres Defined Their Voice and Won Back Customers
  • Why customer service responses deserve the same focus as your marketing content
  • How strengthening your social media care voice drives customer satisfaction
  • How to develop a strategy that’s right for both your customers and your brand

Logo Elizabeth Solomon Manager, Social Media Care AMC Theatres

Design Operations: How We Deliver the Ultimate Customer Experience
  • What is the role of design and technology in hospitality?
  • How can UX Design contribute to customer service?
  • Lessons learned – and what’s ahead

Logo Melanie Shintaku Director of Design Operations Marriott

5:25PM
Networking Drinks Reception and Awards Ceremony
5:45PM
Incite Customer Service Award Winners Announced…

Day Two

8:00AM
Registration Opens
8:40AM
Yesterday's Recap & Introductory Remarks

Jasmine Kees Conference Organizer Incite Group

Mari Smith Social Media Expert
& Queen of Facebook
Mari Smith International, Inc.

Jim Rembach President Call Center Coach

Plenary: Restructure Customer Service for the Connected Customer
8:50AM
Live Polling: 2019's Customer Support Workforce: Empower Agents to Meet Rising Customer Expectations

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

9:00AM
Transforming the Consumer Experience in a Rapidly Evolving Global Tech Giant
  • Tackle the change management piece and reimagine the customer service department
  • Collaborate with engineering, product and creative teams to achieve that “wow” factor
  • Grow a culture of change and start sharing the new face of user support internally

Logo Donald Hicks Vice President, Global User Services Twitter

9:30AM
Improve Customer Satisfaction by Improving Employee Retention:
  • Explore best practice methods for retaining employees and improving employee satisfaction
  • Setting and perpetuating a company culture that drives employee satisfaction
  • Translating employee satisfaction into wins for your customers

Logo Nina Brown Vice President of Client Solutions DATAMARK

9:50PM
Interactive Panel Discussions: 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

Logo Donald Hicks Vice President, Global User Services Twitter

AmplifAI Solutions, Inc. Sean Minter CEO & Founder AmplifAI Solutions, Inc.

Logo Frankie Saucier Head of Digital Care Strategy Home Depot

Moderator: Mari Smith Mari Smith Social Media Expert
& Queen of Facebook
Mari Smith International, Inc.

10:30AM
The Power of Conversational AI and How it Can Transform CX

Consumers hate using ineffective technology to communicate with brands, whether it be dated IVRs or newer but limiting chatbots. Wait times, limited options, robotic systems, lack of personalization and having to repeat themselves are just a few of the many reasons why ineffective systems infuriate consumers. While AI-powered solutions claim to solve all these problems and transform the customer experience (CX), implementing AI requires a customer-first strategy. Join Interactions to learn how conversational AI coupled with human understanding is being leveraged by leading global brands to transform CX and increase customer engagement, while also providing significant and demonstrable operational savings.

Logo Priyanka Tiwari Director of Product Marketing Interactions

10:50AM
Networking Coffee Break
Upskilled Agents

Mari Smith Mari Smith Social Media Expert
& Queen of Facebook
Mari Smith International, Inc.

B2B & Customer Experience

Call Center Coach Jim Rembach President Call Center Coach

11:35AM
Live Polling: Regear your Workforce – Empower agents, improve leadership and reimagine the customer service role

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

Live Polling: B2C is Life, B2B is Livelihood – Unique changes B2B support must make to stay competitive

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

11:45AM
Employee Engagement Pays
  • What is employee engagement?
  • Why does it matter in your contact center?
  • Ways to engage employees with: the company, their job/role, their supervisor, their Team

Logo Jim Reynolds Vice President, Customer Experience US Bank

Innovation in Service Delivery
  • RICOH’s journey related to Innovation and Service Delivery
  • Ideation process to determine innovation
  • Execution, communication and measurements of success

Logo Edward Krzysik Director, SmartHands Ricoh

12:15PM
Interactive Panel Discussion: Outsourcing and Contact Centers: Where it 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

Logo TJ Acuto Business Director, Customer Experience Capital One

Logo Jim Reynolds Vice President, Customer Experience US Bank

Logo Jayme Gold Senior Director, Business Development CSS Corp

Moderator: Mari Smith Mari Smith Social Media Expert
& Queen of Facebook
Mari Smith International, Inc.

