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October 23 - 24, 2019|New York, US

350+ Attendees

40+ Expert Speakers

70%+ Brand attendance

100% Customer Service
Driven

$150 Early Bird Discount
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Complete speaker line-up • Program for all tracks & sessions • Audience breakdown

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

Hot Off the Press! Get the brochure here

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

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!

Chester Twigg
Chester Twigg

Johnson & Johnson

Global Chief Customer Officer

Lance Gruner
Lance Gruner

Mastercard

Executive Vice President, Global Customer Care

Maithili Shenoy
Maithili Shenoy

Nike

Vice President of Global Market Place Operations

Linne Fulcher
Linne Fulcher

Walmart

Vice President, Returns

Donald Hicks
Donald Hicks

Twitter

Vice President, Customer Experience

Shiran Cohen Langman
Shiran Cohen Langman

Citi

SVP, Product Management, Bot Container

Brad Maglinger
Brad Maglinger

Marriott International

Vice President

Chris Arnold
Chris Arnold

Cigna

Vice President of Operations and Medical Call Lead

Amine Ayad
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

Hot Off the Press! Get the brochure here

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

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

Hot Off the Press! Get the brochure here

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

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.

}

Hot Off the Press! Get the brochure here

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


The brochure comes with all the information you need about this must-attend event, including:

  • The detailed agenda designed in collaboration with our advisory panel: From customer experience and social customer care to contact center operations to workforce management, we’re bringing the customer service department together for two full days of actionable insights.
  • The world’s biggest brands headlining the event: Check out the full speaker line-up and why they think the meeting is a must-attend, with exec leaders and strategy-makers from Twitter, Neiman Marcus, Nike, WeWork, Johnson & Johnson, Google, Citi, Bed Bath and Beyond, Frontier Airlines and many more.
  • How to maximize this opportunity and join the movement: From planning your pre-event and onsite networking to registering for the new exclusive workshops, assigned on a first-come, first-served basis
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.

Hot Off the Press! Get the brochure here

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

What do Customer Support and Experience Executives Have to Say?

Why is the Customer Service Summit an important event?

What's New in 2019?

Hot Off the Press! Get the brochure here

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

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.

Hot Off the Press! Get the brochure here

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

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...

Hot Off the Press! Get the brochure here

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

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.

Lance Gruner
Executive Vice President, Global Customer Care

Lance Gruner, Mastercard

Michael Lawder
Senior Vice President Customer Care

Michael Lawder, Samsung


Donald Hicks
Vice President, Customer Experience

Donald Hicks, Twitter


Samuel Lee
SVP, Head of Growth

Samuel Lee, WeWork


Jeremy Burek
Customer and Partner Care Operations Director

Jeremy Burek, Starbucks

Aneel Jaeel
Senior Vice President of Customer Success Group

Aneel Jaeel, McAfee



Hot Off the Press! Get the brochure here

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

Your Weekly Customer Service Summit Round Up:

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

  • Hot off the Press: We've just released the event brochure with full speaker line-up, business critical agenda, and networking opportunities. Get the brochure now!
  • Newest Executive Speakers: Joining our stellar speaker line-up are executives from Johnson & Johnson, Twitter, Tarte Cosmetics, Raymour & Flanigan, GE Digital, Citi, Cigna, AARP, Bed Bath and Beyond, Microsoft, Lufthansa, Neiman Marcus, and more… Check out who they are!
  • 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!

Hot Off the Press! Get the brochure here

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

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.

SENIORITY GRAPH
BRANDS GRAPH

Hot Off the Press! Get the brochure here

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

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

Hot Off the Press! Get the brochure here

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

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

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

Hot Off the Press! Get the brochure here

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