Your web browser is out of date! We recommend you update your browser to receive the best possible browsing experience.
Download your Brochure
Reserve your place

October 4 - 5, 2018|New York, US

An Early Look At The 2018 Agenda

The below represents the key topics and themes we are looking to cover at the Customer Service Summit 2018 (October 4-5th). This is not a comprehensive agenda and we will be augmenting with in-depth case studies on specific areas/ technologies and interesting brand stories.

If you would like to propose a speaker for the event, please email aaron@incite-group.com.


Reimagine Customer Service
08:30 - 09:00
How Much Is Good Support Really Worth? - The Business Case for Customer Service

You know excellent customer service is crucial to your business. However, to truly understand how valuable your support function is, you need to combine hard data with a holistic understanding of how service impacts both the customer and the wider business.

  • There is data to support investing in customer service —lots of it! Find metrics that link delighted customers to your company’s financial goals.
  • Decide what role customer service should play in achieving wider business goals and adjust your benchmarks to match.
  • In an industry driven by efficiency, it is vital that you know where to invest. Discover your biggest game changers and opportunities.
08:30 - 09:00
Customer Service and Marketing - A Symbiotic Relationship?

You know the importance and potential benefits of a cross-departmental customer success strategy, but how does it work in practice and what’s in it for you?

  • Align your goals so they work for all parties and put the customer first.
  • Determine clear swim lanes and responsibilities for each department.
  • Understand areas for collaboration: unified messaging, cultivating brand loyalty, content creation, storytelling, and sales.
08:30 - 09:00
Moving from Seamless to Personalized Omnichannel Care

Your customers not only expect great support on their preferred channel, they expect a personalized experience across multiple channels.

  • Evolve your CRM to empower your agents with a more actionable understanding of your customers.
  • Deliver a one to one experience that both satisfies your customer, reduces resolution time and creates opportunities for retention and upselling.
Digital Customer Care and Social Media Support
As new channels begin to mature, now is the time to operationalize your social and digital provision for efficiency as well as scale.
08:30 - 09:00
Supercharged Social Media Support 1: Efficiency at Scale

With social media support teams having scaled at unprecedented rates, it is now vital you operationalize for efficiency.

  • New strategies for reducing the cost of resolution over social media.
  • Redefine responsibilities, expectations and workflows for maximum efficiency.
  • Fully embed social media into your contact center.
  • Embrace the latest routing technology, automation and AI.
09:00 - 09:30
Supercharged Social Media Support 2: The Fast and the Meaningful

It’s no secret that timing is important to customers and expected response times continue to fall. To keep customers both engaged and satisfied it is vital that companies bridge this expectation gap, whilst still providing meaningful interaction and resolving customer issues in channel.

  • Real-world best practice to decrease your response times.
  • Ensure every response is meaningful. Speed of response is pointless if the content doesn’t help resolve the issue in an efficient way.
09:00 - 09:30
The New Normal: Embracing Messaging Apps

The number of active users on messaging apps is greater than that of social networks. Combine this with the fact that live chat agents can handle up to three times more cases than call-based support and its clear you need to be embracing messaging apps with open arms.

  • Facebook Messenger, Twitter Direct Message, WeChat, WhatsApp and Snap - Keep ahead of changing customer demands, by understanding the different limitations and exploitable nuances of each channel.
  • Learn what can be resolved in messenger and how to effectively redirect what can’t.
  • Training and development strategies for messaging agents and teams.
09:00 - 09:30
Chat Bots: The good the bad and the ugly?

Although a once unthinkable prospect the huge opportunity presented by chatbots to deliver a fast-reliable service to an always on the go consumer, has led to mass appeal and implementation. However, done in the wrong way, they can deliver a frustrating and jarring experience.

  • Implementation pitfalls, frustrating designs and horror stories, learn what to avoid.
  • What are the limitations of chatbots and when should an agent step in?
  • ROI? What results can you expect from chatbot and what are you saving?
Best in Class Care Agents
Create super human support agents empowered by the correct training and latest technology.
08:30 - 09:00
Recruit, Train and Motivate Model Agents for each channel/role

Support agents are your most important resource. For the best results it is vital your internal structures, recruitment and training strategies are tailored for each channel and role.

  • Understand the required attributes and skillsets for an agent to develop into specialist on a specific channel or role.
  • Create a definitive training program that not only develops agents for specific roles but keeps them refreshed with the latest product information.
  • New channels require new team structures. Have you considered splitting cases based on public or private channels? How about partnering service agents with technical support agents? What about each product or service having its own team of multi-channel agents? What structure works best for your team?
09:00 - 09:30
Empowering Agents with AI and Automation

We entrust agents with two of our most precious assets every day – our customers and our brand – yet we don’t always equip them with the insights and tools to serve our customers in the best way possible.

