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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!


DAY 1: October 23rd, 2019

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
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

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 Robin Caswell Head of EMEA Conversocial

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

09:20
AM

Interested in speaking on this panel?

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

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 Mai Le Director, Customer Obsession Uber

Mastercard Lance Gruner Executive Vice President, Global Customer Care Mastercard

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

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

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

Register Now

Discount ends THIS FRIDAY! Save $50 with our Last Chance discount.




DAY 2: October 24th, 2019


-
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?
09:00
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

Speaker to be confirmed

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 Nina Brown Vice President of Client Solutions DATAMARK

09:40
AM
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

A representative of Mastercard

10:00
AM
The Power of Conversational AI and How it Can Transform CX
  • Implementing AI with a customer-first strategy to avoid ineffective systems that infuriate consumers
  • Learn how conversational AI coupled with human understanding is being leveraged by leading global brands to transform CX and increase customer engagement, while also providing significant and demonstrable operational savings.

Interactions Priyanka Tiwari Director of Product Marketing Interactions

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

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.

Contact Josh Gordon!

Josh Gordon

Josh Gordon

Commercial Director
The Incite Group

Email: josh@incite-group.com

04:15
PM
Interactive Panel Discussion
TBC
04:55
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

05:15
PM
Closing Remarks from The Incite Group
05:20
PM
Closing Roundtable and Networking Opportunities – Moderated by the Chair
  • Reflect on key learnings and latest best practiceSet a strategy to implement these insights on your return to the office

DAY 1: October 23rd, 2019

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 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

PVH Corp. Diane Haluszka Director, Customer Service PVH Corp.

12:15
PM
Sponsorship Opportunities Available

If you are interested in sharing how your technology or service has had a positive impact on a big brand, contact Josh Gordon via josh@incite-group.com

12:35
PM
The Growth Specialist: Customer Consultation as the New Customer Service
  • Accelerating customer growth through service consultations
  • Proactively engaging cx pain points through data driven analysis
  • Creating thoughtful journey maps of entire customer lifetime value
  • Balancing innovation with structured process for efficiency
  • Eliminate cost-center mentality by incorporating customer feedback throughout your organization

WeWork Samuel Lee Senior Vice President, Head of Growth WeWork

12:55
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 Donald Hicks Vice President, Customer Experience Twitter

Supercharge Customer Support Agents
04:00
PM
2020 Expectations: The Support Agent of the Future and a Customer-Centric Shift
  • Shift away from policy and toward a purpose-led and customer-centric culture to improve team member engagement
  • 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

Hilton Josh Ramsey Senior Director, Customer Care Hilton

04:20
PM
Sponsorship Opportunities Available

If you are interested in sharing how your technology or service has had a positive impact on a big brand, contact Josh Gordon via josh@incite-group.com

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 Rami Sarabi Senior Director, Customer Service Tarte

thredUP Emily Marcogliese Head Of Customer Service thredUP

Register Now

Discount ends THIS FRIDAY! Save $50 with our Last Chance discount.




DAY 2: October 24th, 2019

Internal Customer Service Team Strategy:
Workforce Planning and Optimization: Agents as Our Most Valuable Resource
11:05
AM
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?
11:15
AM
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

PVH Corp. Diane Haluszka Director, Customer Service PVH Corp.

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

12:15
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

01:55
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

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

02:35
PM
Sponsorship Opportunities Available

If you are interested in sharing how your technology or service has had a positive impact on a big brand, contact Josh Gordon via josh@incite-group.com

03:55
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.


DAY 1: October 23rd, 2019

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

Home Depot Frankie Saucier Head of Digital Care Strategy Home Depot

Clarabridge Sid Banerjee Founder Clarabridge

Smooch Warren Levitan Cofounder and CEO Smooch

12:15
PM
Preparing your Team for the Era of Customer Service Automation: How Helpshift Customers Are Achieving >50% Automation
  • Which digital channels show the most promise
  • What strategies are most effective and how to think about the business case
  • How far along are others

Helpshift Abinash Tripathy Founder & Strategy Helpshift

12:35
PM
tbc
12:55
PM
B2B Customer Experience: Reliable, Seamless & Proactive

Johnson & Johnson Chester Twigg Global Chief Customer Officer Johnson & Johnson

Strengthen Your Brand & Retain Customers with Best in Class Customer Support
04:00
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

04:20
PM
Sponsorship Opportunities Available

If you are interested in sharing how your technology or service has had a positive impact on a big brand, contact Josh Gordon via josh@incite-group.com

04:40
PM

Interested in speaking on this panel?

