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DAY 1: October 23rd, 2019

07:30
AM
Registration Opens
08:20
AM
Welcome and Introductory Remarks

Incite Group Jasmine Kees Global Project Director Incite Group

Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

Call Center Coach Jim Rembach President Call Center Coach

Keynotes: Holistic Strategy & Trends
Customer Service in the Experience Economy
08:30
AM
Live Polling with Slido App

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

  1. Word Cloud: What are you looking to take away from the Customer Service Summit?
  2. Poll: Where is your focus?
  3. Poll: What kind of organization do you work for?
08:40
AM
Experience as a Key Brand Differentiator: What Role Does Customer Service Play?
  • A view of customer experience across industry (customers will compare you to their best experience, not just experiences with your direct competitors)
  • Build a business case for customer service as a proactive driver for customer retention with VOC
  • Partner with other business leaders, share customer data, gain senior management buy-in, and scale service
  • Rebuild the value customer service can offer and educate around the part it plays in customer experience

Mastercard Margaret Shine SVP, Customer Experience Mastercard

09:00
AM
The Future of Customer Experience is Conversational
  • Seamlessly blend humans and automation to scale your customer experience operation
  • Harness the power of bots & AI without impacting customer care
  • Deliver commerce through care with unique data-driven intelligent messaging

Conversocial Ido Bornstein-HaCohen Chief Executive Officer Conversocial

09:20
AM
Interactive Panel Discussion

The AI Takeover: How Artificial Intelligence and Machine Learning Are Revolutionizing Support
  • Scale service, minimize costs and decrease resolution time with AI and bots
  • Prepare your organization, team and management for new tech (don’t just implement it for the sake of it)
  • Utilize machine learning to minimize friction points and ensure you deliver personalized experiences with the human touch
  • How B2B and B2C can take advantage of the nuances of chatbots

Uber Chintan Shah Director, Customer Obsession Uber

Mastercard Margaret Shine SVP, Customer Experience Mastercard

Microsoft Melinda Ritchie AI Program Manager Microsoft

Moderator: Zendesk Jason Maynard GM of Zendesk Guide/Answer Bot Zendesk

10:00
AM
Fireside Chat

Getting Customers to Answer Their Phones Again: A Thing of the Future, Not of the Past
  • Help your customers know & trust that it’s your company calling (versus a scammer)
  • Foster important, timely conversations with your customers using branded, personalized or customized calling displays
  • Enhance the customer experience, improve efficiency, reduce costs of customer service and contact efforts

First Orion Gavin Macomber Senior Vice President, Marketing First Orion

Moderator: Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

10:20
AM
Moving Away from Reactive: The Adoption of Proactive and Predictive Customer Support
  • Build voice of customer analytics into your proactive support strategy and create a closed feedback loop
  • Define the ROI of listening to customer feedback, and explore strategies to capture the voice of the customer effectively
  • Entice customer loyalty with personalized experiences across the entire customer journey

GE Digital David Kocher Vice President of Customer Success GE Digital

10:20
AM
Networking Coffee Break
5:20
PM
Networking Reception
6:30
PM
Official VIP Networking Dinner at the The Wythe Hotel
By Invitation Only: Hosted by Conversocial

ALMOST SOLD OUT - REGISTER TODAY!

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




DAY 2: October 24th, 2019

08:00
AM
Registration Opens
08:40
AM
Yesterday’s Recap and Introductory Remarks

Incite Group Jasmine Kees Global Project Director Incite Group

Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

Call Center Coach Jim Rembach President Call Center Coach


-
Holistic Strategy & Trends
Reimagine Valuable Customer Service & Gain Internal Buy-In
08:50
AM
Live Polling with Slido App

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

  1. Word Cloud: What were the most prominent themes of yesterday?
  2. Poll: Which team are you collaborating with most effectively?
  3. Poll: How would you describe your leadership team?
  4. Question: What could your leadership team do to be more effective?
09:00
AM
Becoming a Mindful Manager: Guiding Your Team to Deliver the Ultimate Customer Experience
  • Reimagine the value of customer service by building a strong team of managers
  • Build-up your high achieving leaders, so they can guide their team more successfully
  • Encouraging customer-centricity from the top-down

Hilton Josh Ramsey Senior Director, Customer Care Hilton

09:20
AM
Improve Customer Satisfaction by Improving Employee Retention
  • Explore best practice methods for retaining employees and improving employee satisfaction
  • Setting and perpetuating a company culture that drives employee satisfaction
  • Translating employee satisfaction into wins for your customers

DATAMARK Mark Pryor Business Development Manager DATAMARK

09:40
AM
Resolving Organizational & Systems Conflicts to Enable Customer Service
  • Identify and streamline organizational dimensions that enable Customer Service
  • Identify and streamline organizational systems that enable Workforce Optimization
  • Design a roadmap to resolving organizational and systems conflicts to enable customer service

Bed, Bath and Beyond Amine Ayad Head of Workforce Optimization Bed, Bath and Beyond

10:00
AM
How 1-800-Flowers uses Conversational AI to drive CX
  • Discover how leading enterprises have accelerated their transition from today's frustrating and uninspired customer service transactions to productive, conversational experiences
  • Discuss several real use cases and hear first hand how Interactions' Intelligent Virtual Assistant has helped 1-800-Flowers

Interactions John Pisarek Director of Retail Interactions

1-800-Flowers Amit Shah CMO 1-800-Flowers

10:20
AM
Interactive Panel Discussion

Digital Transformation & Tech Implementation: Redesigning your Company for the New Face of Customer Service
  • Attain alignment, focus, and excellence across transformation projects with Objectives and Key Results (OKRs)
  • Achieve true customer-centricity: In-source and elevate inclusive design practices
  • Satisfy customers and stakeholders alike with findings, results, and a new kind of roadmap

BestEgg Jason Swift COO BestEgg

Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

Southwest Airlines John Young Social Business Leader Southwest Airlines

(Moderator) Call Center Coach Jim Rembach President Call Center Coach

11:00
AM
Start-Up Shark Tank

Get to Grips with New Tech Opportunities: Rapid Fire Tech Spotlights

In this session, three innovative start-ups will have the opportunity to share their solution with the audience of 350+ customer service, support and experience leaders.