  • Supercharge your workforce with the perfect blend of AI, Machine Learning, and automation.
  • Arm your agents not only with detailed customer insights, but an automated guide to the perfect customer interaction.
  • Leverage the combined expertise of all your agents to make each support experience memorable.
Effortless Resolution
Your Customer’s favourite approach to service.
08:30 - 09:00
Self-service & Transactional Automation

The truth is today’s consumer is short on time and wants to avoid contacting customer support if at all possible. Customer self-service has become a cornerstone of great customer support. Reduce your incoming volume and increase satisfaction, by empowering your customer to resolve their own issues and automate where possible.

  • Automate the little things and you’ll empower you customer to do the transactional essentials, saving your agents for more complicated matters.
  • Utilize the latest technologies and formats to ensure your self-service options are easy to find navigate.
  • Troubleshooting guides are useless unless they provide comprehensive yet easy to follow solutions. Learn how to optimize yours.
09:00 - 09:30
Engage Your Community with Proactive and Peer to Peer Customer Support

Learn how to engage your customers before their issues become complaints. Bolster your reach with strategies for and encouraging your audience to help each other.

  • How to monitor for engagement opportunities and know when it’s appropriate to act – and when it’s just creepy!
  • Creating an engaged community of service advocates and safeguard against bad actors.
  • Engage in positive experiences to help promote the brand and drive loyalty.
Meetup Groups
Make invaluable connections and learn from the best.
08:30 - 09:00
Small and Mighty

Sometimes less is more. Meet other customer service leaders working with small teams or business. Discuss how you can apply best practices of larger brands, whilst remaining agile.

08:30 - 09:00
Business to Business Customer Service

Discuss how to satisfy your key accounts, and network with other business to business leaders. Drive forward your strategy by converting the best B2C advancements to B2B.

08:30 - 09:00
Customer Service Anonymous – You are not alone!

We all experience customer service crisis and we all make mistakes. Find solutions to the issues that keep you up at night, or just share your horror stories. This meetup is strictly off the record.

08:30 - 09:00
Social Media for Customer Service

The social media landscape is forever changing and so are your boss’s expectations. This is your chance to set the record straight, share your achievements and benchmark against one another. It’s no secret that the friendliest people work in customer service and the most fun people work in social media. Combining the two can only be a recipe for great conversation and learning.

Reimagine Customer Service
08:30 - 09:00
How Much Is Good Support Really Worth? - The Business Case for Customer Service

You know excellent customer service is crucial to your business. However, to truly understand how valuable your support function is, you need to combine hard data with a holistic understanding of how service impacts both the customer and the wider business.

  • There is data to support investing in customer service —lots of it! Find metrics that link delighted customers to your company’s financial goals.
  • Decide what role customer service should play in achieving wider business goals and adjust your benchmarks to match.
  • In an industry driven by efficiency, it is vital that you know where to invest. Discover your biggest game changers and opportunities.
08:30 - 09:00
Customer Service and Marketing - A Symbiotic Relationship?

You know the importance and potential benefits of a cross-departmental customer success strategy, but how does it work in practice and what’s in it for you?

  • Align your goals so they work for all parties and put the customer first.
  • Determine clear swim lanes and responsibilities for each department.
  • Understand areas for collaboration: unified messaging, cultivating brand loyalty, content creation, storytelling, and sales.
08:30 - 09:00
Moving from Seamless to Personalized Omnichannel Care

Your customers not only expect great support on their preferred channel, they expect a personalized experience across multiple channels.

  • Evolve your CRM to empower your agents with a more actionable understanding of your customers.
  • Deliver a one to one experience that both satisfies your customer, reduces resolution time and creates opportunities for retention and upselling.
Digital Customer Care and Social Media Support
As new channels begin to mature, now is the time to operationalize your social and digital provision for efficiency as well as scale.
08:30 - 09:00
Supercharged Social Media Support 1: Efficiency at Scale

With social media support teams having scaled at unprecedented rates, it is now vital you operationalize for efficiency.

  • New strategies for reducing the cost of resolution over social media.
  • Redefine responsibilities, expectations and workflows for maximum efficiency.
  • Fully embed social media into your contact center.
  • Embrace the latest routing technology, automation and AI.
09:00 - 09:30
Supercharged Social Media Support 2: The Fast and the Meaningful

It’s no secret that timing is important to customers and expected response times continue to fall. To keep customers both engaged and satisfied it is vital that companies bridge this expectation gap, whilst still providing meaningful interaction and resolving customer issues in channel.

