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October 23 - 24, 2019|New York, US

Business Critical Sessions from Those Influencing the Direction of Customer Service, Experience and Social Customer Care

If you would like more information on what we'll be covering at the event, email Jas on jasmine@incite-group.com or download the brochure here!


-
Holistic Strategy & Trends
Customer Service in the Experience Economy

-
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

-
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
  • Customer health monitoring – what is it, why do we need it and how can it be implemented across B2B & B2c

-
Interactive Panel Discussion
The AI Takeover: How Artificial Intelligence and Machine Learning Are Revolutionizing Support
  • The business case for AI: 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

-
Holistic Strategy & Trends
Reimagine Valuable Customer Service & Gain Internal Buy-In

-
More Than Just a Cost-Center: Customer Service Driving Exceptional Customer Experiences
  • Build a business case for customer service as a proactive driver for customer retention
  • Educate around customer service, manage-up and empower a customer centric mindset organization-wide
  • Bring customer service agent insight to the inception and design of each product, so they can in turn provide better support

-
Innovation Fatigue in a Whirlwind of New Tech: How to Secure Leadership Buy-In and Build Your Innovation Engine
  • Maximize business impact by determining strategic objectives, the gaps needed to achieve them, and how your product fills those gaps
  • Devise a holistic strategy from pilot to customer adoption and embed the ability to measure progress with clear roles and accountabilities to accelerate results
  • Build ROI into implementation plans and, in turn, a business case for future innovation investment

-
Interactive Roundtable
Innovative Tech Implementation How To: Digital Transformation via Collaboration

Break down the strategies discussed among your peers and gain inspiration and insight from across the room!

Join discussions on:

  1. Attain alignment, focus, and excellence across transformation projects with Objectives and Key Results (OKRs)
  2. Achieve true customer-centricity: In-source and elevate inclusive design practices
  3. Satisfy customers and stakeholders alike with findings, results, and a new kind of roadmap

-
Start-Up Shark Tank
Get to Grips with New Tech Opportunities: Rapid Fire Tech Spotlights

  • What’s trending, how does it work and how can you implement it into your 2020 strategy?
  • Look at opportunities in VR/AR, IoT, Chatbots, AI, Social Messaging Platforms and more…

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

If you are interested in sharing how your technology or solution has had a positive impact on a big brand or has that potential, this is your opportunity for a five-minute pitch. Strictly!

Contact Josh Gordon!

Josh Gordon

Josh Gordon

Commercial Director
The Incite Group

Email: josh@incite-group.com


-
Internal Customer Facing Strategy:
The New & Improved Face of Customer Service: Delivering Exceptional Experiences from the Inside Out

-
Expectations Have Skyrocketed: Are Your Agents Equipped to Rise to the Challenge?
  • Tailor your internal structures, tech and training strategies for each channel and niche of customer service
  • Augment your workforce with automation, knowledge systems and accurate sentiment analysis
  • Build an agile workforce and prepare your agents for a higher volume of enquires

-
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
  3. Marketing: Our team sits within marketing

-
Eliminate Cost-Center Mentality by Incorporating Customer Feedback Throughout Your Organization
  • Bring customer service to the center of the business by sharing insights and collaborating with other areas of business
  • Close the feedback loop with customer insights throughout the entire product lifecycle inception and improvement – how involved should support teams be?
  • Transfer feedback to your product team in a tight and continuous to eliminate stunted product (and organizational) growth
  • Incorporate service design when looking at new product adjustments

-
Internal Customer Facing Strategy:
Supercharge Customer Support Agents

-
2020 Expectations: The Support Agent of the Future and the Score Cards to Keep Them on Track
  • Acknowledge what your customers expect and reengineer agent score cards and performance reviews to reflect new priorities
  • Help agents personalize customer interactions by giving them access to the entire customer journey
  • Automate menial enquires with self-service and bots to ensure agents are not performing repetitive tasks

-
The Customer Service Leader of the Future: What Skills are Essential for the Next Generation?
  • Ensure consistent supervisor training and guidance across teams to regulate voice and tone across all channels
  • How tools and strategies will change to suit evolving customer expectations and how new leaders will need to adapt their knowhow to stay ahead of the curve
  • Explore new insight on managing global teams as customer support leaders take on more responsibility

-
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

-
Internal Customer Facing Strategy:
Workforce Planning and Optimization: Agents as Our Most Valuable Resource

-
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 program that not only develops agents for specific roles but keeps them refreshed with the latest product information.