Nexmo, a Vonage Company David Lallemand Senior Strategic Sales Director Nexmo, a Vonage Company

Stitchview Ryan Erickson Business Development Manager Stitchview

BlueLeap Eric Burgess CEO BlueLeap

Haptik Timothy Carey General Manager, The Americas Haptik

Moderator Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

11:25
AM
Networking Coffee Break
04:15
PM
Why Messaging is the Future of Customer Service
  • Though as consumers, we have switched most of our conversations from phone calls to messaging, when we want to contact a business, we’re often required to block 20 minutes of our busy, over-scheduled, day and make a call.
  • Many of these user journeys start with Google, who is now helping brands and consumers move these interactions to asynchronous messaging.
  • Hear from Google about how pioneering businesses have recognized messaging as the future of excellent customer experience and are enabling consumers to message directly from search results.

Google Rob Lawson Customer Experience Partnerships Google

04:35
PM
Closing Remarks from The Incite Group

DAY 1: October 23rd, 2019

Internal Customer Centric Team Strategy:
The New & Improved Face of Customer Service: Delivering Exceptional Experiences from the Inside Out
11:25
AM
Live Polling with Slido App
  1. Poll: Where does your customer service team fit into the organization?
  2. Poll: Which aspect of internal customer-centric team strategy is your biggest challenge?
11:35
AM
Interactive Panel discussion

The Power of Real-Time AI and It's Positive Impact on Customer Experience
  • Understand the value that real-time recommendations provide to digital agents
  • Understand the value that real-time monitoring of digital transactions provides to management in improving CX outcomes
  • Prepare your agents for the introduction of AI technologies into their daily routines

Knoah Solutions Ralph Barletta EVP & Co-Founder Knoah Solutions

Samsung Electronics of America Young Noble Director, Customer Experience and Innovation Samsung Electronics of America

Dyson Jamie Young VP, Owner Experience Dyson

Moderator: AugmentCXM Matt Swanson CEO AugmentCXM

12:15
PM
Measuring Efficiency and Utilization in Asynchronous Messaging
  • Learn how enterprise customers can optimize care team performance through asynchronous social and messaging channels.
  • Best-practices for effective workforce planning — comparing traditional metrics, and team performance to an asynchronous context.

Khoros Dave Evans VP Social Strategy Khoros

12:35
PM
The Best of Customer Care
  • Empower employees to create memorable moments for Customers
  • Deliver personal experiences to build brand loyalty
  • Embed Social Care into your operation to gain Customer Insights

Southwest Airlines John Young Social Business Leader Southwest Airlines

12:55
PM
Modern Data & Analytics for the Modern Airport
  • Data democratization - pros, cons and how it works
  • How Frontier are using data to empower airport managers
  • Personalizing passenger experiences by sharing data internally

Frontier Airlines Trista Miller Director Customer Care Frontier Airlines

04:00
PM
Make Customers Look and Feel Like A Million Bucks
  • Empowering global teams to delight customers consistently with omnichannel service
  • Build relationships and program structure across siloed functions to drive operational readiness
  • Listen to the voice of the customer across social care platforms and proactively share to drive excellence

Zenni Optical Jeff Huang Director, Global Customer Success Operations Zenni Optical

04:20
PM
Interactive Panel Discussion

Merging Man and Machine: New Tech and AI Redefining Support Agent Potential
  • Supercharge your workforce with the perfect blend of AI, machine learning, and automation
  • Update your contact center ability with natural language processing, speech analytics, sentiment analysis and more
  • Arm your agents not only with detailed customer insights, but an automated guide to the perfect customer interaction

Microsoft Michelle Huenink Director, Customer Service and Support Microsoft

Raymour & Flanigan Inc. Brian Schwarz Senior Vice President of Operations & Customer Care Raymour & Flanigan Inc.

Mastercard Margaret Shine SVP, Customer Experience Mastercard

Moderator: Call Center Coach Jim Rembach President Call Center Coach

05:00
PM
Customer Care is Turning an Ordinary Interaction into an Extraordinary Experience
  • Empower all agents to feel they have the authority to make a decision
  • Improve company culture and watch it enhance the customer experience
  • Understand your competition as you will be judged on the experience of any company not just your industry

Raymour & Flanigan Inc. Brian Schwarz Senior Vice President of Operations & Customer Care Raymour & Flanigan Inc.

ALMOST SOLD OUT - REGISTER TODAY!

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




DAY 2: October 24th, 2019

Internal Customer Service Team Strategy:
Workforce Planning and Optimization: Agents as Our Most Valuable Resource
12:05
PM
Live Polling with Slido App
  1. Poll: What is the most challenging aspect of building your 2020 workforce?
  2. Word cloud: What tools and strategies are you using to empower your agents?
12:10
PM
Interactive Roundtable

Home Is Where the Heart Is: Where does customer service sit within the organization?

Let’s dive into your unique challenges with like-minded peers by joining the group that your team sits within:

  1. Sales: Our team sits within sales
  2. Operations: Our team sits within operations (Beth)
  3. Marketing: Our team sits within marketing (Z)
  4. Services: Our team sits within services (David & Margaret)
  5. Tech/product: Our team sits within tech/product (Josh)

Gartner Beth Coppinger Supply Chain Research Director Gartner

Mastercard Margaret Shine SVP, Customer Experience Mastercard

GE Digital David Kocher Vice President of Customer Success GE Digital

Hilton Josh Ramsey Senior Director, Customer Care Hilton

Moderator: Call Center Coach Jim Rembach President Call Center Coach

12:50
PM
AI for Customer Service: The Quick-Win Strategy
  • Learn the customer-oriented strategy to bring AI into your customer support workforce
  • Understand how to enable AI and humans to work together; improving agent performance not taking away jobs
  • Ensure you're measuring AI customer service correctly

Netomi Puneet Mehta Founder / CEO Netomi

1:10
PM
Transforming the Consumer Experience in a Rapidly Evolving Global Tech Giant
  • Tackle the change management piece and reimagine the customer service department
  • Collaborate with engineering, product and creative teams to achieve that “wow” factor
  • Grow a culture of change and start sharing the new face of user support internally

Twitter Drake Toney Global Service Strategy & Innovation Twitter

2:55
PM

Interested in speaking on this panel?

Click here to contact Josh Gordon and get on the stage with these leaders!

