The Zendesk Showcase lands in cities across the globe to bring customer experience leaders together. In one day, we’ll share great conversations, the freshest Zendesk product updates, and stories from innovative brands who make the most of Zendesk. Most importantly, you’ll connect with people who care about customer experience as much as you do.

Why attend?

Join +1000 European brands, retailers, industry leaders and peers to learn about the latest trends and innovations in customer experience: connected CRM, artificial intelligence, omnichannel, consumer trends… This is a unique opportunity to learn how to take your customer experience to the next level.

Who should attend? 

You might be a Zendesk customer or an industry professional – all are welcome and will find relevant content. Common professionals who are attending the event are CTOs, CIOs, Heads of Customer Experience, Customer Service Directors, Marketing Directors, Customer Service Managers, and of course many more.



08:00 - 09:00

Registrations & Breakfast

09:00 - 09:15

Welcome to Zendesk Showcase EMEA

Sarah Reed, Senior Director of Events, Zendesk

09:15 - 10:25

CEO keynote: Break Free

Mikkel Svane, Zendesk’s Founder and CEO; Adrian McDermott, President of Products, Zendesk with special guests

Customer expectations are changing so rapidly that what is extraordinary today becomes ordinary tomorrow. Join Zendesk CEO Mikkel Svane, as he explains how to break free from the old ways of doing things in order to change with your customers. He’ll also make some surprise announcements along the way.

Zendesk President of Products Adrian McDermott will join to unveil Zendesk’s product vision. You’ll see how it will help you keep delivering the experiences your customers want.

10:25 - 11:00

Featured keynote

Presentation: The customer-centric approach to financial services

Jason Maude, Chief Technology Advocate, Starling Bank

11:00 - 11:30

Coffee/Tea Break

11:30 - 12:00

Track 1

Zendesk Products and Customer Solutions

Presentation: Platform: Bring on the Sunshine

Luke Behnke, Vice President, Product, Zendesk; Cynthia Mak, Manager Customer Service, BESTSELLER E-commerce; 

It’s time to break free from legacy CRM platforms and deliver the experience your customers deserve. Join Cynthia Mak (BESTSELLER E-commerce) and our platform product management team to hear how customers and partners are taking advantage of the best that Sunshine has to offer. We’ve made some exciting updates to Sunshine since our launch, so this session is not to be missed.

Track 2

Transforming your CX

Presentation: Make the most of the top CX trends for 2019

Prelini Udayan-Chiechi, VP, Marketing, EMEA; Grégoire Leclercq, Deputy Managing Director, EBP

Curious how your support team compares to the competition? In this riveting session, you’ll understand how well your team is doing relative to your peers. You’ll also learn about the biggest trends in customer service based on insights from 45,000+ support teams across the globe. Hear from Zendesk’s data team about what support teams need to do to succeed in the coming year.

Track 3

Growing and Scaling your CX

Presentation: Take a team-centric approach to smarter self-service for better customer experiences

Jason Maynard, VP and GM, Guide, Zendesk; Walter Jooste, Operations Excellence Manager, Prodigy Finance

It is no secret that self-service has become the preferred support channel by customers and businesses. Learn how to adopt a smarter self-service approach to deliver more seamless experiences for your customers, your agents, and your knowledge teams. This session will focus on developing a more cohesive self-service technology strategy across your team with better tools and workflows, allowing them to concentrate on more impactful knowledge work—armed with key insights and the right context.

12:00 - 12:10

Track/Session - Room Change

12:10 - 12:40

Track 1

Zendesk Products and Customer Solutions

Presentation: Smooch: What’s next in messaging?

Adrian McDermott, President of Products, Zendesk; Warren Levitan, VP, Conversational Business, Zendesk

You’ve spent the day hearing about breaking free from the old ways of customer experience. And we’ve introduced exciting new products and features. So how do you integrate the newest tech trends and products into your CX organization? Spend some time with our SVP of Product and you’ll be ready to tackle what’s next in CX.