-
Scale your Support Function: When Outsourcing Works and When to Keep it Internal
  • Reduce cost and gain access to flexibility, scalability and cost management tools
  • Invest your time and money into finding the right partner and talent
  • Bring external agents on as an extension of your internal team with the same knowledge base and passion for customer success

-
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

-
Escaping the “Springboard” Reputation: Support Agent Retention as an Industry-Wide Priority
  • Streamline your agent interface to eliminate “Swivel Chair” frustration
  • Continuously build confidence by incorporating mentorships and huddle meetings into agent development plans
  • Explore variable compensation and other incentivization methods

-
External Customer Facing Strategy:
Omnichannel Support: Thriving in the Age of Innovation and Exceptional Experiences

-
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

-
Interactive Panel Discussion
B2B Vs B2C: How the Amazonification of B2C Transactions Impact B2B Relationships
  • How B2C companies can generate more personal, account management type skillsets from B2B
  • Manage the shift in expectations as customers expect real time, 24/7 support
  • Leverage new digital channels and EDIs available to B2B oraganizations

-
Beat Your Customer to the Problem: IoT to Partner with Feedback Loop Analytics
  • Identify the value-proposition and realistically assess the immediate opportunity
  • Where is the tech, what is a realistic timeline and is it more applicable to B2B or B2C?
  • Explore how IoT is changing the way data is being collected and the impact of that data on how we deliver proactive and predictive support

-
External Customer Facing Strategy:
Strengthen Your Brand & Retain Customers with Best in Class Customer Support

-
Data Is Not Enough: Hyper-Personalization and the Path to Superior Customer Experiences
  • Connecting customer data and intelligently orchestrating across touchpoints to create highly personalized and relevant engagement
  • Delight customers across the customer journey by removing friction points, from simple enquires to complaints and returns
  • Organize and analyze customer data to drive revenue and optimize customer experiences, particularly in the dynamic age of the sharing economy, IoT devices and digital channels

-
Define Your Brand: Match Tone Across Multiple Channels
  • Understand your brand’s tone for unified communication across the entire customer journey
  • Reinforce or modify your brand’s perception through your front-line customer service agents
  • Stay agile, monitor your audience engagement and adapt to suit changing demands
  • Partner with marketing and brand management to ensure any brand crisis is communicated to customer service

-
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
  • Set up a formal loyalty function as another reason for customers to stay (not the only reason)

-
External Customer Facing Strategy
Social & New Digital Channels: Opportunities, Limitations and Exploitable Nuances of Each Channel

-
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. Private messaging (Facebook, WhatsApp, etc.)
  2. Crowd service and forums
  3. Self-service and FAQ pages
  4. Public social media and reviews (reputation management)
  5. Contact center operations

-
New Platform, Less Resources, Faster Results: Why Self-Service is an Essential Piece of your 2020 Strategy
  • Incorporate videos and other interactive guides and content into your self-service strategy
  • Personalize self-service options to engage and build trust (rather than replacing our role in building true relationships with customers)
  • Collaborate with user experience to optimize service across all channels and devices

-
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

-
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, like twitter and reddit
  • 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

-
Welcome and Introductory Remarks

Jasmine Kees Conference Organizer Incite Group


-
Live Polling: The Future of Customer Service – What’s hype, what’s reality and where does CX fit into the picture?

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.