Interactive Panel Discussion

Key Metrics and Quality Assurance in Customer Support: Are Your Agents Providing the Best Support?
  • NPS, CSAT, OSAT: What metrics are delivering the truest results?
  • Pick indicators which are relevant to your activity and will interact with one another to create a coherent picture
  • Monitor across several channels and ensure a consistently effective support strategy

Boxed Weslee Berke Vice President, Customer Service Boxed

thredUP Emily Marcogliese Head Of Customer Service thredUP

(Moderator) Call Center Coach Jim Rembach President Call Center Coach

03:35
PM
Interactive Panel

Build the Ultimate 2020 Workforce: Hiring, Onboarding & Training
  • Develop an exceptional solution-driven onboarding and induction plan
  • Accelerate new starter training by equipping agents with the best knowledge management systems and mentorships
  • Create definitive training programs that not only develops agents for specific roles but keeps them refreshed with the latest product information

Boston Red Sox Marcell Bhangoo Senior Vice President, Client Services Boston Red Sox

Bed, Bath and Beyond Dr Amine Ayad Head of Workforce Optimization Bed, Bath and Beyond

Guru Hillary Curran Head of Customer Experience Guru

(Moderator) CRMXchange Herbert Greenbaum Director, Customer Experience CRMXchange


DAY 1: October 23rd, 2019

External Customer Facing Strategy
Omnichannel Support: Thriving in the Age of Innovation and Exceptional Experiences
11:25
AM
Live Polling with Slido App
  1. Word cloud: Which channels are you using in your omnichannel strategy?
  2. Poll: Which aspect of external customer facing strategy is your biggest challenge?
11:35
AM
Interactive Panel Discussion

Synchronizing Channels for Seamless Omnichannel Experiences: The Integration of All Things Typing
  • Shift from multichannel to omnichannel and deliver a unified experience with synchronization solutions and CRM optimization
  • Integrate journey mapping across small brands within a bigger corporation to ensure a consistent brand voice and personalized communication across channels
  • Identify a platform or solution that will effectively piece together your channels and cater to your unique business needs

Clarabridge Engage Andrew Davis Global Senior Director Clarabridge Engage

Uber Chintan Shah Director, Customer Obsession Uber

Tarte Cosmetics Rami Sarabi Senior Director, Global Customer Service Tarte Cosmetics

Moderator: Home Depot Frankie Saucier Head of Digital Care Strategy Home Depot

12:15
PM
The Power of Digital Customer Service: Learnings from 125 Million (and growing) Bot Interactions
  • The impact of customer service bots on standard contact center KPIs
  • The “formula” to achieve the highest CSAT with automation
  • 3 steps to streamline and scale 80% of your customer service processes

Helpshift Abinash Tripathy Founder & Strategy Helpshift

12:35
PM
Flipping a Bad Experience – Customer Service in the Business of Returns
  • Start with the customer journey: Understand the analytics around why people return
  • The trust model: Build out customer fraud and similar algorithms

Walmart Linne Fulcher Vice President, Returns Walmart

12:55
PM
Data Is Not Enough: Hyper-Personalization and the Path to Superior Customer Experiences
  • Why personalization matters in customer service
  • Enablers of personalization: To create highly personalized and relevant engagement with AI, machine learning, consolidation of data, and more
  • Connecting customer data and intelligently orchestrating across touchpoints to create highly personalized and relevant engagement
  • How personalization comes into every part of the organization and why internal collaboration is key

Wyndham Hotels & Resorts Eliot Hamlisch Senior Vice President, Global Loyalty & Partnerships Wyndham Hotels & Resorts

04:00
PM
Why Clean Data is the Most Valuable Asset in your Customer Service Strategy
  • Understanding your most valuable resource
  • Letting your data lead you: The power of predictive analytics   
  • How we are taking data and using it to improve Cost Per Call, CSAT and One Call Resolution at exponential rates.  
  • How to turn the most junior customer service rep into a seasoned vet on day one

Beyondsoft Kahlil Nicol Global Director, Service Desk Operations Beyondsoft

04:20
PM
Interactive Panel Discussion

Retain Customers, Build Engagement: Customer Experience as the Ultimate Loyalty Function
  • Focus on frictionless service – Implementing customer feedback and customer analytics methodology to gather data around customer pain points
  • Partner with product, operations and other stakeholders and find the actionable root causes and implement changes

Marriott International Martin Aliaga Director, User Research & Design Experiments Marriott International

Lufthansa Systems Michael Childers Chief Consultant, Content and Media Strategy Lufthansa Systems

MaestroQA Vasu Prathipati CEO & Cofounder MaestroQA

(Moderator) Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

05:00
PM
Closing roundtables

Reflect & Reimagine Customer Service & CX

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

 

Look back at the learnings and case studies of today – how can we take what we’ve learnt and put it into practice when we get back to the office?

Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

ALMOST SOLD OUT - REGISTER TODAY!

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




DAY 2: October 24th, 2019

External Customer Facing Strategy:
Social & New Digital Channels: Opportunities, Limitations and Exploitable Nuances of Each Channel
12:05
PM
Live Polling with Slido App
  1. Poll: Which channels are you using in your omnichannel strategy?
  2. Word cloud: Which aspect of external customer facing strategy is your biggest challenge?
12:10
PM
Interactive Roundtable

New Digital Channels: What challenges are being presented by each touchpoint?

Let’s dive into your unique challenges with like-minded peers by joining a group with the channel you find most challenging:

  1. Asynchronous messaging
  2. Social support
  3. Self-service and FAQ pages
  4. Live Chat

Google Rob Lawson Customer Experience Partnerships Google

Home Depot Frankie Saucier Head of Digital Care Strategy Home Depot

Twitter Drake Toney Global Service Strategy & Innovation Twitter

Uber Chintan Shah Director, Customer Obsession Uber

Moderator: Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

12:50
PM
Fireside Chat

Developing Strategic Partnerships to Create Successful CX Programs at Scale
  • Finding the right partner for developing strategic, comprehensive, multichannel operations
  • Developing CX teams and brand ambassadors, including the importance of trust in social media
  • Creating Prosperity Hubs: Socially responsible sourcing providing career opportunities within communities in need while improving business outcomes

Clearlink Sarah Grace McCandless VP, Customer Engagement & Brand Advocacy Clearlink

SYKES Kelly Morgan Chief Customer Officer SYKES

Intuit Bala Venkataramanan Director of Customer Care Intuit

1:10
PM
Transforming Customers’ Digital Expectations through Omnichannel Messaging
  • Embrace the shift towards Messaging after a decade of Chat
  • Best Practices for Conversational Self-Service
  • Customer’s issue resolved. What now? How to dynamically engage customers in the channel of their choice

