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The elite community that attended in 2019


A time of unprecedented challenge and opportunity for Customer Service Leaders

We are nearing the age of effortless resolution. Whilst customer expectations continue to rise, advances in automation are unlocking the path for customer service leaders to deliver a seamless, personalised and at times predictive omnichannel experience. Whilst there are going to be challenges over coming legacy systems and assumptions, an unprecedented opportunity lies before us.

New extremes of efficiency are now possible. The cost to service phone is going down, as agents become empowered by new approaches to knowledge bases, automation and training. Newer more conversational messaging channels are proving even more efficient with their high affinity for automation and agent concurrency. Customers are also solving ever more complex issues without agent intervention as self service channels reach new heights of both popularity and functionality.

Experience is a key differentiator. Competition in every industry is fierce, but we have the potential to create loyal customers with every interaction. Customer service departments are no longer just the face of the business, they are a key driver. It is time for you to take your seat at the table.

At the Customer Service Summit 2020, our mission is to give you the tools and strategies to achieve effortless resolution, drive new extremes of efficiency and deliver the ultimate customer experience. That’s why we’ve gathered those leading customer support, experience and digital customer care from the world’s most influential brands. A community of trailblazers, defining a new standard for service and care.

Track diagram: {Rotary phone icon} Traditional Service Channels {arrow poiting to} Intelligent Automation {arrow pointing to} Empowered Agents; {Vibrating cellphone icon} Social & Messaging {arrow poiting to} Intelligent Automation {arrow pointing to} Empowered Agents; {Pointing finger icon} Self Service {arrow poiting to} Intelligent Automation {arrow pointing to} Empowered Agents

World-class speaker faculty includes:

The Customer Service Summit brings together the leading minds on the cutting edge of customer service strategy and innovation, with a speaker line-up of customer-centric leaders from the biggest global brands dedicated to delivering the ultimate customer experience.

Linne Fulcher
Linne Fulcher

Walmart

Vice President, Returns

Marcell Bhangoo
Marcell Bhangoo

Boston Red Sox

Senior Vice President, Client Services

Shiran Cohen Langman
Shiran Cohen Langman

Citi

Senior Vice President, Product Management, Bot Container

Beth Dincin
Beth Dincin

Marriott International

Vice President, User Experience

Eliot Hamlisch
Eliot Hamlisch

Wyndham Hotels & Resorts

Senior Vice President, Global Loyalty & Partnerships

Josh Ramsey
Josh Ramsey

Hilton

Senior Director, Customer Care

30+ Case Studies and Interactive Discussions to Map the Future of Support

With horizontal tracks and vertical themes, designed in collaboration with our executive advisory board, the agenda is focused on transforming customer service to meet changing customer demands and equip leaders with the tools and strategies to deliver on the opportunity available to customer support leaders today.

  • Build Voice of Customer Analytics into Your Proactive Support Strategy
    Create a closed feedback loop to understand how your customers want to communicate with you, analyse resulting data to anticipate customer expectations and improve overall customer experience
  • Deliver Seamless Omnichannel Support, Anytime, Anywhere
    Map your key points of interaction, break into new social and digital touchpoints, synchronize channels to capture the entire customer journey and personalize each experience
  • Build, Retain and Empower the Ultimate 2020 Workforce
    Streamline hiring and onboarding, augment your workforce with automation, knowledge systems and accurate sentiment analysis, and let workforce optimization guide you seamlessly into the future of contact center support
  • Scale Support with Chatbots, Automation, AI, IoT and More
    Prove ROI, seamlessly integrate innovative solutions and effectively leverage machine learning to identify key customer friction points to deliver personalized, automated solutions with the human touch

Pre-order the detailed event brochure

Full speaker list • Full conference agenda • Audience breakdown

Customer Service, Support & Experience Leaders from America's Biggest Brands

The biggest brands in the US with a reputation for excellent service are gathering at the 9th Annual Customer Service Summit to understand new customer demands and set a strategy to stay one step ahead. Incite's Customer Service Summit is the who's who of the customer-centric support community, you won’t find better networking anywhere.

Logo of: Amazon
Logo of: USAA
Logo of: Verizon
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Logo of: AARP
Logo of: Expedia
Logo of: Ebay
Logo of: Marriott International
Logo of: Home Depot
Logo of: Dell
Logo of: CXPA
Logo of: Twitter
Logo of: AMC
Logo of: Intuit
Logo of: Jenny Craig
Logo of: us Bank
Logo of: Capital One
Logo of: Mastercard
Logo of: Southwest
Logo of: Uber
Logo of: Samsung
Logo of: Alaska Airlines
Logo of: PizzaHut
Logo of: DHL
Logo of: Google
Logo of: Wells Fargo
Logo of: Apple
Logo of: US Bank
Logo of: Ricoh
Logo of: Resmed
Logo of: PEMCO
Logo of: Hootsuite
Logo of: eBay
Logo of: Dow Jones
Logo of: Conversocial

Who Attends Incite Customer Service Summits?