Interactive Panel Discussion: 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
  • Gain invaluable insights with AI across the customer journey
  • From order volume to peak times - Capture customer data for predictive analytics and adjust accordingly

Logo Bonnie Saunders Vice President, Treasury Management National Client Service Manager Wells Fargo

Logo Pete Paul-Graf Vice President of Global Service Desk, Customer Care and Site Manager for DHL

Logo Edward Krzysik Director Services Program Ricoh

Moderator: Logo Fiona Blakesley Director of Customer Care SPG Intuit

12:55PM
Empower the face of your brand; the role of people in modern CX
  • Explore the role that your front-line employees play in delivering your CX
  • Find points of leverage to turn the "necessary" into extraordinary
  • Redefine the ROI for servicing investments

Logo TJ Acuto Head of Customer Experience Capital One

Deliver on B2B Expectations at Scale
  • Workforce optimization through precision outsourcing
  • Building expert agents with graduated learning
  • Creating differentiation across the B2B experience

Logo Fiona Blakesley Director of Customer Care SPG Intuit

1:25PM
Networking Lunch Break
2:55PM
Business Messaging: Interact with Consumers Where They Are

As consumers, we have switched many of our conversations with friends and family away from phone calls to messaging. However, when we want to contact a business, we’re often required to call, download an app, or register on a website. Many interactions between consumers and businesses will likely become asynchronous messaging conversations. Join a Google expert to learn why messaging is the future of customer service, commerce, and marketing, and learn how major brands like Subway, Citibank, and Booking.com are already using this technology to engage their customers.

Logo Rob Lawson Global Partnerships Google

3:25PM
Interactive Panel Discussion: 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)

Logo Fiona Blakesley Director of Customer Care SPG Intuit

Logo Rob Lawson Global Partnerships Google

Logo Puneet Mehta Founder/CEO Netomi (formerly msg.ai)

Logo Pete Paul-Graf Vice President of Global Service Desk, Customer Care and Site Manager for DHL

Moderator: Logo Diane Magers Chief Executive Officer CXPA

3:55PM
Closing Remarks and Discussion

Jasmine Kees Jasmine Kees Conference Organizer Incite Group

Mari Smith Mari Smith Social Media Expert
& Queen of Facebook

Call Center Coach Jim Rembach President Call Center Coach

Day One

7:30AM
Registration Opens
8:20AM
Welcome and Introductory Remarks

Jasmine Kees Conference Organizer Incite Group

Mari Smith Social Media Expert
& Queen of Facebook
Mari Smith International, Inc.

Jim Rembach President Call Center Coach

Plenary: Bring Customer Service to the Center of the Business
8:30AM
Live Polling: The Future of Customer Service – What’s hype, What’s Reality and Where Does CX Fit into the Picture?

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

8:40AM
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

Logo Lance Gruner Executive Vice President, Global Customer Care Mastercard

9:10AM
The Future of Customer Experience is Conversational
  • Seamlessly blend humans and automation to scale your customer experience operation
  • Harness the power of bots & AI without impacting customer care
  • Deliver commerce through care with unique data-driven intelligent messaging

Logo Joshua March CEO and Co-Founder Conversocial

9:30AM
Interactive Panel Discussion: 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

Logo Nigel Henry Director, Customer Experience & Compliance Pizza Hut

Logo Michael Lawder Senior Vice President Customer Care Samsung

Logo Lance Gruner Executive Vice President, Global Customer Care Mastercard

Moderator: Logo Diane Magers Chief Executive Officer CXPA

10:10AM
Fireside Chat: Getting Customers to Answer Their Phones Again: A Thing of the Future, Not of the Past
  • Help your customers know & trust that it’s your company calling (versus a scammer)
  • Foster important, timely conversations with your customers using branded, personalized or customized calling displays
  • Enhance the customer experience, improve efficiency, reduce costs of customer service and contact efforts