Citi Shiran Cohen Langman Senior Vice President, Product Management, Bot Container Citi

Citi Rianna Schanno Senior Vice President, Digital Product - Messaging & Support Citi

2:55
PM
Live Polling with Slido App

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

 

  1. Poll: To what extent are you using social support?
  2. Question: How long have you been using social in your care strategy?
3:05
PM
Interactive Panel Discussion

You’ve Scaled Social, Now What? How to Fit Social into the Holistic Customer Experience
  • Show ROI and reduce the cost of resolution over social media
  • Redefine responsibilities, expectations and workflows for maximum efficiency
  • Fully embed social media into your contact center and embrace the latest routing technology, automation and AI
  • Prioritize customer security with end-to-end encryption

Clearlink Sarah Grace McCandless VP, Customer Engagement & Brand Advocacy Clearlink

Twitter Drake Toney Global Service Strategy & Innovation Twitter

Southwest Airlines John Young Social Business Leader Southwest Airlines

BCLC Martin Lampman Customer Support Operations Director BCLC

(Moderator) Home Depot Frankie Saucier Head of Digital Care Strategy Home Depot

03:50
PM
Take Your Promotors to a New Level: Crowd Source Your Customer Support
  • Leverage the power of your fans by providing them with the tools to support social communities
  • Establish a strategy to monitor responses and escalate technical enquires
  • Provide an authentic voice, improve brand reputation and encourage loyalty
  • Partner with marketing to ensure brand voice is prioritized
  • Take insights from recovery mode

Microsoft Michelle Huenink Director, Customer Service and Support Microsoft


DAY 1: October 23rd, 2019

09:20
AM
Interactive Panel Discussion

The AI Takeover: How Artificial Intelligence and Machine Learning Are Revolutionizing Support
  • Scale service, minimize costs and decrease resolution time with AI and bots
  • Prepare your organization, team and management for new tech (don’t just implement it for the sake of it)
  • Utilize machine learning to minimize friction points and ensure you deliver personalized experiences with the human touch
  • How B2B and B2C can take advantage of the nuances of chatbots

§Mai Le

§Lance Gruner

Moderator: Customer Experience Professionals Association Diane Magers Former Chief Executive Officer Customer Experience Professionals Association

11:35
AM
Interactive Roundtable

Home Is Where the Heart Is: Where does customer service sit within the organization?

Let’s dive into your unique challenges by breaking into groups:

  1. Sales: Our team sits within sales
  2. Operations: Our team sits within operations (Beth)
  3. Marketing: Our team sits within marketing
  4. Digital: Our team sits within digital (Diane)

Gartner Beth Coppinger Supply Chain Research Director Gartner

§Diane Haluszka

11:35
AM
Interactive Panel Discussion

Synchronizing Channels for Seamless Omnichannel Experiences: The Integration of All Things Typing
  • Shift from multichannel to omnichannel and deliver a unified experience with synchronization solutions and CRM optimization
  • Integrate journey mapping across small brands within a bigger corporation to ensure a consistent brand voice and personalized communication across channels
  • Identify a platform or solution that will effectively piece together your channels and cater to your unique business needs

Home Depot Frankie Saucier Head of Digital Care Strategy Home Depot

Clarabridge Sid Banerjee Founder Clarabridge

04:40
PM
Interactive Panel Discussion

Merging Man and Machine: New Tech and AI Redefining Support Agent Potential
  • Supercharge your workforce with the perfect blend of AI, machine learning, and automation
  • Update your contact center ability with natural language processing, speech analytics, sentiment analysis and more
  • Arm your agents not only with detailed customer insights, but an automated guide to the perfect customer interaction

Forethought Deon Nicholas Founder Forethought

Tarte Cosmetics Rami Sarabi Senior Director, Global Customer Service Tarte Cosmetics

thredUP Emily Marcogliese Head Of Customer Service thredUP

Microsoft Michelle Huenink Director, Customer Service and Support Microsoft

04:40
PM
Interactive Panel Discussion

Retain Customers, Build Engagement: Customer Experience as the Ultimate Loyalty Function
  • Focus on frictionless service – Implementing customer feedback and customer analytics methodology to gather data around customer pain points
  • Partner with product, operations and other stakeholders and find the actionable root causes and implement changes

Marriott International Beth Dincin Vice President, User Experience Marriott International

§Celika Caldwell

Lufthansa Systems Michael Childers Chief Consultant, Content and Media Strategy Lufthansa Systems

ALMOST SOLD OUT - REGISTER TODAY!

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


DAY 2: October 24th, 2019

10:20
AM
Interactive Panel Discussion

Digital Transformation & Tech Implementation: Redesigning your Company for the New Face of Customer Service
  • Attain alignment, focus, and excellence across transformation projects with Objectives and Key Results (OKRs)
  • Achieve true customer-centricity: In-source and elevate inclusive design practices
  • Satisfy customers and stakeholders alike with findings, results, and a new kind of roadmap

BestEgg Jason Swift COO BestEgg

Walmart Linne Fulcher Vice President, Returns Walmart

(Moderator) Customer Experience Professionals Association Diane Magers Former Chief Executive Officer Customer Experience Professionals Association

3:35
PM
Interactive Panel

Build the Ultimate 2020 Workforce: Hiring, Onboarding & Training
  • Develop an exceptional solution-driven onboarding and induction plan
  • Accelerate new starter training by equipping agents with the best knowledge management systems and mentorships
  • Create definitive training programs that not only develops agents for specific roles but keeps them refreshed with the latest product information

§Diane Haluszka

Boston Red Sox Marcell Bhangoo Senior Vice President, Client Services Boston Red Sox

Bed, Bath and Beyond Dr Amine Ayad Head of Workforce Optimization Bed, Bath and Beyond

Guru Hillary Curran Head of Customer Experience Guru

(Moderator) CRMXchange Herbert Greenbaum Director, Customer Experience CRMXchange

11:15
PM
Interactive Roundtable

New Digital Channels: What challenges are being presented by each touchpoint?

