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The 9th Annual Customer Service Summit is leading the way as Incite's biggest event yet! We’ve gathered together those leading customer support, experience and contact center operations from the world’s most influential brands to set the bar for omnichannel support and ensure we are delivering an unforgettable experience.



Job Title Company
VP Client Success Allied Telecom Group
Head of Workforce Optimization Bed Bath & Beyond
Senior Manager, Social Media Voice Of The Consumer Foot Locker, Inc
Support Experience YouTube
Team Lead, Comms Strategy YouTube
Client Services Manager Boston Red Sox
Client Services Manager Boston Red Sox
Client Services Manager Boston Red Sox
Client Services Manager Boston Red Sox
Client Services Manager Boston Red Sox
Client Services Manager Boston Red Sox
Client Services Manager Boston Red Sox
Client Services Manager Boston Red Sox
SVP, Client & Sponsor Services Boston Red Sox
VP, Customer Service Boxed
Associate Director, Community Experience Bumble
Community Experience Analyst Bumble
Social Media Leader Crayola
Head of Originations Enova International
Assistant Brand Manager - Drinks Lavazza Professional
Product Support LeadYouTube
SVP, Digital Product - Messaging & Support Citi
SVP, Product Management, Bot Container Citi
Director of Client Services New York City Employees Retirement System
Quality Assurance Analyst New York City Employee's Retirement System
Manager of Medical Operations New York City Employee's Retirement System
Manager of Call Center New York City Employee's Retirement System
Senior Client Engagement Specialist New York City Employee's Retirement System
Manager of Quality Assurance New York City Employee's Retirement System
Senior Case Manager New York City Employee's Retirement System
Associate Director of Medical Operations New York City Employee's Retirement System
Manager of Customer Service New York City Employee's Retirement System
Senior Case Manager New York City Employee's Retirement System
Brand Integration Manager Colgate-Palmolive
Director Customer Care Frontier Airlines
Vice President of Customer Success General Electric
Customer Experience Partnerships Google
Customer Service Officer Heineken International
Senior Director Customer Experience Hertz
Social media Manager Hertz
National Manager, Super & Investments Westpac
Head of Product Management and Implementation Westpac
Director, Advice Finance Westpac
Director, Private Wealth Westpac
State Manager, Adviser Distribution Westpac
Senior Director, Customer Care, Customer Insights & Anecdotes Hilton
Former Director, Customer Experience HP
Global Chief Customer Officer Johnson & Johnson
Customer Experience Manager Lavazza Professional
Chief Consultant, Content & Media Strategy Lufthansa Systems
VP User Experience Marriott
SVP, Customer Experience & Engagement Mastercard
Director, Customer Service and Support Microsoft
Associate Manager Mondelez International
Associate Manager, Consumer Care Mondelez International
NA Consumer Care Lead Mondelez International
VP, Marketplace Operations Nike
Technology Customer Success Strategy Lead Northwestern Mutual
Director, Customer Service PVH Corp.
Sr. VP of Operations & Customer Care Raymour & Flanigan
Director, Customer Relations Operations Southwest Airlines
Digital Care Supervisor The Home Depot
Manager The Home Depot
Head of Digital Care Strategy The Home Depot
Head of Customer Service ThredUp
Senior Quality Analyst T-Mobile
Customer Advocacy Manager Travelers
Manager, Customer ExperienceTwitter
Engineering Director, Customer Obsession Uber
Head of Uber Eats US/C Support Uber Eats
Digital Product Manager USAA
Director USAA
Sr. Director - Customer Engagement Experience Walgreens

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Event Presentations • Event Audio • On Demand Subscription