  • Real-world best practice to decrease your response times.
  • Ensure every response is meaningful. Speed of response is pointless if the content doesn’t help resolve the issue in an efficient way.
09:00 - 09:30
The New Normal: Embracing Messaging Apps

The number of active users on messaging apps is greater than that of social networks. Combine this with the fact that live chat agents can handle up to three times more cases than call-based support and its clear you need to be embracing messaging apps with open arms.

  • Facebook Messenger, Twitter Direct Message, WeChat, WhatsApp and Snap - Keep ahead of changing customer demands, by understanding the different limitations and exploitable nuances of each channel.
  • Learn what can be resolved in messenger and how to effectively redirect what can’t.
  • Training and development strategies for messaging agents and teams.
09:00 - 09:30
Chat Bots: The good the bad and the ugly?

Although a once unthinkable prospect the huge opportunity presented by chatbots to deliver a fast-reliable service to an always on the go consumer, has led to mass appeal and implementation. However, done in the wrong way, they can deliver a frustrating and jarring experience.

  • Implementation pitfalls, frustrating designs and horror stories, learn what to avoid.
  • What are the limitations of chatbots and when should an agent step in?
  • ROI? What results can you expect from chatbot and what are you saving?
Best in Class Care Agents
Create super human support agents empowered by the correct training and latest technology.
08:30 - 09:00
Recruit, Train and Motivate Model Agents for each channel/role

Support agents are your most important resource. For the best results it is vital your internal structures, recruitment and training strategies are tailored for each channel and role.

  • Understand the required attributes and skillsets for an agent to develop into specialist on a specific channel or role.
  • Create a definitive training program that not only develops agents for specific roles but keeps them refreshed with the latest product information.
  • New channels require new team structures. Have you considered splitting cases based on public or private channels? How about partnering service agents with technical support agents? What about each product or service having its own team of multi-channel agents? What structure works best for your team?
09:00 - 09:30
Empowering Agents with AI and Automation

We entrust agents with two of our most precious assets every day – our customers and our brand – yet we don’t always equip them with the insights and tools to serve our customers in the best way possible.

  • Supercharge your workforce with the perfect blend of AI, Machine Learning, and automation.
  • Arm your agents not only with detailed customer insights, but an automated guide to the perfect customer interaction.
  • Leverage the combined expertise of all your agents to make each support experience memorable.
Effortless Resolution
Your Customer’s favourite approach to service.
08:30 - 09:00
Self-service & Transactional Automation

The truth is today’s consumer is short on time and wants to avoid contacting customer support if at all possible. Customer self-service has become a cornerstone of great customer support. Reduce your incoming volume and increase satisfaction, by empowering your customer to resolve their own issues and automate where possible.

  • Automate the little things and you’ll empower you customer to do the transactional essentials, saving your agents for more complicated matters.
  • Utilize the latest technologies and formats to ensure your self-service options are easy to find navigate.
  • Troubleshooting guides are useless unless they provide comprehensive yet easy to follow solutions. Learn how to optimize yours.
09:00 - 09:30
Engage Your Community with Proactive and Peer to Peer Customer Support

Learn how to engage your customers before their issues become complaints. Bolster your reach with strategies for and encouraging your audience to help each other.

  • How to monitor for engagement opportunities and know when it’s appropriate to act – and when it’s just creepy!
  • Creating an engaged community of service advocates and safeguard against bad actors.
  • Engage in positive experiences to help promote the brand and drive loyalty.
Meetup Groups
Make invaluable connections and learn from the best.
08:30 - 09:00
Small and Mighty

Sometimes less is more. Meet other customer service leaders working with small teams or business. Discuss how you can apply best practices of larger brands, whilst remaining agile.

08:30 - 09:00
Business to Business Customer Service

Discuss how to satisfy your key accounts, and network with other business to business leaders. Drive forward your strategy by converting the best B2C advancements to B2B.

08:30 - 09:00
Customer Service Anonymous – You are not alone!

We all experience customer service crisis and we all make mistakes. Find solutions to the issues that keep you up at night, or just share your horror stories. This meetup is strictly off the record.

08:30 - 09:00
Social Media for Customer Service

The social media landscape is forever changing and so are your boss’s expectations. This is your chance to set the record straight, share your achievements and benchmark against one another. It’s no secret that the friendliest people work in customer service and the most fun people work in social media. Combining the two can only be a recipe for great conversation and learning.

Aaron Jackson

Aaron Jackson

Project Director
Incite Group

UK: +44 (0) 207 375 7244

Email: aaron@incite-group.com

Don't miss out - register now

Discount ends THIS FRIDAY! Save $200 with our Early-Bird discount. Don't miss out!