Let’s dive into your unique challenges with like-minded peers by joining a group with the channel you find most challenging:

  1. Asynchronous messaging
  2. Social messaging
  3. Crowd service and forums
  4. Self-service and FAQ pages
  5. Contact and call center operations

§Rob lawson

Home Depot Frankie Saucier Head of Digital Care Strategy Home Depot

Customer Experience Professionals Association Diane Magers Former Chief Executive Officer Customer Experience Professionals Association

Gartner Beth Coppinger Supply Chain Research Director Gartner

Call Center Coach Jim Rembach President Call Center Coach

01:55
PM
Interactive Panel Discussion

Key Metrics and Quality Assurance in Customer Support: Are Your Agents Providing the Best Support?
  • NPS, CSAT, OSAT: What metrics are delivering the truest results?
  • Pick indicators which are relevant to your activity and will interact with one another to create a coherent picture
  • Monitor across several channels and ensure a consistently effective support strategy

BCLC Martin Lampman Customer Support Operations Director BCLC

Frontier Airlines Trista Miller Director Customer Care Frontier Airlines

Boxed Weslee Berke Vice President, Customer Service Boxed

Allied Telecome Group Melanie Jameson Vice President, Client Success Allied Telecome Group

thredUP Emily Marcogliese Head Of Customer Service thredUP

01:55
PM
Interactive Panel Discussion

You’ve Scaled Social, Now What? Operationalize for Efficient Social Support
  • Show ROI and reduce the cost of resolution over social media
  • Redefine responsibilities, expectations and workflows for maximum efficiency
  • Fully embed social media into your contact center and embrace the latest routing technology, automation and AI
  • Prioritise customer security with end-to-end encryption

Clearlink Sarah Grace McCandless VP, Customer Engagement & Brand Advocacy Clearlink

(Moderator) Home Depot Frankie Saucier Head of Digital Care Strategy Home Depot

04:15
PM
Interactive Panel Discussion

TBC

DAY 1: October 23rd, 2019

1.15
PM
Networking Lunch Break
1.30
PM
VIP Lunch Workshop
By Invitation Only: Hosted by Unbabel
Powering customer excellence around the world with AI-augmented support

Join us for an interactive workshop on leveraging AI to run and scale up world-class support with Suri Ratnatunga, Sr. Director of Community at Vimeo. While looking for an agile solution to serve over 90 million creators worldwide, Vimeo has kept support agents at the heart of its support strategy. Anchored in real-world examples, the workshop will demonstrate how Unbabel’s AI+human platform has augmented support advocates, enabling clients such as Vimeo and others to deliver efficient, excellent customer experience around the world.

Vimeo Suri Ratnatunga Sr. Director of Community Vimeo

Moderator: Unbabel Gina Dragulin Director Product & Partner Marketing Unbabel

NEW BREAK OUT: Interactive Classroom Style Workshops
2:45
PM
Social Media & New Digital Channels

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.

Home Depot Frankie Saucier Head of Digital Care Strategy Home Depot

CX: A Journey for Us, Too!

CX is a Journey for practitioners as much as it is for our Customers. Let’s explore building and executing a CX Strategy the same way we do when we’re journey mapping for our Customers. This interactive and engaging session will prompt new perspectives on how we win with a comprehensive and actionable CX Strategy.

Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

Artificial Intelligence in Customer Service

AI, artificial intelligence, chatbots, machine learning? As these terms develop from buzzword to must-haves, this workshop gives you the opportunity to explore their potential and define your tech strategy for 2020.

Conversocial Chris Venus SVP, Professional Services Conversocial

3.30
PM
Afternoon Coffee Break

DAY 1: October 23rd, 2019

07:30
AM
Registration Opens
08:20
AM
Welcome and Introductory Remarks

Incite Group Jasmine Kees Global Project Director Incite Group

Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

Call Center Coach Jim Rembach President Call Center Coach

Keynotes: Holistic Strategy & Trends
Customer Service in the Experience Economy
08:30
AM
Live Polling with Slido App

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

  1. Word Cloud: What are you looking to take away from the Customer Service Summit?
  2. Poll: Where is your focus?
  3. Poll: What kind of organization do you work for?
08:40
AM
Experience as a Key Brand Differentiator: What Role Does Customer Service Play?
  • A view of customer experience across industry (customers will compare you to their best experience, not just experiences with your direct competitors)
  • Build a business case for customer service as a proactive driver for customer retention with VOC
  • Partner with other business leaders, share customer data, gain senior management buy-in, and scale service
  • Rebuild the value customer service can offer and educate around the part it plays in customer experience

Mastercard Margaret Shine SVP, Customer Experience Mastercard

09:00
AM
The Future of Customer Experience is Conversational
  • Seamlessly blend humans and automation to scale your customer experience operation
  • Harness the power of bots & AI without impacting customer care
  • Deliver commerce through care with unique data-driven intelligent messaging

Conversocial Ido Bornstein-HaCohen Chief Executive Officer Conversocial

09:20
AM
Interactive Panel Discussion

The AI Takeover: How Artificial Intelligence and Machine Learning Are Revolutionizing Support
  • Scale service, minimize costs and decrease resolution time with AI and bots
  • Prepare your organization, team and management for new tech (don’t just implement it for the sake of it)
  • Utilize machine learning to minimize friction points and ensure you deliver personalized experiences with the human touch
  • How B2B and B2C can take advantage of the nuances of chatbots

Uber Chintan Shah Director, Customer Obsession Uber

Mastercard Margaret Shine SVP, Customer Experience Mastercard

Microsoft Melinda Ritchie AI Program Manager Microsoft

Moderator: Zendesk Jason Maynard GM of Zendesk Guide/Answer Bot Zendesk

10:00
AM
Fireside Chat

Getting Customers to Answer Their Phones Again: A Thing of the Future, Not of the Past
  • Help your customers know & trust that it’s your company calling (versus a scammer)
  • Foster important, timely conversations with your customers using branded, personalized or customized calling displays
  • Enhance the customer experience, improve efficiency, reduce costs of customer service and contact efforts

First Orion Gavin Macomber Senior Vice President, Marketing First Orion

Moderator: Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

10:20
AM
Moving Away from Reactive: The Adoption of Proactive and Predictive Customer Support
  • Build voice of customer analytics into your proactive support strategy and create a closed feedback loop
  • Define the ROI of listening to customer feedback, and explore strategies to capture the voice of the customer effectively
  • Entice customer loyalty with personalized experiences across the entire customer journey

GE Digital David Kocher Vice President of Customer Success GE Digital

10:20
AM
Networking Coffee Break
Internal Customer Centric Team Strategy:
The New & Improved Face of Customer Service: Delivering Exceptional Experiences from the Inside Out
11:25
AM
Live Polling with Slido App
  1. Poll: Where does your customer service team fit into the organization?
  2. Poll: Which aspect of internal customer-centric team strategy is your biggest challenge?
11:35
AM
Interactive Panel discussion

The Power of Real-Time AI and It's Positive Impact on Customer Experience
  • Understand the value that real-time recommendations provide to digital agents
  • Understand the value that real-time monitoring of digital transactions provides to management in improving CX outcomes
  • Prepare your agents for the introduction of AI technologies into their daily routines

Knoah Solutions Ralph Barletta EVP & Co-Founder Knoah Solutions

Samsung Electronics of America Young Noble Director, Customer Experience and Innovation Samsung Electronics of America

Dyson Jamie Young VP, Owner Experience Dyson

Moderator: AugmentCXM Matt Swanson CEO AugmentCXM

12:15
PM
Measuring Efficiency and Utilization in Asynchronous Messaging
  • Learn how enterprise customers can optimize care team performance through asynchronous social and messaging channels.
  • Best-practices for effective workforce planning — comparing traditional metrics, and team performance to an asynchronous context.

