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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 SuccessAllied Telecom Group
Head of Workforce OptimizationBed Bath & Beyond
Senior Manager, Social Media Voice Of The ConsumerFoot Locker, Inc
Support Experience YouTube
Team Lead, Comms StrategyYouTube
Client Services ManagerBoston Red Sox
Client Services ManagerBoston Red Sox
Client Services ManagerBoston Red Sox
Client Services ManagerBoston Red Sox
Client Services ManagerBoston Red Sox
Client Services ManagerBoston Red Sox
Client Services ManagerBoston Red Sox
Client Services ManagerBoston Red Sox
SVP, Client & Sponsor ServicesBoston Red Sox
VP, Customer ServiceBoxed
Associate Director, Community ExperienceBumble
Community Experience AnalystBumble
Social Media LeaderCrayola
Head of OriginationsEnova International
Assistant Brand Manager - DrinksLavazza Professional
Product Support LeadYouTube
SVP, Digital Product - Messaging & SupportCiti
SVP, Product Management, Bot ContainerCiti
Director of Client ServicesNew York City Employees Retirement System
Quality Assurance AnalystNew York City Employee's Retirement System
Manager of Medical OperationsNew York City Employee's Retirement System
Manager of Call CenterNew York City Employee's Retirement System
Senior Client Engagement SpecialistNew York City Employee's Retirement System
Manager of Quality AssuranceNew York City Employee's Retirement System
Senior Case ManagerNew York City Employee's Retirement System
Associate Director of Medical OperationsNew York City Employee's Retirement System
Manager of Customer ServiceNew York City Employee's Retirement System
Senior Case ManagerNew York City Employee's Retirement System
Brand Integration ManagerColgate-Palmolive
Director Customer CareFrontier Airlines
Vice President of Customer SuccessGeneral Electric
Customer Experience PartnershipsGoogle
Customer Service OfficerHeineken International
Senior Director Customer ExperienceHertz
Social media ManagerHertz
National Manager, Super & InvestmentsWestpac
Head of Product Management and ImplementationWestpac
Director, Advice FinanceWestpac
Director, Private WealthWestpac
State Manager, Adviser DistributionWestpac
Senior Director, Customer Care, Customer Insights & AnecdotesHilton
Former Director, Customer ExperienceHP
Global Chief Customer OfficerJohnson & Johnson
Customer Experience ManagerLavazza Professional
Chief Consultant, Content & Media StrategyLufthansa Systems
VP User ExperienceMarriott
SVP, Customer Experience & EngagementMastercard
Director, Customer Service and SupportMicrosoft
Associate ManagerMondelez International
Associate Manager, Consumer CareMondelez International
NA Consumer Care LeadMondelez International
VP, Marketplace OperationsNike
Technology Customer Success Strategy LeadNorthwestern Mutual
Director, Customer ServicePVH Corp.
Sr. VP of Operations & Customer CareRaymour & Flanigan
Director, Customer Relations OperationsSouthwest Airlines
Digital Care SupervisorThe Home Depot
ManagerThe Home Depot
Head of Digital Care StrategyThe Home Depot
Head of Customer ServiceThredUp
Senior Quality AnalystT-Mobile
Customer Advocacy ManagerTravelers
Manager, Customer ExperienceTwitter
Engineering Director, Customer ObsessionUber
Head of Uber Eats US/C SupportUber Eats
Digital Product ManagerUSAA
DirectorUSAA
Sr. Director - Customer Engagement ExperienceWalgreens