Track 2

Transforming your CX

Presentation: Take your CX to new highs with omnichannel engagement

Jason Maynard, VP and GM, Guide, Zendesk; Matthias Götz, Senior Director Customer Care, Conrad Electronic SE

Learn how Conrad Electronic, a 95-year-old, family run B2B and B2C electronics retail powerhouse, is disrupting an industry and redefining customer engagement for its customers.

Track 3

Growing and Scaling your CX

Panel: Innovative solutions for managing hypergrowth

Dan Bailey, Regional Vice President, Sales, Zendesk; Toby Humphrey, Product Manager, Support Experience, Bolt; Adi Preiss, Support Team Lead, AppsFlyer; Nick Williams, Director of Customer Care, Gousto; Justina Gudaite, Smiles Operations Manager, LoveCrafts

As customer expectations have risen, so has the need for businesses to adopt out of the box thinking and approaches to solve challenges internally and externally. Join a leading panel of organisations taking new approaches to standard thinking to solve challenges their organisations have faced.

12:40 - 14:15

Networking Lunch

14:15 - 14:45

Track 1

Zendesk Products and Customer Solutions

Presentation: Sell: how to make sales and support a company-wide service mentality

Matt Price, SVP and General Manager, Zendesk Sell; James Katz, Solutions Strategist, YOOBIC

Creating a seamless experience from sales to support is no easy task. And if you don’t get it right, it’s the customer who deals with the consequences. It doesn’t have to be this way. Join Matt Price from Zendesk Sell and a customer using Zendesk Sell + Support to see how sales teams and support teams can work together to develop a company-wide service mentality. Your sales reps and support agents will be empowered with the data they need to create exceptional customer experiences.

Track 2

Transforming your CX

Panel: Industry Disruptors – Leading with Digital has transformed the landscape

Jeff Titterton, Chief Marketing Officer, Zendesk; Isobel Mills, Senior Customer Service Manager, Bloom and Wild; Philipp Theißler, Head of Customer Happiness, Runtastic; Hector Cisneros, Head of Customer Experience, Beat; Dani Schuchman, EMEA Product Support Manager, Box

Disruptors have changed the landscape in their industries today. By leveraging digital and technology to shape and evolve the experiences they deliver, they set themselves apart from the competition. In this panel session, you will hear from leading industry disruptors and the key ingredients that have set them apart.

Track 3

Growing and Scaling your CX

Presentation: Three key building blocks for an inspiring contact centre culture

Todd Lienart, Director, Corporate Social Responsibility, Zendesk; Megan Trotter, Director, CSR Engagement; Phil Batt, Head of Digital, CCI South Africa

Your future workforce will expect a culture that is more than perks and pay. In this session, we’ll show you three things you can do to build your own culture that gives your employees a way to bring their values into work and inspire them to provide better customer experiences.

14:45 - 14:55

Track/Session - Room Change

14:55 - 15:25

Track 1

Zendesk Products and Customer Solutions

Presentation: Suite: Enhance collaboration and productivity for your support teams

Rob Waller, Principal Solutions Consultant, Zendesk; Bhavesh Miyani, Team Leader, Zyxel

Real-time, conversational experiences are the new paradigm for interactions. To keep your business moving forward, you need to adapt. Learn how to improve your workflow, productivity and collaboration across your global teams for seamless omnichannel integration.

Track 2

Transforming your CX

Panel: Ask Zendesk anything (about product and CX, that is)

Teresa Haun (Zendesk), Adrian McDermott, President of Products, Zendesk; Luke Behnke, Vice President, Product, Zendesk; Jason Maynard, VP and GM, Guide, Zendesk; everyone in the audience

Zendesk’s product leaders are ready to tackle your comments and questions. In this interactive session, you’ll get to share your feedback and feature requests. You’ll also learn Zendesk’s approach to voice-of-the-customer and how we incorporate customer feedback into our future roadmaps. Bring your questions and your appetite.