Logo Scott Ballantyne Chief Marketing Officer First Orion

Moderator: Mari Smith Mari Smith Social Media Expert
& Queen of Facebook

10:30AM
Customer Care Transformation - Shifting from Break Fix to Customer First

Logo Michael Lawder Senior Vice President, Customer Care Samsung

11:00AM
Networking Coffee Break
Social Customer Care

Mari Smith Mari Smith Social Media Expert
& Queen of Facebook

Omnichannel Customer Support

Call Center Coach Jim Rembach President Call Center Coach

11:45AM
Live Polling: The Social Piece – Drive Customer Success, Gain Investment and Become a Valued Part of the Business

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

Live Polling: See the Big Picture – Synchronize Channels for Accurate Journey Mapping, Personalization and Specialization

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

11:55AM
Redefining Loyalty on the Path to Creating Extraordinary Customer Experiences
  • Turn brand loyalty around: how can you become loyal to your customers?
  • Why extraordinary customer service now means empowering your customers and putting them in control
  • Embrace messaging to be where your customers are and letting them take the lead in resolving issues

Logo Joe Gagnon CEO Sparkcentral

From Chaos to Customer Success: How Jenny Craig Transformed Their Sales and Support Team
  • Drive employee engagement with frontline agents and supervisors with a simplified, robust operational system and improved team culture
  • Deliver richer, more engaging interactions with a scalable live chat solution
  • Utilize canned responses to improve agent onboarding, training and overall performance

Logo Ross Haskell Lead Product Evangelist, Bold360ai Bold360 by LogMeIn

Logo Heidi Rote Sales Center Director for North America Jenny Craig

12:15PM
Interactive Panel discussion: 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

Logo David Bohl Director Global Services Delivery Social Media Support Dell

Logo David Johnston Social Media Strategy Leader TSA

Logo Sid Banerjee Founder Clarabridge

Logo Lindsey Duncan Senior Specialist, Social Business Southwest Airlines

Moderator: Logo Frankie Saucier Head of Digital Care Strategy Home Depot

Interactive Panel discussion: 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?

Logo Zeya Ottomone Head of Global Contact Centers and CRM ABB

Logo Heidi Rote Sales Center Director for North America Jenny Craig

Logo Andrea Silas Vice President, Technical Support Dreamhost

Logo Deon Nicholas Founder Forethought

Moderator: Call Center Coach Jim Rembach President Call Center Coach

12:55PM
Networking Lunch Break
By Invitation Only: Unbabel VIP Workshop (Starts at 1.15 PM)
2:25PM
Unlock Customer Insights with Predictive AI to Drive Support Excellence
  • Predict which customers will be dissatisfied with your service and the process you can use to intervene and change those outcomes
  • 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

Logo David Bohl Director Global Services Delivery Social Media Support Dell

Launching a Premium Customer Relationship Value Strategy
  • Creating an end-to-end experience customers love
  • Designing and scaling concierge-level service offerings
  • The power (and impact) of personalized service

Logo Andy Lisk Sr Director, Global Customer Experience eBay

2:55PM
Interactive Panel Discussion: Meet Customers on their Channel of Choice: The Rise of Messaging for Customer Care
  • Maintain one persistent conversation with users across all digital channels
  • Understand how chatbots and AI fit into your agent workflows
  • Leverage your conversational data to create more personalized customer journeys

Logo Rob Lawson Global Partnerships Google

Logo Caitlin Lacey Product Marketing Communications Messenger at Facebook

Logo Sarah Feldman Head of Customer Care Visible, A Verizon Company

Moderator: Logo Warren Levitan Cofounder and CEO Smooch

(2:55PM) Preparing your Team for the Era of Customer Service Automation: How Helpshift Customers Are Achieving >50% Automation 
  • Which digital channels show the most promise
  • What strategies are most effective and how to think about the business case
  • How far along are others

Logo Abinash Tripathy Founder & Strategy Helpshift


(3:15PM) Self Help and AI: Using the Right Tools to Provide Instant Support Without Alienating Your Customers
  • Collect, structure and leverage your existing internal knowledge to provide the answers to the questions your customers are really asking
  • Your knowledge base is only as useful as it is discoverable - expose customers to all channels, including self-service.
  • Boost your instant resolution and customer success rates with continued training of the right AI solution