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Senior Director, Customer ExperienceWalmart
Director - Camp IV ReturnsWalmart
Director, Global Communications - Corporate AffairsWalmart
Vice President, Customer ExperienceWalmart
Vice President, Returns - Camp IVWalmart
Senior Vice President and Head of GrowthWeWork
Senior Vice President, Loyalty & PartnershipsWyndham Hotels & Resorts
Director, Global Customer Success OperationsZenni Optical
Director, OperationsCigna
Manager of Digital OperationsCox Communications
Head of Customer Care - AmericasFinancial Times
Senior Manager of Guest ServicesFirehouse Subs
VP Digital Product OpsHBO/Warner Media
Sr. ManagerKeurig Dr Pepper
Director Customer Service OperationsMary Kay Inc.
Director, Customer Service ExperienceMary Kay Inc.
Customer Service and Retention ManagerNew York Post
LEAN ManagerTD Ameritrade
Manager, Customer Service ConsultantsThomson Reuters
Senior Director Customer ServiceThomson Reuters
VP, Customer Experience DesignAARP
Customer Support Operations DirectorBCLC
Chief Operating OfficerBestEgg
Senior Business Development ManagerDatamark
Administrative DirectorK & K Swim School
Alberta District ManagerK & K Swim School
CEOK & K Swim School
Human Relations DirectorK & K Swim School
Saskatchewan District ManagerK & K Swim School
Regional Marketing Manager, AmericasZendesk
Customer Retention/Utilization StrategistMedtronic
Client AdvisorAARP
Call Center Quality Assurance ManagerACCC Insurance Company
Underwriting Management DeveloperACCC Insurance Company
VP MarketingACCC Insurance Company
Vice President, Global Technical SupportAkamai Technologies
CEOAkwaaba World Limited
Lead – Client Success ManagerAllied Telecom Group
Director, Customer ServicesAltitude Sports
Manager, Customer ServicesAltitude Sports
Chief Operating OfficerAmerican Association For Marriage And Family Therapy
Chief Revenue OfficerAmplifAI
Founder & CEOAmplifAI
Head of MarketingAmplifAI
Strategic Account ExecutiveAptean
Business Development- InternationalAptean
CEOArtificial Response Technology
Chief Operating OfficerArtificial Response Technology
Marketing LeaderAugment HQ
Customer Service SupervisorAvery Dennison
Customer Service SupervisorAvery Dennison

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VP, Customer OperationsBandwidth
Director, Customer ExperienceBath Fitter Distributing Inc
CEOBEit Advertising, Marketing & Designs
Director of SalesBeyondsoft Corporation
CEOBlueLeap LLC
PresidentCall Center Coach
DirectorCDPHP
SVP, Internal OperationsCDPHP
VP, Operations Support ServicesCDPHP
Director, Customer SupportCengage
Director, Customer & Faculty SupportCengene
Events CoordinatorClarabridge
Customer Service SupervisorClarus Commerce
Sr. Manager of Customer ServiceClarus Commerce
CEOClint Salter
Community & Social Care ManagerConstant Contact
Marketing DirectorConversocial
Marketing DirectorConversocial
Manager, Learning Solutions SupportCredit Union National Association
Director Customer ExperienceCRMXchange
Director of Intake/AttorneyCrumley Roberts
Intake ManagerCrumley Roberts
Chief Executive OfficerCXPA
Business Development ManagerDatamark
Creative ArtistDatamark
Event Coordinatordatamark
Manager Billing and ReconciliationDelta Dental
Manager Contact CenterDelta Dental
Project Manager IIDelta Dental
TBCDelta Dental
VP, Customer SupportFinal Draft
Corporate Marketing ManagerFirst Orion
Customer Care ManagerFirst PREMIER Bank
Head of OperationsForethought.ai
Director of Customer SolutionsFortessa Tableware Solutions
Client AdvocateFoundation Software
Field Marketing ManagerFreshworks
Senior Manager- Client SupportFrontline Education
Senior Manager, Client SupportFrontline Education
Research directorGartner
Director of Business DevelopmentGC Services
Director of Business DevelopmentGC Services
Director of Business DevelopmentGC Services
MarCommGC Services
AD, Order ManagementGenentech
VP, Channel & Contract Management, MCCOGenentech
Events Marketing ManagerGuru
events managerHelpshift
VP of Client SupportIntellum
Lead Technical Support SpecialistIntellum, Inc.