-
Holistic Strategy & Trends
Customer Service in the Experience Economy

-
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

-
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

-
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 chatbot

-
Internal Customer Service Team Strategy:
The New & Improved Face of Customer Service: Delivering Exceptional Experiences from the Inside Out
External Customer Facing Strategy:
Omnichannel Support: Thriving in the Age of Innovation and Exceptional Experiences

-
Expectations Have Sky Rocketed: Are Your Agents Equipped to Rise to the Challenge?
  • Tailor your internal structures, tech and training strategies for each channel and niche of customer service
  • Augment your workforce with automation, knowledge systems and accurate sentiment analysis
  • Build an agile workforce and prepare your agents for a higher volume of enquires
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

-
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
  3. Marketing: Our team sits within marketing
Interactive Panel Discussion
B2B Vs B2C: How the Amazonification of B2C Transactions Impact B2B Relationships
  • How B2C companies can generate more personal, account management type skillsets from B2B
  • Manage the shift in expectations as customers expect real time, 24/7 support
  • Leverage new digital channels and EDIs available to B2B oraganizations

-
Eliminate Cost-Center Mentality by Incorporating Customer Feedback Throughout Your Organization
  • Bring customer service to the center of the business by sharing insights and collaborating with other areas of business
  • Close the feedback loop with customer insights throughout the entire product lifecycle inception and improvement – how involved should support teams be?
  • Transfer feedback to your product team in a tight and continuous to eliminate stunted product (and organizational) growth
  • Incorporate service design when looking at new product adjustments
Beat Your Customer to the Problem: IoT to Partner with Feedback Loop Analytics
  • Identify the value-proposition and realistically assess the immediate opportunity
  • Where is the tech, what is a realistic timeline and is it more applicable to B2B or B2C?
  • Explore how IoT is changing the way data is being collected and the impact of that data on how we deliver proactive and predictive support

Hot Off the Press! Get the brochure here

Full speaker list • Full conference agenda • Audience breakdown


-
NEW BREAK OUT:
Interactive Classroom Style Workshops

-
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.

Employee Support Services – How to Support Your Organization

When employees are your customer, the dynamic of support and care changes. So, what are the unique aspects of internal support and how can leaders provide the best support to their business?

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 roundtable is strictly off the record.

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.

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.


-
Internal Customer Service Team Strategy:
Supercharge Customer Support Agents
External Customer Facing Strategy:
Strengthen Your Brand & Retain Customers with Best in Class Customer Support

-
2020 Expectations: The Support Agent of the Future and the Score Cards to Keep Them on Track
  • Acknowledge what your customers expect and reengineer agent score cards and performance reviews to reflect new priorities
  • Help agents personalize customer interactions by giving them access to the entire customer journey
  • Automate menial enquires with self-service and bots to ensure agents are not performing repetitive tasks
Data Is Not Enough: Hyper-Personalization and the Path to Superior Customer Experiences
  • Connecting customer data and intelligently orchestrating across touchpoints to create highly personalized and relevant engagement
  • Delight customers across the customer journey by removing friction points, from simple enquires to complaints and returns
  • Organize and analyze customer data to drive revenue and optimize customer experiences, particularly in the dynamic age of the sharing economy, IoT devices and digital channels

-
The Customer Service Leader of the Future: What Skills are Essential for the Next Generation?
  • Ensure consistent supervisor training and guidance across teams to regulate voice and tone across all channels
  • How tools and strategies will change to suit evolving customer expectations and how new leaders will need to adapt their knowhow to stay ahead of the curve
  • Explore new insight on managing global teams as customer support leaders take on more responsibility
Define Your Brand: Match Tone Across Multiple Channels
  • Understand your brand’s tone for unified communication across the entire customer journey
  • Reinforce or modify your brand’s perception through your front-line customer service agents
  • Stay agile, monitor your audience engagement and adapt to suit changing demands
  • Partner with marketing and brand management to ensure any brand crisis is communicated to customer service