Khoros Dave Evans VP Social Strategy Khoros

12:35
PM
The Best of Customer Care
  • Empower employees to create memorable moments for Customers
  • Deliver personal experiences to build brand loyalty
  • Embed Social Care into your operation to gain Customer Insights

Southwest Airlines John Young Social Business Leader Southwest Airlines

12:55
PM
Modern Data & Analytics for the Modern Airport
  • Data democratization - pros, cons and how it works
  • How Frontier are using data to empower airport managers
  • Personalizing passenger experiences by sharing data internally

Frontier Airlines Trista Miller Director Customer Care Frontier Airlines

External Customer Facing Strategy
Omnichannel Support: Thriving in the Age of Innovation and Exceptional Experiences
11:25
AM
Live Polling with Slido App
  1. Word cloud: Which channels are you using in your omnichannel strategy?
  2. Poll: Which aspect of external customer facing strategy is your biggest challenge?
11:35
AM
Interactive Panel Discussion

Synchronizing Channels for Seamless Omnichannel Experiences: The Integration of All Things Typing
  • Shift from multichannel to omnichannel and deliver a unified experience with synchronization solutions and CRM optimization
  • Integrate journey mapping across small brands within a bigger corporation to ensure a consistent brand voice and personalized communication across channels
  • Identify a platform or solution that will effectively piece together your channels and cater to your unique business needs

Clarabridge Engage Andrew Davis Global Senior Director Clarabridge Engage

Uber Chintan Shah Director, Customer Obsession Uber

Tarte Cosmetics Rami Sarabi Senior Director, Global Customer Service Tarte Cosmetics

Moderator: Home Depot Frankie Saucier Head of Digital Care Strategy Home Depot

12:15
PM
The Power of Digital Customer Service: Learnings from 125 Million (and growing) Bot Interactions
  • The impact of customer service bots on standard contact center KPIs
  • The “formula” to achieve the highest CSAT with automation
  • 3 steps to streamline and scale 80% of your customer service processes

Helpshift Abinash Tripathy Founder & Strategy Helpshift

12:35
PM
Flipping a Bad Experience – Customer Service in the Business of Returns
  • Start with the customer journey: Understand the analytics around why people return
  • The trust model: Build out customer fraud and similar algorithms

Walmart Linne Fulcher Vice President, Returns Walmart

12:55
PM
Data Is Not Enough: Hyper-Personalization and the Path to Superior Customer Experiences
  • Why personalization matters in customer service
  • Enablers of personalization: To create highly personalized and relevant engagement with AI, machine learning, consolidation of data, and more
  • Connecting customer data and intelligently orchestrating across touchpoints to create highly personalized and relevant engagement
  • How personalization comes into every part of the organization and why internal collaboration is key

Wyndham Hotels & Resorts Eliot Hamlisch Senior Vice President, Global Loyalty & Partnerships Wyndham Hotels & Resorts

1.15
PM
Networking Lunch Break
1.30
PM
VIP Lunch Workshop
By Invitation Only: Hosted by Unbabel
Powering customer excellence around the world with AI-augmented support

Join us for an interactive workshop on leveraging AI to run and scale up world-class support with Suri Ratnatunga, Sr. Director of Community at Vimeo. While looking for an agile solution to serve over 90 million creators worldwide, Vimeo has kept support agents at the heart of its support strategy. Anchored in real-world examples, the workshop will demonstrate how Unbabel’s AI+human platform has augmented support advocates, enabling clients such as Vimeo and others to deliver efficient, excellent customer experience around the world.

Vimeo Suri Ratnatunga Sr. Director of Community Vimeo

Moderator: Unbabel Gina Dragulin Director Product & Partner Marketing Unbabel

NEW BREAK OUT: Interactive Classroom Style Workshops
2:45
PM
Social Media & New Digital Channels

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.

Home Depot Frankie Saucier Head of Digital Care Strategy Home Depot

CX: A Journey for Us, Too!

CX is a Journey for practitioners as much as it is for our Customers. Let’s explore building and executing a CX Strategy the same way we do when we’re journey mapping for our Customers. This interactive and engaging session will prompt new perspectives on how we win with a comprehensive and actionable CX Strategy.

Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

Artificial Intelligence in Customer Service

AI, artificial intelligence, chatbots, machine learning? As these terms develop from buzzword to must-haves, this workshop gives you the opportunity to explore their potential and define your tech strategy for 2020.

Conversocial Chris Venus SVP, Professional Services Conversocial

3.30
PM
Afternoon Coffee Break

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04:00
PM
Make Customers Look and Feel Like A Million Bucks
  • Empowering global teams to delight customers consistently with omnichannel service
  • Build relationships and program structure across siloed functions to drive operational readiness
  • Listen to the voice of the customer across social care platforms and proactively share to drive excellence

Zenni Optical Jeff Huang Director, Global Customer Success Operations Zenni Optical

04:20
PM
Interactive Panel Discussion

Merging Man and Machine: New Tech and AI Redefining Support Agent Potential
  • Supercharge your workforce with the perfect blend of AI, machine learning, and automation
  • Update your contact center ability with natural language processing, speech analytics, sentiment analysis and more
  • Arm your agents not only with detailed customer insights, but an automated guide to the perfect customer interaction

Microsoft Michelle Huenink Director, Customer Service and Support Microsoft

Raymour & Flanigan Inc. Brian Schwarz Senior Vice President of Operations & Customer Care Raymour & Flanigan Inc.