Senior Director, Customer Experience Walmart
Director - Camp IV Returns Walmart
Director, Global Communications - Corporate Affairs Walmart
Vice President, Customer Experience Walmart
Vice President, Returns - Camp IV Walmart
Senior Vice President and Head of Growth WeWork
Senior Vice President, Loyalty & Partnerships Wyndham Hotels & Resorts
Director, Global Customer Success Operations Zenni Optical
Director, Operations Cigna
Manager of Digital Operations Cox Communications
Head of Customer Care - Americas Financial Times
Senior Manager of Guest Services Firehouse Subs
VP Digital Product Ops HBO/Warner Media
Sr. Manager Keurig Dr Pepper
Director Customer Service Operations Mary Kay Inc.
Director, Customer Service Experience Mary Kay Inc.
Customer Service and Retention Manager New York Post
LEAN Manager TD Ameritrade
Manager, Customer Service Consultants Thomson Reuters
Senior Director Customer Service Thomson Reuters
VP, Customer Experience Design AARP
Customer Support Operations Director BCLC
Chief Operating Officer BestEgg
Senior Business Development Manager Datamark
Administrative Director K & K Swim School
Alberta District Manager K & K Swim School
CEO K & K Swim School
Human Relations Director K & K Swim School
Saskatchewan District Manager K & K Swim School
Regional Marketing Manager, Americas Zendesk
Customer Retention/Utilization Strategist Medtronic
Client Advisor AARP
Call Center Quality Assurance Manager ACCC Insurance Company
Underwriting Management Developer ACCC Insurance Company
VP Marketing ACCC Insurance Company
Vice President, Global Technical Support Akamai Technologies
CEO Akwaaba World Limited
Lead – Client Success Manager Allied Telecom Group
Director, Customer Services Altitude Sports
Manager, Customer Services Altitude Sports
Chief Operating Officer American Association For Marriage And Family Therapy
Chief Revenue Officer AmplifAI
Founder & CEO AmplifAI
Head of Marketing AmplifAI
Strategic Account Executive Aptean
Business Development- International Aptean
CEO Artificial Response Technology
Chief Operating Officer Artificial Response Technology
Marketing Leader Augment HQ
Customer Service Supervisor Avery Dennison
Customer Service Supervisor Avery Dennison

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Event Presentations • Event Audio • On Demand Subscription

VP, Customer Operations Bandwidth
Director, Customer Experience Bath Fitter Distributing Inc
CEO BEit Advertising, Marketing & Designs
Director of Sales Beyondsoft Corporation
CEO BlueLeap LLC
President Call Center Coach
Director CDPHP
SVP, Internal Operations CDPHP
VP, Operations Support Services CDPHP
Director, Customer Support Cengage
Director, Customer & Faculty Support Cengene
Events Coordinator Clarabridge
Customer Service Supervisor Clarus Commerce
Sr. Manager of Customer Service Clarus Commerce
CEO Clint Salter
Community & Social Care Manager Constant Contact
Marketing Director Conversocial
Marketing Director Conversocial
Manager, Learning Solutions Support Credit Union National Association
Director Customer Experience CRMXchange
Director of Intake/Attorney Crumley Roberts
Intake Manager Crumley Roberts
Chief Executive Officer CXPA
Business Development Manager Datamark
Creative Artist Datamark
Event Coordinator datamark
Manager Billing and Reconciliation Delta Dental
Manager Contact Center Delta Dental
Project Manager II Delta Dental
TBC Delta Dental
VP, Customer Support Final Draft
Corporate Marketing Manager First Orion
Customer Care Manager First PREMIER Bank
Head of Operations Forethought.ai
Director of Customer Solutions Fortessa Tableware Solutions
Client Advocate Foundation Software
Field Marketing Manager Freshworks
Senior Manager- Client Support Frontline Education
Senior Manager, Client Support Frontline Education
Research director Gartner
Director of Business Development GC Services
Director of Business Development GC Services
Director of Business Development GC Services
MarComm GC Services
AD, Order Management Genentech
VP, Channel & Contract Management, MCCO Genentech
Events Marketing Manager Guru
events manager Helpshift
VP of Client Support Intellum
Lead Technical Support Specialist Intellum, Inc.