Logo Andrea Silas Vice President, Technical Support Dreamhost

3:35PM
Digital CX: Strategic Partnerships to Create CS and Brand Love Social Engagement at Scale 
  • Finding the right partner for ramping to successful 24/7 social operations
  • The importance of trust in social partnerships and developing digital CX teams as PR ambassadors
  • Thinking beyond support: why brand love matters and how to operationalize efforts in social

Google Kathleen Garrity Head of Social Care and Community Engagement for @madebygoogle, @googlenest, @googlestadia Google

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

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

Logo Chintan Shah Senior Manager, Customer Obsession Uber

3:55PM
Networking Coffee Break
4:25PM
Interactive Panel Discussion: 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

Logo Michael Roy Head of Social Customer Care Alaska Airlines

Logo Elizabeth Solomon Manager, Social Media Care AMC Theatres

Google Kathleen Garrity Head of Social Care and Community Engagement for @madebygoogle, @googlenest, @googlestadia Google

Moderator: Logo Frankie Saucier Head of Digital Care Strategy Home Depot

Interactive Panel Discussion: Scale your Workforce to Meet the Demands of Multichannel Support
  • Supercharge onboarding and minimize training time with new agents
  • Empower your team with the knowledge they need to deliver delightful customer experiences
  • Leverage the ultimate CS tech stack for your unique multichannel support strategy

Logo Nigel Henry Director, Customer Experience & Compliance Pizza Hut

Logo Edward Krzysik Director Services Program Ricoh

Logo Andy Lisk Sr Director, Global Customer Experience eBay

Logo Hillary Curran Head of Customer Experience Guru

Moderator: Call Center Coach Jim Rembach President Call Center Coach

5:05PM
Turn Anger into Affinity: How AMC Theatres Defined Their Voice and Won Back Customers
  • Why customer service responses deserve the same focus as your marketing content
  • How strengthening your social media care voice drives customer satisfaction
  • How to develop a strategy that’s right for both your customers and your brand

Logo Elizabeth Solomon Manager, Social Media Care AMC Theatres

Design Operations: How We Deliver the Ultimate Customer Experience
  • What is the role of design and technology in hospitality?
  • How can UX Design contribute to customer service?
  • Lessons learned – and what’s ahead

Logo Melanie Shintaku Director of Design Operations Marriott

5:25PM
Networking Drinks Reception and Awards Ceremony
5:45PM
Incite Customer Service Award Winners Announced…

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription

Day Two

8:00AM
Registration Opens
8:40AM
Yesterday's Recap & Introductory Remarks

Jasmine Kees Conference Organizer Incite Group

Mari Smith Social Media Expert
& Queen of Facebook
Mari Smith International, Inc.

Jim Rembach President Call Center Coach

Plenary: Restructure Customer Service for the Connected Customer
8:50AM
Live Polling: 2019's Customer Support Workforce: Empower Agents to Meet Rising Customer Expectations

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

9:00AM
Transforming the Consumer Experience in a Rapidly Evolving Global Tech Giant
  • Tackle the change management piece and reimagine the customer service department
  • Collaborate with engineering, product and creative teams to achieve that “wow” factor
  • Grow a culture of change and start sharing the new face of user support internally

Logo Donald Hicks Vice President, Global User Services Twitter

9:30AM
Improve Customer Satisfaction by Improving Employee Retention:
  • Explore best practice methods for retaining employees and improving employee satisfaction
  • Setting and perpetuating a company culture that drives employee satisfaction
  • Translating employee satisfaction into wins for your customers

Logo Nina Brown Vice President of Client Solutions DATAMARK

9:50PM
Interactive Panel Discussions: 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

Logo Donald Hicks Vice President, Global User Services Twitter

AmplifAI Solutions, Inc. Sean Minter CEO & Founder AmplifAI Solutions, Inc.

Logo Frankie Saucier Head of Digital Care Strategy Home Depot

Moderator: Mari Smith Mari Smith Social Media Expert
& Queen of Facebook
Mari Smith International, Inc.