Mastercard Margaret Shine SVP, Customer Experience Mastercard

Moderator: Call Center Coach Jim Rembach President Call Center Coach

05:00
PM
Customer Care is Turning an Ordinary Interaction into an Extraordinary Experience
  • Empower all agents to feel they have the authority to make a decision
  • Improve company culture and watch it enhance the customer experience
  • Understand your competition as you will be judged on the experience of any company not just your industry

Raymour & Flanigan Inc. Brian Schwarz Senior Vice President of Operations & Customer Care Raymour & Flanigan Inc.

04:00
PM
Why Clean Data is the Most Valuable Asset in your Customer Service Strategy
  • Understanding your most valuable resource
  • Letting your data lead you: The power of predictive analytics   
  • How we are taking data and using it to improve Cost Per Call, CSAT and One Call Resolution at exponential rates.  
  • How to turn the most junior customer service rep into a seasoned vet on day one

Beyondsoft Kahlil Nicol Global Director, Service Desk Operations Beyondsoft

04:20
PM
Interactive Panel Discussion

Retain Customers, Build Engagement: Customer Experience as the Ultimate Loyalty Function
  • Focus on frictionless service – Implementing customer feedback and customer analytics methodology to gather data around customer pain points
  • Partner with product, operations and other stakeholders and find the actionable root causes and implement changes

Marriott International Martin Aliaga Director, User Research & Design Experiments Marriott International

Lufthansa Systems Michael Childers Chief Consultant, Content and Media Strategy Lufthansa Systems

MaestroQA Vasu Prathipati CEO & Cofounder MaestroQA

(Moderator) Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

05:00
PM
Closing roundtables

Reflect & Reimagine Customer Service & CX

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

 

Look back at the learnings and case studies of today – how can we take what we’ve learnt and put it into practice when we get back to the office?

Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

5:20
PM
Networking Reception
6:30
PM
Official VIP Networking Dinner at the The Wythe Hotel
By Invitation Only: Hosted by Conversocial

DAY 2: October 24th, 2019

08:00
AM
Registration Opens
08:40
AM
Yesterday’s Recap and Introductory Remarks

Incite Group Jasmine Kees Global Project Director Incite Group

Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

Call Center Coach Jim Rembach President Call Center Coach


-
Holistic Strategy & Trends
Reimagine Valuable Customer Service & Gain Internal Buy-In
08:50
AM
Live Polling with Slido App

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

  1. Word Cloud: What were the most prominent themes of yesterday?
  2. Poll: Which team are you collaborating with most effectively?
  3. Poll: How would you describe your leadership team?
  4. Question: What could your leadership team do to be more effective?
09:00
AM
Becoming a Mindful Manager: Guiding Your Team to Deliver the Ultimate Customer Experience
  • Reimagine the value of customer service by building a strong team of managers
  • Build-up your high achieving leaders, so they can guide their team more successfully
  • Encouraging customer-centricity from the top-down

Hilton Josh Ramsey Senior Director, Customer Care Hilton

09:20
AM
Improve Customer Satisfaction by Improving Employee Retention
  • Explore best practice methods for retaining employees and improving employee satisfaction
  • Setting and perpetuating a company culture that drives employee satisfaction
  • Translating employee satisfaction into wins for your customers

DATAMARK Mark Pryor Business Development Manager DATAMARK

09:40
AM
Resolving Organizational & Systems Conflicts to Enable Customer Service
  • Identify and streamline organizational dimensions that enable Customer Service
  • Identify and streamline organizational systems that enable Workforce Optimization
  • Design a roadmap to resolving organizational and systems conflicts to enable customer service

Bed, Bath and Beyond Amine Ayad Head of Workforce Optimization Bed, Bath and Beyond

10:00
AM
How 1-800-Flowers uses Conversational AI to drive CX
  • Discover how leading enterprises have accelerated their transition from today's frustrating and uninspired customer service transactions to productive, conversational experiences
  • Discuss several real use cases and hear first hand how Interactions' Intelligent Virtual Assistant has helped 1-800-Flowers

Interactions John Pisarek Director of Retail Interactions

1-800-Flowers Amit Shah CMO 1-800-Flowers

10:20
AM
Interactive Panel Discussion

Digital Transformation & Tech Implementation: Redesigning your Company for the New Face of Customer Service
  • Attain alignment, focus, and excellence across transformation projects with Objectives and Key Results (OKRs)
  • Achieve true customer-centricity: In-source and elevate inclusive design practices
  • Satisfy customers and stakeholders alike with findings, results, and a new kind of roadmap

BestEgg Jason Swift COO BestEgg

Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

Southwest Airlines John Young Social Business Leader Southwest Airlines

(Moderator) Call Center Coach Jim Rembach President Call Center Coach

11:00
AM
Start-Up Shark Tank

Get to Grips with New Tech Opportunities: Rapid Fire Tech Spotlights

In this session, three innovative start-ups will have the opportunity to share their solution with the audience of 350+ customer service, support and experience leaders.

Nexmo, a Vonage Company David Lallemand Senior Strategic Sales Director Nexmo, a Vonage Company

Stitchview Ryan Erickson Business Development Manager Stitchview

BlueLeap Eric Burgess CEO BlueLeap

Haptik Timothy Carey General Manager, The Americas Haptik

Moderator Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

11:25
AM
Networking Coffee Break
Internal Customer Service Team Strategy:
Workforce Planning and Optimization: Agents as Our Most Valuable Resource
12:05
PM
Live Polling with Slido App
  1. Poll: What is the most challenging aspect of building your 2020 workforce?
  2. Word cloud: What tools and strategies are you using to empower your agents?
12:10
PM
Interactive Roundtable

Home Is Where the Heart Is: Where does customer service sit within the organization?