  • Chief Customer Officer
  • EVP, Global Customer Care
  • SVP, Customer Care
  • VP, Customer Support
  • VP, Customer Experience
  • VP, Customer Service
  • VP, Social Customer Care
  • VP, Technical Support
  • Head of Social Customer Care
  • Head of Customer Experience
  • Head of Client Services
  • Director, New Digital Channels
  • Director, Customer Obsession
  • Director, Services Program
  • Director, Customer Care
  • Director, Customer Experience & Compliance
  • Director, Global Services Deliver
  • Director, Sales Center
  • Snr Manager, Workforce Optimization
  • Manager, Social Media Care
  • Manager, Client Success
  • And many, many more...

Leave With the Most Impactful New CS/CX Tools and Strategies

5 Reasons You Have to Attend The Customer Service Summit 2020

1

Grow your network with senior leaders from across the customer journey: Benchmark, debate and learn with those influencing the direction of the customer service space

2

Learn your way with multiple themes, 2 in-depth tracks and lunch time workshops: Don’t get stuck in a stuck in a session that isn’t relevant to you, tailor your learning.

3

Strategize and plan with 30+ real world speakers: No more bluesky discussion. Leave with the tools and strategies to enact impact-driven change with our interactive strategy-focused agenda

4

Find the solution with 20+ handpicked solution providers. Whilst the event is tailored for and focused on inhouse executives, we ensure you have the opportunity to meet the vendors you need to move your department forward.

5

Commit to making resolution effortless, driving efficiency and delivering the ultimate experience.

Pre-order the detailed event brochure

Full speaker list • Full conference agenda • Audience breakdown

What do Customer Support and Experience Executives Have to Say?

Why is the Customer Service Summit an important event?

Brella

New Brella networking: Only the Best Networking at Incite’s Customer Service Summits

We believe in maximising your experience on site, and that’s why we’ve invested time and energy to ensure you meet everyone you’d like to. Aside from conference sessions that encourage interaction between the customer service leaders and innovators, we also use an excellent networking app called ‘ Brella.’ Before you arrive at the event you can schedule a series of short 1:1 meetings with your key targets. This is a very effective way of ordering your networking goals and taking even more value from the conference. This is free to all conference attendees. If you’d like to find out more, just get in touch.

Mission Statement:

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At the Customer Service Summit 2020, our mission is to give you the tools and strategies to achieve effortless resolution, drive new extremes of efficiency and deliver the ultimate customer experience. That’s why we’ve gathered those leading customer support, experience and digital customer care from the world’s most influential brands. A community of trailblazers, defining a new standard for service and care.

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Proven: The USA's Best Customer Service Conference

  • 97% of Incite Summit attendees recommend the conferences to their peers
  • Over 2,500 customer experience executives have attended Incite events since we began in 2010
  • Previous attendees at Incite events include General Mills, Aflac, Citi, Red Bull, Verizon, Facebook, Google, Pfizer, Walmart, Whole Foods, United Health, Bacardi, 3M, Comcast, DHL and many more

97%

of attendees recommend the Summit to their corporate peers

98%

of Customer Service Summit attendees say they learned something new & useful which they have applied to their own strategy

10 Years

of successful Customer Service Summits

Learn, Network and Partner with the Best in the Business

Meet the Industry Key Decision Makers

Simply the most senior and influential gathering in the US.

This is your opportunity to meet with customer support, CX, contact center, customer operations, workforce management and analytics, leaders ready to enact change.

Access the attendee snapshot here

Learn from CS/CX Trailblazers

Keynotes & case studies that will change the industry

No buzzwords for buzzwords’ sake. You want strategic guidance from your peers based on actual evidence and current market conditions. Take back to your office case-study advice and make real changes inside your company

Explore the conference agenda here

Partner with Innovative Platforms and Solutions

Access exclusive live demos and a curated exhibition

Cut through the clutter of companies that are not relevant for you and find the perfect match for your business priority under one roof.

This is your chance to become part of elite building the partnerships that are shaping the connected ecosystem

Discover the networking opportunities

How can I register?

Your Customer Service Summit Ticket includes:

  • Event Pass:
    • 2-day conference pass with access to all sessions
    • Networking lunch and refreshments on both days
    • Full exhibition access
  • Access to Brella Networking App: Exclusive event matchmaking service for one to one meetings.
  • Invitation to the official networking reception Including free drinks and bar snacks.
  • Access to the post conference portal:
    • Access to Speaker Presentation Slides
    • Access to all Conference Audio Recordings

Good to hear you’ll be joining us at Customer Service Summit! For your convenience, you have several options to purchase your pass:


Pay with credit card

Just go through the registration process by hitting the button. If you own a discount code you’ll be able to use this in the course of the registration process.


Pay via invoice and bank transfer

Just go through the registration process by hitting the button. If you own a discount code you’ll be able to use this in the course of the registration process. Our accounts team will send you your invoice. If you have any queries please email Aaron at aaron@incite-group.com


Group Arrangements

The more the merrier. If you’re considering joining Customer Service Summit with a group of 2 or more or to bring several clients, don’t hesitate to reach out to Aaron aaron@incite-group.com for our attractive group offers.

Pre-order the detailed event brochure

Full speaker list • Full conference agenda • Audience breakdown