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Manager, MarketingInteractions
Senior Director, MarketingKnoah Solutions
Chief Customer OfficerLaunchGood Inc.
Chief Operations OfficerLaunchGood Inc.
Support Quality AnalystLooker
Senior Director of Client SuccessManzama
Director, ECS Customer CareMarlin
Director of CommunicationsMerrick Pet Care
Pet Parent Relations ManagerMerrick Pet Care
Customer RelationsMetro Vancouver
Senior Manager, Client SolutionsNational Apartment Association
Creditor Escalations ManagerNational Debt Relief
Escalations Support ManagerNational Debt Relief
Retention ManagerNational Debt Relief
Site DirectorNational Debt Relief
Program ManagerNational Geographic Society
Supervisor, Social Care TeamNavy Federal Credit Union
MarketingNetomi
Sr. Client Services SpecialistNIC
Community Services OfficerOcean Reef Community Associations
PresidentPress 2 for Spanish
Director of Customer SupportPAR, Inc
PlusONE Program ManagerPower Design
CEOPress 2 for Spanish
ManagerQContact
Area MangerRaya Holding
Director of SupportRe/Max Integra
Customer Service ManagerRefrigiwear, Inc
Director of SupportRelias
VP Client CareRelias
CX ManagerSaje Natural Wellness
Sr. CX ManagerSaje Natural Wellness
Programs Design Section ManagerSaudi Telecom
Senior Director, Sustainer ExperienceSave the Children
customer service & marketingSGS del Peru S.A.C.
Customer Care ManagerSKS Bottle and Packaging Inc
Chief Business Development OfficerSmooch Technologies
Vice President & Sr Client PartnerSutherland Global Services
Customer Experience ManagerSXSW
Senior Director, Global Digital CX StrategySykes Enterprises Inc
AVP, Social Media Community ManagerSynchrony
Director of Customer ExperienceTomboyX
Manager of Customer Support, MarketplaceUdemy
Head of Field and Events MarketingUnbabel
ManagerUSAC
CEOVanilla Forums
Vice President of MarketingVanilla Forums
Vice President of SalesVanilla Forums
VP - Customer SupportVerisk Analytics
Director, Tourism ServicesVisitPITTSBURGH
Vice President, Destination ServicesVisitPITTSBURGH
Director of Business DevelopmentWorld Connection
SupervisorWPS
Senior Director, Vendor & Workforce ManagementWw
Sr. Manager, Vendor Partner OperationsWw
Corporate living and Relocationwww.staynovo.com
Senior Sales ExecutiveZoho Corporation Ltd
Senior Sales ExecutiveZoho Corporation Ltd
-Zoho Corporation Ltd
Head of Care EMEAAircall
Vice PresidentCapgemini
Director, 311 Customer ServiceCity of Dallas
Director, Business DevelopmentCogito
Social Media LeaderCrayola
Digital Marketing ManagerDigital Control Inc.
Director of Business Development and Client RelationsGold Mountain Communications
Community ManagerGoogle
Director of SupportJobNimbus
Support Training ManagerJobNimbus
Director of Corporate MarketingLiveVox
ASSISTANCE GENERAL MANAGERMAPFRE
Head of Growth & PartnershipsMavenoid
Vice President, Pension and Corporate ServicesOMERS
Senior Coordinator, Supporter Experience CenterSave the Children
Head of Customer ServiceSesame Care
Customer Service SupervisorShimano
Social Care Team LeadShopify
Senior Manager, Product OperationsShutterstock
SVP ResearchTrend Hunter
Manager of Patient ExperienceUCHealth
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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

Aaron Jackson

Aaron Jackson

Head of Strategy
Incite Group

UK: +44 (0) 207 375 7244

Email: aaron@incite-group.com

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Full speaker list • Full conference agenda • Audience breakdown