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350+ Attendees

40+ Expert Speakers

70%+ Brand attendance

100% Customer Service
Driven

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Experience is the Future: Customer Success Must be an Organization-Wide Strategy

The customer service department is too often referred to as “just a cost center”. And perhaps in the past we have been more reactive than proactive – but not anymore.

As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. Our responsibilities and internal footprint are changing and, simultaneously with customer expectations, we must evolve.

The challenges are twofold;
1

Internal Customer-Centric Team Strategy: How can we evolve internal structures, optimize our workforce, and close the feedback loop to meet new customer demands?

2

External Customer Facing Strategy: How can we thrive in the age of exceptional experiences and develop an innovative 2020 strategy to surpass our competition?

At the 9th Annual Customer Service Summit, our mission is to equip support leaders with the tools and strategies they need to overcome these challenges and deliver the ultimate customer experience. That’s why we’ve gathered together those leading customer support, experience and contact center operations from the world’s most influential brands to set the bar for omnichannel support and ensure we are meeting the needs of customers of the future.

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

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Limited passes are available. Don't miss out on this recognized strategy meeting.

40+ Customer Service and Experience Leaders Take the Stage

The 9th Annual Customer Service Summit brings together the leading minds on the cutting edge of customer support and experience strategy and innovation, with a speaker line-up of customer-centric leaders from the biggest global brands dedicated to delivering the ultimate customer experience. This is Incite’s most impressive speaker line-up to date!

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

Nicholas Zeisler
Nicholas Zeisler

Zeisler Consulting

Principal

Dr Amine Ayad
Dr Amine Ayad

Bed, Bath and Beyond

Head of Workforce Optimization

David Kocher
David Kocher

GE Digital

Vice President of Customer Success

Michelle Huenink
Michelle Huenink

Microsoft

Director, Customer Service and Support

Chester Twigg
Chester Twigg

Former Global Chief Customer Officer

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Limited passes are available. Don't miss out on this recognized strategy meeting.

Your Weekly Customer Service Summit Round Up:

Highlighting the latest news and announcements on top strategy meeting for customer service execs and innovators!

  • Launch Passes SOLD OUT: Our launch passes have completely sold out and other pass types are not far behind. Register today or risk missing out!
  • New Sponsor: Zendesk, one of the world’s most well-respected Helpdesk software, will be sharing their newest updates on stage. Interested in sponsoring? Join Zendesk and more here.
  • Only 2 VIP Table Remaining: At 25% off normal prices, our VIP tables have disappeared before our eyes. Do you have a group of 8? Email Jas before they sell out.
  • Know More About the Speakers: Our executive speakers have taken time out of their busy schedule to tell you their thoughts on customer service today, tomorrow and in the future. Check out the Speaker Q&As.

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Limited passes are available. Don't miss out on this recognized strategy meeting.

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

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Limited passes are available. Don't miss out on this recognized strategy meeting.

Mission Statement:

{

In 2019, we are bringing customer service to the center of the business as the face of, and driver for, organization-wide strategy. Gaining invaluable customer insights and collaborating internally to close the feedback loop, support teams are integral to driving the business forward. It’s time to reinvent customer support to match everchanging customer expectations and we want you to be a part of this movement to inspire support leaders globally.


Join the movement to exceed customer expectations and inspire 350+ leaders of those imperative teams.

}

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Limited passes are available. Don't miss out on this recognized strategy meeting.

Where CS/CX Execs Come to Map the Future of Support

Meet the Industry Key Decision Makers

Simply the most senior and influential gathering in the US.

This is your opportunity to meet with 350+ 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 the Elite of CS/CX

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

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.

ALMOST SOLD OUT - REGISTER TODAY!

Limited passes are available. Don't miss out on this recognized strategy meeting.

What do Customer Support and Experience Executives Have to Say?

Why is the Customer Service Summit an important event?

What You’ll Get at #INCITECS

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Personalize your Learning Experience with Three Key Themes

In our mission to bring customer service to the center of the business and deliver the ultimate customer experience, we've focused this year’s agenda on the critical issues you'll face in 2019 and beyond. Dedicated to giving you the tools and strategies to overcome your unique challenges, we’re splitting the summit into three key themes, so that you only get the insights most valuable to you.

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Limited passes are available. Don't miss out on this recognized strategy meeting.

350+ Customer Support & Experience Leaders Under One Roof!

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
Logo of: united_health_group
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...

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Limited passes are available. Don't miss out on this recognized strategy meeting.

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 exclusively covering cutting-edge strategies and solutions 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.

Michael Lawder
Senior Vice President Customer Care

Michael Lawder, Samsung

Jeremy Burek
Customer and Partner Care Operations Director

Jeremy Burek, Starbucks


Aneel Jaeel
Senior Vice President of Customer Success Group

Aneel Jaeel, McAfee


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

With 70% brand attendance from the companies focused on delivering the ultimate experience, the 9th Annual Customer Service Summit 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.

GRAPH--senior-leaders-in-attendance.png
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Limited passes are available. Don't miss out on this recognized strategy meeting.

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

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Limited passes are available. Don't miss out on this recognized strategy meeting.

5 Reasons You Have to Attend The Customer Service Summit 2019

1

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

2

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

3

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

4

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

5

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

How can I register?

Your Customer Service Summit ticket includes:

  1. Access to 40+ exhibiting companies, live demos and tech showcases
  2. Be part of the social wave; Twitter, LinkedIn, press and live discussion
  3. Exclusive networking drinks following Day 1
  4. Access to all conference keynotes and immersive sessions on both days
  5. Excellent breakfast, lunch, refreshments and drinks
  6. 60+ practical case studies and talks delivered by decision makers and thought leaders
  7. Interactive panel discussions, seminars and social meets
  8. Login to the Brella event networking app, to schedule 1:1 meetings and more
  9. Access to the speaker presentations and recordings of each session following the event

Upgrading to VIP gets you all of the above, plus:

  1. VIP registration – beat the queues, get to the coffee machines & networking area first
  2. VIP seating – opportunity to get the best seats in the house, specially reserved for VIPs
  3. Post-Conference Package – Including post-conference e-Book and full State of Customer Service 2020 Report

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 Accounts Receivable at AR@fc-bi.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 Jasmine jasmine@incite-group.com for our attractive group offers.

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

Email: jasmine@incite-group.com

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Limited passes are available. Don't miss out on this recognized strategy meeting.

Check out photos from the Customer Service Summit West!

ALMOST SOLD OUT - REGISTER TODAY!

Limited passes are available. Don't miss out on this recognized strategy meeting.