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription

Manager, Marketing Interactions
Senior Director, Marketing Knoah Solutions
Chief Customer Officer LaunchGood Inc.
Chief Operations Officer LaunchGood Inc.
Support Quality Analyst Looker
Senior Director of Client Success Manzama
Director, ECS Customer Care Marlin
Director of Communications Merrick Pet Care
Pet Parent Relations Manager Merrick Pet Care
Customer Relations Metro Vancouver
Senior Manager, Client Solutions National Apartment Association
Creditor Escalations Manager National Debt Relief
Escalations Support Manager National Debt Relief
Retention Manager National Debt Relief
Site Director National Debt Relief
Program Manager National Geographic Society
Supervisor, Social Care Team Navy Federal Credit Union
Marketing Netomi
Sr. Client Services Specialist NIC
Community Services Officer Ocean Reef Community Associations
President Press 2 for Spanish
Director of Customer Support PAR, Inc
PlusONE Program Manager Power Design
CEO Press 2 for Spanish
Manager QContact
Area Manger Raya Holding
Director of Support Re/Max Integra
Customer Service Manager Refrigiwear, Inc
Director of Support Relias
VP Client Care Relias
CX Manager Saje Natural Wellness
Sr. CX Manager Saje Natural Wellness
Programs Design Section Manager Saudi Telecom
Senior Director, Sustainer Experience Save the Children
customer service & marketing SGS del Peru S.A.C.
Customer Care Manager SKS Bottle and Packaging Inc
Chief Business Development Officer Smooch Technologies
Vice President & Sr Client Partner Sutherland Global Services
Customer Experience Manager SXSW
Senior Director, Global Digital CX Strategy Sykes Enterprises Inc
AVP, Social Media Community Manager Synchrony
Director of Customer Experience TomboyX
Manager of Customer Support, Marketplace Udemy
Head of Field and Events Marketing Unbabel
Manager USAC
CEO Vanilla Forums
Vice President of Marketing Vanilla Forums
Vice President of Sales Vanilla Forums
VP - Customer Support Verisk Analytics
Director, Tourism Services VisitPITTSBURGH
Vice President, Destination Services VisitPITTSBURGH
Director of Business Development World Connection
Supervisor WPS
Senior Director, Vendor & Workforce Management Ww
Sr. Manager, Vendor Partner Operations Ww
Corporate living and Relocation www.staynovo.com
Senior Sales Executive Zoho Corporation Ltd
Senior Sales Executive Zoho Corporation Ltd
- Zoho Corporation Ltd
Head of Care EMEA Aircall
Vice President Capgemini
Director, 311 Customer Service City of Dallas
Director, Business Development Cogito
Social Media Leader Crayola
Digital Marketing Manager Digital Control Inc.
Director of Business Development and Client Relations Gold Mountain Communications
Community Manager Google
Director of Support JobNimbus
Support Training Manager JobNimbus
Director of Corporate Marketing LiveVox
ASSISTANCE GENERAL MANAGER MAPFRE
Head of Growth & Partnerships Mavenoid
Vice President, Pension and Corporate Services OMERS
Senior Coordinator, Supporter Experience Center Save the Children
Head of Customer Service Sesame Care
Customer Service Supervisor Shimano
Social Care Team Lead Shopify
Senior Manager, Product Operations Shutterstock
SVP Research Trend Hunter
Manager of Patient Experience UCHealth
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Linne Fulcher, Vice President, Returns, Walmart

“Experience means more and more to customers every day. We see the Customer Service Summit as a place to share ideas, learn best practices and perhaps challenge ourselves on new ways to see this problem and the potential solutions waiting to be found.” Linne Fulcher, Vice President, Returns, Walmart

Aneel Jaeel, Senior Vice President of Customer Success Group, McAfee

“Customer service gains an immense amount of customer intelligence that can then be fed back into the business to further improve the customer experience. This is a consistently overlooked value that cannot be fully realized if services are treated as solely a COGS. Bringing industry leaders together to share successes and show the importance of Customer Service is one way we can further stress its importance as a priority for business. Service needs a seat at the table, and the visibility that groups and conferences like this bring, help enforce that message.” Aneel Jaeel, Senior Vice President of Customer Success Group, McAfee

Wyndham Hotels & Resorts

“The Customer Service Summit brings together leaders from some of the world’s most influential brands across multiple industries to create meaningful dialogue around how to innovate and elevate not just customer service but the full end-to-end customer experience. It’s a tremendous opportunity to learn from others outside your space and bring best practices back to your own organization.” Eliot Hamlisch, Senior Vice President, Global Loyalty & Partnerships, Wyndham Hotels & Resorts

Michelle Huenink, Director, Customer Service and Support, Microsoft

“The Customer Service Summit is a great opportunity to come together with likeminded CX leaders across several influential companies around the globe. It’s the chance to learn from the industry best, network, gain best practices and be a part of the transformation happening within the customer service industry. I’m looking forward to hearing industry trends, learning about work happening around automation, proactive support, and organizational transformation.” Michelle Huenink, Director, Customer Service and Support, Microsoft

Frankie Saucier, Head of Digital, Care Strategy, The Home Depot

“I prioritize attending the Customer Service Summit because I find the topics quite relevant to my areas of interest. The information I take from the conference is actionable, and that helps because I can leave the conference and immediately put to use the knowledge I gained while attending. Also, I find that the connections I make at the conference are quite valuable. The strong relationships I’ve built from attending this conference have continued to help me throughout the years.” Frankie Saucier, Head of Digital, Care Strategy, The Home Depot

Amine Ayad, Head of Workforce, Optimisation, Bed, Bath & Beyond

“Customer Service Summit is an important meeting because it offers a unique opportunity for industry experts and reputable thought leaders to exchange information and expertise. It is designed to tackle practical business situations while thinking and planning for the future.” Amine Ayad, Head of Workforce, Optimisation, Bed, Bath & Beyond

Samuel Lee, Senior Vice President and Head of Growth, WeWork

“I’m looking forward to participating in this year’s Customer Service Summit. CX is a fast evolving discipline and, when done right, is the lynchpin to unlock account-based success and same store growth in the B2B market. I look forward to comparing strategies, org design, and technology used with CX peers and growth experts.” Samuel Lee, Senior Vice President and Head of Growth, WeWork