Let’s dive into your unique challenges with like-minded peers by joining the group that your team sits within:

  1. Sales: Our team sits within sales
  2. Operations: Our team sits within operations (Beth)
  3. Marketing: Our team sits within marketing (Z)
  4. Services: Our team sits within services (David & Margaret)
  5. Tech/product: Our team sits within tech/product (Josh)

Gartner Beth Coppinger Supply Chain Research Director Gartner

Mastercard Margaret Shine SVP, Customer Experience Mastercard

GE Digital David Kocher Vice President of Customer Success GE Digital

Hilton Josh Ramsey Senior Director, Customer Care Hilton

Moderator: Call Center Coach Jim Rembach President Call Center Coach

12:50
PM
AI for Customer Service: The Quick-Win Strategy
  • Learn the customer-oriented strategy to bring AI into your customer support workforce
  • Understand how to enable AI and humans to work together; improving agent performance not taking away jobs
  • Ensure you're measuring AI customer service correctly

Netomi Puneet Mehta Founder / CEO Netomi

1:10
PM
Transforming the Consumer Experience in a Rapidly Evolving Global Tech Giant
  • Tackle the change management piece and reimagine the customer service department
  • Collaborate with engineering, product and creative teams to achieve that “wow” factor
  • Grow a culture of change and start sharing the new face of user support internally

Twitter Drake Toney Global Service Strategy & Innovation Twitter

External Customer Facing Strategy:
Social & New Digital Channels: Opportunities, Limitations and Exploitable Nuances of Each Channel
12:05
PM
Live Polling with Slido App
  1. Poll: Which channels are you using in your omnichannel strategy?
  2. Word cloud: Which aspect of external customer facing strategy is your biggest challenge?
12:10
PM
Interactive Roundtable

New Digital Channels: What challenges are being presented by each touchpoint?

Let’s dive into your unique challenges with like-minded peers by joining a group with the channel you find most challenging:

  1. Asynchronous messaging
  2. Social support
  3. Self-service and FAQ pages
  4. Live Chat

Google Rob Lawson Customer Experience Partnerships Google

Home Depot Frankie Saucier Head of Digital Care Strategy Home Depot

Twitter Drake Toney Global Service Strategy & Innovation Twitter

Uber Chintan Shah Director, Customer Obsession Uber

Moderator: Zeisler Consulting Nicholas Zeisler Principal Zeisler Consulting & Former Director, Customer Experience HP

12:50
PM
Fireside Chat

Developing Strategic Partnerships to Create Successful CX Programs at Scale
  • Finding the right partner for developing strategic, comprehensive, multichannel operations
  • Developing CX teams and brand ambassadors, including the importance of trust in social media
  • Creating Prosperity Hubs: Socially responsible sourcing providing career opportunities within communities in need while improving business outcomes

Clearlink Sarah Grace McCandless VP, Customer Engagement & Brand Advocacy Clearlink

SYKES Kelly Morgan Chief Customer Officer SYKES

Intuit Bala Venkataramanan Director of Customer Care Intuit

1:10
PM
Transforming Customers’ Digital Expectations through Omnichannel Messaging
  • Embrace the shift towards Messaging after a decade of Chat
  • Best Practices for Conversational Self-Service
  • Customer’s issue resolved. What now? How to dynamically engage customers in the channel of their choice

Citi Shiran Cohen Langman Senior Vice President, Product Management, Bot Container Citi

Citi Rianna Schanno Senior Vice President, Digital Product - Messaging & Support Citi

1.30
PM
Networking Lunch Break

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2:55
PM

Interested in speaking on this panel?

Click here to contact Josh Gordon and get on the stage with these leaders!

Interactive Panel Discussion

Key Metrics and Quality Assurance in Customer Support: Are Your Agents Providing the Best Support?
  • NPS, CSAT, OSAT: What metrics are delivering the truest results?
  • Pick indicators which are relevant to your activity and will interact with one another to create a coherent picture
  • Monitor across several channels and ensure a consistently effective support strategy

Boxed Weslee Berke Vice President, Customer Service Boxed

thredUP Emily Marcogliese Head Of Customer Service thredUP

(Moderator) Call Center Coach Jim Rembach President Call Center Coach

03:35
PM
Interactive Panel

Build the Ultimate 2020 Workforce: Hiring, Onboarding & Training
  • Develop an exceptional solution-driven onboarding and induction plan
  • Accelerate new starter training by equipping agents with the best knowledge management systems and mentorships
  • Create definitive training programs that not only develops agents for specific roles but keeps them refreshed with the latest product information

Boston Red Sox Marcell Bhangoo Senior Vice President, Client Services Boston Red Sox

Bed, Bath and Beyond Dr Amine Ayad Head of Workforce Optimization Bed, Bath and Beyond

Guru Hillary Curran Head of Customer Experience Guru

(Moderator) CRMXchange Herbert Greenbaum Director, Customer Experience CRMXchange

2:55
PM
Live Polling with Slido App

Let’s start with the real-time statistics and dive into your unique challenges, industry opportunities and strategies the audience are focused on. We’ll be using live polling software, Slido.

 

  1. Poll: To what extent are you using social support?
  2. Question: How long have you been using social in your care strategy?
3:05
PM
Interactive Panel Discussion

You’ve Scaled Social, Now What? How to Fit Social into the Holistic Customer Experience
  • Show ROI and reduce the cost of resolution over social media
  • Redefine responsibilities, expectations and workflows for maximum efficiency
  • Fully embed social media into your contact center and embrace the latest routing technology, automation and AI
  • Prioritize customer security with end-to-end encryption

Clearlink Sarah Grace McCandless VP, Customer Engagement & Brand Advocacy Clearlink

Twitter Drake Toney Global Service Strategy & Innovation Twitter

Southwest Airlines John Young Social Business Leader Southwest Airlines

BCLC Martin Lampman Customer Support Operations Director BCLC

(Moderator) Home Depot Frankie Saucier Head of Digital Care Strategy Home Depot

03:50
PM
Take Your Promotors to a New Level: Crowd Source Your Customer Support
  • Leverage the power of your fans by providing them with the tools to support social communities
  • Establish a strategy to monitor responses and escalate technical enquires
  • Provide an authentic voice, improve brand reputation and encourage loyalty
  • Partner with marketing to ensure brand voice is prioritized
  • Take insights from recovery mode

Microsoft Michelle Huenink Director, Customer Service and Support Microsoft

04:15
PM
Why Messaging is the Future of Customer Service
  • Though as consumers, we have switched most of our conversations from phone calls to messaging, when we want to contact a business, we’re often required to block 20 minutes of our busy, over-scheduled, day and make a call.
  • Many of these user journeys start with Google, who is now helping brands and consumers move these interactions to asynchronous messaging.
  • Hear from Google about how pioneering businesses have recognized messaging as the future of excellent customer experience and are enabling consumers to message directly from search results.

Google Rob Lawson Customer Experience Partnerships Google

04:35
PM
Closing Remarks from The Incite Group
Jasmine Kees

Jasmine Kees

Global Project Director
Incite Group

UK: 44 (0) 207 375 7532

Email: jasmine@incite-group.com

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