-
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
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
  • Set up a formal loyalty function as another reason for customers to stay (not the only reason)

-
Networking Reception & Canapés

Hot Off the Press! Get the brochure here

Full speaker list • Full conference agenda • Audience breakdown



-
Holistic Strategy & Trends
Reimagine Valuable Customer Service & Gain Internal Buy-In

-
More Than Just a Cost-Center: Customer Service Driving Exceptional Customer Experiences
  • Build a business case for customer service as a proactive driver for customer retention
  • Educate around customer service, manage-up and empower a customer centric mindset organization-wide
  • Bring customer service agent insight to the inception and design of each product, so they can in turn provide better support

-
Innovation Fatigue in a Whirlwind of New Tech: How to Secure Leadership Buy-In and Build Your Innovation Engine
  • Maximize business impact by determining strategic objectives, the gaps needed to achieve them, and how your product fills those gaps
  • Devise a holistic strategy from pilot to customer adoption and embed the ability to measure progress with clear roles and accountabilities to accelerate results
  • Build ROI into implementation plans and, in turn, a business case for future innovation investment

-
Interactive Roundtable
Innovative Tech Implementation How To: Digital Transformation via Collaboration

Break down the strategies discussed among your peers and gain inspiration and insight from across the room!

Join discussions on:

  1. Attain alignment, focus, and excellence across transformation projects with Objectives and Key Results (OKRs)
  2. Achieve true customer-centricity: In-source and elevate inclusive design practices
  3. Satisfy customers and stakeholders alike with findings, results, and a new kind of roadmap

-
Start-Up Shark Tank
Get to Grips with New Tech Opportunities: Rapid Fire Tech Spotlights
  • Get an understanding of the new tech changing the face of insurance
  • Explore opportunities, trends, challenges and strategies available across the insurance value chain 

In this session, five innovative start-ups will have the opportunity to share their solution with the audience of 200+ customer service, support and experience leaders.

If you are interested in sharing how your technology or solution has had a positive impact on a big brand or has that potential, this is your opportunity for a five-minute pitch. Strictly!

Contact Josh Gordon!

Josh Gordon

Josh Gordon

Commercial Director
The Incite Group

Email: josh@incite-group.com


-
Internal Customer Service Team Strategy:
Workforce Planning and Optimization: Agents as Our Most Valuable Resource
External Customer Facing Strategy:
Social & New Digital Channels: Opportunities, Limitations and Exploitable Nuances of Each Channel

-
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 program that not only develops agents for specific roles but keeps them refreshed with the latest product information.
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. Private messaging (Facebook, WhatsApp, etc.)
  2. Crowd service and forums
  3. Self-service and FAQ pages
  4. Public social media and reviews (reputation management)
  5. Contact and call center operations

-
Scale your Support Function: When Outsourcing Works and When to Keep it Internal
  • Reduce cost and gain access to flexibility, scalability and cost management tools
  • Invest your time and money into finding the right partner and talent
  • Bring external agents on as an extension of your internal team with the same knowledge base and passion for customer success
New Platform, Less Resources: Why Self-Service is an Essential Piece of your 2020 Strategy
  • Empower your customers and reduce costs with a compelling and simple service
  • Identify what will make customers want to use self-serve tech and educate around that
  • Monitor your knowledge bases and utilize optimized search to give your frequent customers a personalized experience

-
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
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

-
Escaping the Spring Board Reputation: Support Agent Retention as an Industry-Wide Priority
  • Streamline your agent interface to eliminate “Swivel Chair” frustration
  • Continuously build confidence by incorporating mentorships and huddle meetings into agent development plans
  • Explore variable compensation and other incentivization methods
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, like twitter and reddit
  • 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

-
Closing Roundtable and Networking Opportunities – Moderated by the Chair
  • Reflect on key learnings and latest best practice
  • Set a strategy to implement these insights on your return to the office

-
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

Hot Off the Press! Get the brochure here

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