Track 3

Growing and Scaling your CX

Panel: Debunking the omnichannel myths

John Walls, Senior Director, Customer Success, Zendesk; Lucy Woods, Customer Service Team Lead, Hostelworld Group; Lee Levenson, COO, AVA Trade; Tonni Buur, Vice President, Trustpilot

Often we hear offering great multi-touch experience is through adding more and more channels. Choice of channels does matter, so does the integration of those channels. Hear how these companies are leading the way by having seamless integration in the channels offered to customers

15:25 - 15:35

Track/Session - Room Change

15:35 - 16:05

Track 1

Zendesk Products and Customer Solutions

Presentation: Explore: Make customer-focused decisions in a data-driven world

Andrew Forbes, Senior Product Marketing Manager, Zendesk; Mikhail Vink, Global Marketing Programs Manager, JetBrains

Making quick, confident, data-driven decisions is difficult—if not impossible–when your customer data is fragmented across different channels and tools. With Zendesk Explore, all your customer data is consolidated in easy-to-build dashboards and reporting. Customer and Zendesk will show you how to better understand your customers, and measure and improve their entire experience. It’s a data-driven world, so let the data do the talking. You’ll leave with actionable tips that’ll help your business improve the way you think about customer analytics.

Track 2

Transforming your CX

Fireside chat: the art of conversation (Maestro QA)

Vasu Prathipati, CEO & Co-Founder, MaestroQA; Annelisa Brown, Senior Customer Service Manager, MOO; Livia Rayeck, Senior Customer Service Supervisor, MOO

Details coming soon.

Track 3

Growing and Scaling your CX

Fireside chat: The ins and out of internal support

Colleen Berube, Chief Information Officer, Zendesk; and guests

Let’s explore how modern organisations leverage technology and best practices to engage and empower their employees, optimise team performance and scale to support a growing team.

16:05 - 16:35

Coffee Break

16:35 - 17:10

Featured keynote: Connected Creativity

Presentation: Creating remarkable customer experiences in an interconnected world

Mark Sherwin, Managing Director, Global Digital Customer Services, Accenture Interactive


17:10 - 17:45

Featured Keynote


LJ Rich, Inventor, Speaker, Composer, Performer and #NASADatanaut

17:45 - 18:00

Closing Remarks

18:00 - 22:00

After Party: Drinks, Entertainment, Networking


L-J Rich

Presenter, writer, producer, musician

Mikkel Svane

Founder and CEO


Mark Sherwin

Managing Director

Accenture Interactive

Adrian McDermott

Presidente de Produtos


Vasu Prathipati

CEO & Cofounder


Tonni Buur

Vice President


Jeff Titterton

Chief Marketing Officer


Toby Humphrey

Product Manager


Matt Price

SVP and General Manager

Zendesk Sell

Isobel Mills

Senior Customer Service Manager

Bloom and Wild

Philipp Theißler

Head Of Customer Happiness

Runtastic GmbH

Sarah Reed

Senior Director of Events


Luke Behnke

Vice President, Product


Adi Preiss

EMEA Support Manager


Jason Maynard

VP and GM


Lucy Woods

Customer Service Team Lead

Hostelworld Group

Lee Levenson



Prelini Udayan-Chiechi

VP, Marketing EMEA


Hector Cisneros

Regional Head of CX


Cynthia Mak

Manager Customer Service


Grégoire Leclercq

Deputy Managing Director


Bhavesh Miyani

Team Leader

Zyxel Germany GmbH

Nick Williams

Director of Customer Care


Mikhail Vink

Global Marketing Programs Manager


Andrew Forbes

Senior Product Marketing Manager of Explore


Walter Jooste

Operations Excellence Manager

Prodigy Finance

Annelisa Brown

Senior Customer Service Manager


James Katz

Solutions Strategist


Yannis Karagkiouloglou

Premier Services Lead


Frequently asked questions

The Zendesk Showcase conference is happening on the 12th of June 2019.
See the full agenda in by selecting the Agenda tab at the top of the page. 

Click here to register to the Zendesk Showcase.

Zendesk Showcase is a free conference. All professionals interested in customer experience are welcome. Invite your colleagues to join you there.

Once you register, you will receive an email confirmation including a link to update your registration information.

There are many hotels near the venue. See here. However, if you need to stay at a hotel, we strongly recommend that you book a hotel on the same side of the river Thames as the hotel. Crossing the river can take a long while.

When you register please make sure to specify your dietary requirements. We will make sure to cater to your requirements.