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Pre-order your Brochure
Reserve your place

October 23 - 24, 2019|New York, US

350+ Attendees

40+ Expert Speakers

70+ Brand attendance

100% Customer Service

$300 Early Bird Discount
Register Now

Latest Event Updates

  • Pre-Order the Brochure: We'll be releasing the event brochure with full speaker line-up, business critical agenda, and networking opportunities. Be the first to get the brochure!
  • Apply for the Incite Customer Service Awards: To recognize innovation, exemplary performance, and leadership in the customer service space, the Incite Group are hosting the Customer Service Awards 2019. Apply or nominate here!
  • Latest Sponsors: We’re excited to announce some exciting new event sponsors, including: Smooch, Spark Central, Interactions, First Orion, Unbabel, Conversocial and more… Join as a sponsor here!
  • Agent Empowerment Webinar Recordings: Join Mai Le, Director, Customer Obsession, Uber, Stan Friedlander, Former Director, Amazon, and Jim Reynolds, VP, Customer Experience, U.S. Bank, on how they are putting their agents first and creating a foundation for customer success. Access the recordings here!

Pre-order the detailed event brochure

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

Experience is the Future: Is your support team delivering the ultimate customer experience?

Customers are tired of outdated traditional customer service. As trailblazers deliver advanced support across multiple channels, you must deliver best in class service to meet increasing customer expectations.

The 8th Annual Customer Service Summit NYC unites pioneering brands to set the bar for your support strategy going forward. Be part of a community of 300+ service leaders exploring the cutting-edge of what’s possible to fulfill customer expectations.

Join this movement to reimagine the role of customer service and take your place centre stage as the face of, and driver for, the entire business.

Track diagram: {Landline phone icon} Contact Center & Traditional Service {arrow poiting to} Omnichannel Support {arrow pointing to} Customer Success & Loyalty; {Cellphone icon} Social Customer Care & New Channels {arrow poiting to} Omnichannel Support {arrow pointing to} Customer Success & Loyalty; {Bar chart icon} Customer Experience & Analytics {arrow poiting to} Omnichannel Support {arrow pointing to} Customer Success & Loyalty

Incite Customer Service Advisory Board

This inaugural board was developed in 2018 as a way to ensure Incite Group continue to bring you the most valuable, relevant insight through our events and content. The advisory board have made a commitment to review the agenda structure and topics to ensure it is covering the most cutting edge topics in the most informative and impact driven way. These leaders are passionate about our mission for the event and are helping me to drive our vision forward.

Lance Gruner
Executive Vice President, Global Customer Care

Lance Gruner, Mastercard

Michael Lawder
Senior Vice President Customer Care

Michael Lawder, Samsung

Stan Friedlander
Former Director/GM

Stan Friedlander, Amazon

Kriti Kapoor
Worldwide Social Customer Care Leader

Kriti Kapoor, Microsoft

Samuel Lee
SVP, Head of Growth

Samuel Lee, WeWork

Jeremy Burek
Customer and Partner Care Operations Director

Jeremy Burek, Starbucks

Pre-order the detailed event brochure

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

Mission Statement:


In 2019, we’re bringing customer service to the center of the business as the face of, and driver for, organisation-wide strategy. With rapidly changing customer expectations, support teams are integral to driving the business forward and we want you to be a part of this movement to inspire support leaders globally. Join us as we build a case for customer service at the executive table and exceed customer expectations.


2018's Line-Up of Visionaries and Senior Leaders, Including:

Scott Chilson
Scott Chilson

Johnson & Johnson

Vice President, Customer Connectivity

Sarah Brownback Wortman
Sarah Brownback Wortman


Senior Vice President, Global Social Listening and Customer Engagement

Pete Poul-Graf
Pete Poul-Graf


CIO, VP IT & Customer Care Executive

Rebecca Josephson
Rebecca Josephson


VP of Digital Products Operations

Douglas Kramon
Douglas Kramon


Senior Director, Fan Support

Bruce Nelson
Bruce Nelson


Director of Customer Support Services

Chris Cocca
Chris Cocca

Four Seasons Hotels and Resorts

Global Senior Director, Digital

Frankie Saucier
Frankie Saucier

Home Depot

Social Customer Care Leader

Mai Le
Mai Le


Engineering Director Customer Obsession

Patti Bayross
Patti Bayross


Chief Customer Officer

Natalie Dowle
Natalie Dowle

Financial Times

Head of Americas, Customer Service

Tammy Twedt
Tammy Twedt

Wells Fargo Home Mortgage

Assistant Vice President - Social Media

2018 Attendees:

Customer Service, Experience & Social Customer Care Executives For Unparalleled Networking

With 70% brand attendance from the companies focused on delivering an unforgettable experience, the Customer Service Summit West is the premier opportunity to meet with those changing the way we deliver support. Audience participation is encouraged and interactive sessions will give unparalleled networking opportunities to anyone looking to make connections and share insight.


Pre-order the detailed event brochure

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

The Industry's Chosen Themes:

Pre-order the detailed event brochure

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

5 Reasons You Have to Attend The Customer Service Summit 2019


GROW YOUR NETWORK with 350+ peers across the customer journey Benchmark, debate and learn with those influencing the direction of the customer service space


LEARN YOUR WAY with four key discussions Don’t get stuck in a stuck in a session that isn’t relevant to you, tailor your journey with our multi-track system and ensure you leave with answers


STRATEGIZE AND PLAN with 40+ brand speakers: No more blue-sky discussion. Leave with the tools and strategies to enact impact-driven change in 2019 with our strategy-focused agenda


DEEP DIVE WORKSHOPS and interactive learning: Attend one of five classroom workshops to brainstorm with like-minded peers and set a strategy to implement learnings on your return to the office


SAVE WEEKS OF WORK with a cocktail of insight: Leave with more understanding of the current trends and challenges than weeks of market research and competitive analysis

This will be the most beneficial two days out of the office all year... reserve your place now before it’s too late!

Jasmine Kees

Jasmine Kees

Global Project Director
Incite Group

UK: 44 (0) 207 375 7532


Pre-order the detailed event brochure

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