Michelle Buckely, Director of Operations, Customer Relations Rapid Rewards, Southwest Airlines

“The Customer Service Summit brings high-level leaders together from a variety of industries to learn from each other and network. We all have at least one thing in common – we’re passionate about Customer care. The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” Michelle Buckely, Director of Operations, Customer Relations Rapid Rewards, Southwest Airlines

Rob Lawson, Customer Experience Partnerships, Google

“Connecting to discuss and share strategies for customer experience is crucial to the success of companies. The Summit brings together leaders from brands and tech experts to converge and build on the customer service ecosystem. Customers are clearly the most important pieces in the sales of products, and it’s critical that companies anticipate their future needs and focus on how to keep them engaged” Rob Lawson, Customer Experience Partnerships, Google

Diane Haluszka, Director, Customer Service, PVH

“The CS Summit is an important meeting because it not only gives you the opportunity to network with other leaders in the CS industry, but the topics are relevant to what we need to know now. Customer Service is a forever evolving and adapting industry, not only to technology trends but to the consumer needs. If we do not take the opportunity to understand and follow those trends, we will always be behind. ” Diane Haluszka, Director, Customer Service, PVH

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

“Our customers are coming to us to make a transition from a traditionally full-service retail experience to shopping online for their prescription eyewear. As a customer service team, how do we bridge that gap and make it easy for our customers so they come back? Participating in the Customer Service Summit and sharing strategies, learnings, and drawing new ideas is critical to our brand being successful in helping our customers make a positive leap forward to affordable prescription eyewear. ” Jeff Huang, Director, Global Customer Success Operations, ZENNI Optical

David Kocher, Vice President of Customer Success, GE Digital

“Very often lines are drawn between B2B and B2C experiences. My interactions with B2B customers shows that line is very blurry and their expectations are now consistent with B2C experiences. I seek to leverage what’s being done in B2C and translate that to the B2B world. I believe the Customer Service Summit will give me exposure to the most valuable B2C best practices” David Kocher, Vice President of Customer Success, GE Digital

Brian Schwarz, Chief Operations Officer, Raymour & Flanigan

“In the continuing evolving retail and services industries, companies are spending a lot of resources on trying to differentiate themselves from their competitors. Consumers have more choice than at any other time in our history, so they can be very discerning with where they choose to spend their money. The overwhelming majority of products are becoming commodities, denying the producer and retailer alike the ability to differentiate based on product offerings. That leaves the customer experience as the primary platform in which to differentiate. Retail and service industry players need to understand the gap between what they currently offer with regards to the customer experience, what other industry players are offering, and what the consumer is demanding. In this environment, to tread water is to fall behind. Innovating just a little will barely keep up with new trends. To actually get ahead, a company has be to laser-focused on innovation. The Customer Service Summit is an opportunity to not only see what the consumer wants but also to see what innovations are being developed.” Brian Schwarz, Chief Operations Officer, Raymour & Flanigan

Trista Miller, Director, Customer Care, Frontier Airlines

“The Customer Service Summit brings customer experience leaders together from many different industries. It is a unique opportunity to meet with thought leaders and share the latest insights, best practices, and technology in the everchanging field of CX. During this conference, I hope to walk away with ideas on how we evolve customer care in the future as it can be a strategic differentiator for customer experience.” Trista Miller, Director, Customer Care, Frontier Airlines

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

“Allied Telecom’s executive leadership has determined that attendance at the Customer Service Summit is important for many reasons. We believe that the networking opportunities are outstanding and will provide a limitless ROI. Each contact made at the Summit is an opportunity to learn best practices, software and vendor recommendations, and to develop relationships with industry leaders that are facing the same challenges that we do. Additionally, the learning tracks provide a best in class client experience, that when implemented will improve our external and internal clients’ experiences.” Melanie Jameson, Vice President, Client Success, Allied Telecom Group

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

“I feel as though the customer service summit is an important meeting for many reasons but most importantly being able to gather leaders in the services industry from various different outlets is instrumental in allowing other companies and organization to learn and grow. You can always improve and be better when it comes to servicing so what better way to learn new ideas and techniques to improve upon what you’re currently utilizing than through a summit such as this. Lastly, it’s important to network amongst your peers to grow and learn and this allows that opportunity. ” Marcell Bhangoo, Senior Vice President, Client & Sponsor Services, Boston Red Sox

Jasmine Kees

Jasmine Kees

Global Project Director
Incite Group

UK: 44 (0) 207 375 7532

Email: jasmine@incite-group.com