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

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 Brad Maglinger Vice President, Digital Marriott International

AARP Celika Caldwell Vice President of Customer Experience Design AARP

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

Microsoft Michelle Huenink Director, Customer Service and Support Microsoft

Register Now

Discount ends THIS FRIDAY! Save $50 with our Last Chance discount.




DAY 2: October 24th, 2019

External Customer Facing Strategy:
Social & New Digital Channels: Opportunities, Limitations and Exploitable Nuances of Each Channel
11:05
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?
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

Google Rob Lawson Customer Experience Partnerships Google

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

12:15
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 Schano Senior Vice President, Digital Product - Messaging & Support Citi

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

SYKES Sarah Grace McCandless Senior Director, Global Digital CX Strategy SYKES

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

02:35
PM
Digital CX: Strategic Partnerships to Create CS and Brand Love Social Engagement at Scale
  • Finding the right partner for ramping to successful 24/7 social operations
  • The importance of trust in social partnerships and developing digital CX teams as PR ambassadors
  • Thinking beyond support: why brand love matters and how to operationalize efforts in social

SYKES Sarah Grace McCandless Senior Director, Global Digital CX Strategy SYKES

Google Kathleen Garrity Head of Social Care and Community Engagement for @madebygoogle, @googlenest, @googlestadia Google

03:55
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, 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

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

Uber Mai Le Director, Customer Obsession Uber

Mastercard Lance Gruner Executive Vice President, Global Customer Care Mastercard

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

PVH Corp. Diane Haluszka Director, Customer Service PVH Corp.

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 Rami Sarabi Senior Director, Customer Service Tarte

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 Brad Maglinger Vice President, Digital Marriott International

AARP Celika Caldwell Vice President of Customer Experience Design AARP

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

Register Now

Discount ends THIS FRIDAY! Save $50 with our Last Chance discount.


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

11:15
AM
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

PVH Corp. Diane Haluszka Director, Customer Service PVH Corp.

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

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

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

SYKES Sarah Grace McCandless Senior Director, Global Digital CX Strategy SYKES

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

04:15
PM
Interactive Panel Discussion

TBC

DAY 1: October 23rd, 2019

NEW BREAK OUT: Interactive Classroom Style Workshops
02:45

03:30
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.

Omnichannel Support

Customers expect to be receive support through their channel of their choice, anytime, anywhere. However, what happens when those channels aren’t linked and communication is not personalized. In this workshop, we take a look at how businesses can synchronize channels to deliver personalized, omnichannel support.

Employee Effectiveness & Working with 3rd Parties

Your agents are your most valuable resource. How are you equipping them to serve in the best possible way? As enquires become more complex and frequent, it’s never been more important to empower your agents with the most effective tools and strategies to deliver the ultimate customer experience.

Artificial Intelligence & the Advent of Augmented Intelligence

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.

Asynchronous Messaging

The future of customer service is asynchronous.

As conversational messaging becomes an essential piece of any omnichannel strategy, businesses are able to gather customer information faster and eliminate inefficient repetition. But what sort of an investment is this and how can businesses implement it seamlessly into their support strategy?


DAY 1: October 23rd, 2019

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
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

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 Robin Caswell Head of EMEA Conversocial

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

09:20
AM

Interested in speaking on this panel?

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

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 Mai Le Director, Customer Obsession Uber

Mastercard Lance Gruner Executive Vice President, Global Customer Care Mastercard

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

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

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

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 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

PVH Corp. Diane Haluszka Director, Customer Service PVH Corp.

12:15
PM
Sponsorship Opportunities Available

If you are interested in sharing how your technology or service has had a positive impact on a big brand, contact Josh Gordon via josh@incite-group.com

12:35
PM
The Growth Specialist: Customer Consultation as the New Customer Service
  • Accelerating customer growth through service consultations
  • Proactively engaging cx pain points through data driven analysis
  • Creating thoughtful journey maps of entire customer lifetime value
  • Balancing innovation with structured process for efficiency
  • Eliminate cost-center mentality by incorporating customer feedback throughout your organization

WeWork Samuel Lee Senior Vice President, Head of Growth WeWork

12:55
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 Donald Hicks Vice President, Customer Experience Twitter

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

Home Depot Frankie Saucier Head of Digital Care Strategy Home Depot

Clarabridge Sid Banerjee Founder Clarabridge

Smooch Warren Levitan Cofounder and CEO Smooch

12:15
PM
Preparing your Team for the Era of Customer Service Automation: How Helpshift Customers Are Achieving >50% Automation
  • Which digital channels show the most promise
  • What strategies are most effective and how to think about the business case
  • How far along are others

Helpshift Abinash Tripathy Founder & Strategy Helpshift

12:35
PM
tbc
12:55
PM
B2B Customer Experience: Reliable, Seamless & Proactive

Johnson & Johnson Chester Twigg Global Chief Customer Officer Johnson & Johnson

NEW BREAK OUT: Interactive Classroom Style Workshops
02:45

03:30
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.