10:30AM
The Power of Conversational AI and How it Can Transform CX

Consumers hate using ineffective technology to communicate with brands, whether it be dated IVRs or newer but limiting chatbots. Wait times, limited options, robotic systems, lack of personalization and having to repeat themselves are just a few of the many reasons why ineffective systems infuriate consumers. While AI-powered solutions claim to solve all these problems and transform the customer experience (CX), implementing AI requires a customer-first strategy. Join Interactions to learn how conversational AI coupled with human understanding is being leveraged by leading global brands to transform CX and increase customer engagement, while also providing significant and demonstrable operational savings.

Logo Priyanka Tiwari Director of Product Marketing Interactions

10:50AM
Networking Coffee Break
Upskilled Agents

Mari Smith Mari Smith Social Media Expert
& Queen of Facebook
Mari Smith International, Inc.

B2B & Customer Experience

Call Center Coach Jim Rembach President Call Center Coach

11:35AM
Live Polling: Regear your Workforce – Empower agents, improve leadership and reimagine the customer service role

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

Live Polling: B2C is Life, B2B is Livelihood – Unique changes B2B support must make to stay competitive

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

11:45AM
Employee Engagement Pays
  • What is employee engagement?
  • Why does it matter in your contact center?
  • Ways to engage employees with: the company, their job/role, their supervisor, their Team

Logo Jim Reynolds Vice President, Customer Experience US Bank

Innovation in Service Delivery
  • RICOH’s journey related to Innovation and Service Delivery
  • Ideation process to determine innovation
  • Execution, communication and measurements of success

Logo Edward Krzysik Director, SmartHands Ricoh

12:15PM
Interactive Panel Discussion: Outsourcing and Contact Centers: Where it 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

Logo TJ Acuto Business Director, Customer Experience Capital One

Logo Jim Reynolds Vice President, Customer Experience US Bank

Logo Jayme Gold Senior Director, Business Development CSS Corp

Moderator: Mari Smith Mari Smith Social Media Expert
& Queen of Facebook
Mari Smith International, Inc.

Interactive Panel Discussion: 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
  • Gain invaluable insights with AI across the customer journey
  • From order volume to peak times - Capture customer data for predictive analytics and adjust accordingly

Logo Bonnie Saunders Vice President, Treasury Management National Client Service Manager Wells Fargo

Logo Pete Paul-Graf Vice President of Global Service Desk, Customer Care and Site Manager for DHL

Logo Edward Krzysik Director Services Program Ricoh

Moderator: Logo Fiona Blakesley Director of Customer Care SPG Intuit

12:55PM
Empower the face of your brand; the role of people in modern CX
  • Explore the role that your front-line employees play in delivering your CX
  • Find points of leverage to turn the "necessary" into extraordinary
  • Redefine the ROI for servicing investments

Logo TJ Acuto Head of Customer Experience Capital One

Deliver on B2B Expectations at Scale
  • Workforce optimization through precision outsourcing
  • Building expert agents with graduated learning
  • Creating differentiation across the B2B experience

Logo Fiona Blakesley Director of Customer Care SPG Intuit

1:25PM
Networking Lunch Break
2:55PM
Business Messaging: Interact with Consumers Where They Are

As consumers, we have switched many of our conversations with friends and family away from phone calls to messaging. However, when we want to contact a business, we’re often required to call, download an app, or register on a website. Many interactions between consumers and businesses will likely become asynchronous messaging conversations. Join a Google expert to learn why messaging is the future of customer service, commerce, and marketing, and learn how major brands like Subway, Citibank, and Booking.com are already using this technology to engage their customers.

Logo Rob Lawson Global Partnerships Google

3:25PM
Interactive Panel Discussion: 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)

Logo Fiona Blakesley Director of Customer Care SPG Intuit

Logo Rob Lawson Global Partnerships Google

Logo Puneet Mehta Founder/CEO Netomi (formerly msg.ai)

Logo Pete Paul-Graf Vice President of Global Service Desk, Customer Care and Site Manager for DHL

Moderator: Logo Diane Magers Chief Executive Officer CXPA

3:55PM
Closing Remarks and Discussion

Jasmine Kees Jasmine Kees Conference Organizer Incite Group

Mari Smith Mari Smith Social Media Expert
& Queen of Facebook

Call Center Coach Jim Rembach President Call Center Coach

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

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