Omnichannel Support

Customers expect to be receive support through their channel of their choice, anytime, anywhere. However, what happens when those channels aren’t linked and communication is not personalized. In this workshop, we take a look at how businesses can synchronize channels to deliver personalized, omnichannel support.

Employee Effectiveness & Working with 3rd Parties

Your agents are your most valuable resource. How are you equipping them to serve in the best possible way? As enquires become more complex and frequent, it’s never been more important to empower your agents with the most effective tools and strategies to deliver the ultimate customer experience.

Artificial Intelligence & the Advent of Augmented Intelligence

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.

Asynchronous Messaging

The future of customer service is asynchronous.

As conversational messaging becomes an essential piece of any omnichannel strategy, businesses are able to gather customer information faster and eliminate inefficient repetition. But what sort of an investment is this and how can businesses implement it seamlessly into their support strategy?

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Discount ends THIS FRIDAY! Save $50 with our Last Chance discount.



Supercharge Customer Support Agents
04:00
PM
2020 Expectations: The Support Agent of the Future and a Customer-Centric Shift
  • Shift away from policy and toward a purpose-led and customer-centric culture to improve team member engagement
  • 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

Hilton Josh Ramsey Senior Director, Customer Care Hilton

04:20
PM
Sponsorship Opportunities Available

If you are interested in sharing how your technology or service has had a positive impact on a big brand, contact Josh Gordon via josh@incite-group.com

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 Rami Sarabi Senior Director, Customer Service Tarte

thredUP Emily Marcogliese Head Of Customer Service thredUP

Strengthen Your Brand & Retain Customers with Best in Class Customer Support
04:00
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

04:20
PM
Sponsorship Opportunities Available

If you are interested in sharing how your technology or service has had a positive impact on a big brand, contact Josh Gordon via josh@incite-group.com

04:40
PM

Interested in speaking on this panel?

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

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 Brad Maglinger Vice President, Digital Marriott International

AARP Celika Caldwell Vice President of Customer Experience Design AARP

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

Microsoft Michelle Huenink Director, Customer Service and Support Microsoft


DAY 2: October 24th, 2019


-
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?
09:00
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

Speaker to be confirmed

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 Nina Brown Vice President of Client Solutions DATAMARK

09:40
AM
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

A representative of Mastercard

10:00
AM
The Power of Conversational AI and How it Can Transform CX
  • Implementing AI with a customer-first strategy to avoid ineffective systems that infuriate consumers
  • Learn how conversational AI coupled with human understanding is being leveraged by leading global brands to transform CX and increase customer engagement, while also providing significant and demonstrable operational savings.

Interactions Priyanka Tiwari Director of Product Marketing Interactions

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

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.

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
11:05
AM
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?
11:15
AM
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

PVH Corp. Diane Haluszka Director, Customer Service PVH Corp.

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

12:15
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

External Customer Facing Strategy:
Social & New Digital Channels: Opportunities, Limitations and Exploitable Nuances of Each Channel
11:05
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?
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

Google Rob Lawson Customer Experience Partnerships Google

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

12:15
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 Schano Senior Vice President, Digital Product - Messaging & Support Citi

Register Now

Discount ends THIS FRIDAY! Save $50 with our Last Chance discount.



01:55
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

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

02:35
PM
Sponsorship Opportunities Available

If you are interested in sharing how your technology or service has had a positive impact on a big brand, contact Josh Gordon via josh@incite-group.com

03:55
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.

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

SYKES Sarah Grace McCandless Senior Director, Global Digital CX Strategy SYKES

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

02:35
PM
Digital CX: Strategic Partnerships to Create CS and Brand Love Social Engagement at Scale
  • Finding the right partner for ramping to successful 24/7 social operations
  • The importance of trust in social partnerships and developing digital CX teams as PR ambassadors
  • Thinking beyond support: why brand love matters and how to operationalize efforts in social

SYKES Sarah Grace McCandless Senior Director, Global Digital CX Strategy SYKES

Google Kathleen Garrity Head of Social Care and Community Engagement for @madebygoogle, @googlenest, @googlestadia Google

03:55
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, 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

Microsoft Michelle Huenink Director, Customer Service and Support Microsoft

04:15
PM
Interactive Panel Discussion
TBC
04:55
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

05:15
PM
Closing Remarks from The Incite Group
05:20
PM
Closing Roundtable and Networking Opportunities – Moderated by the Chair
  • Reflect on key learnings and latest best practiceSet a strategy to implement these insights on your return to the office
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 Updated Brochure Here

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